Customer Service

Canada Return Policy

• At Lulus, we're committed to your satisfaction. We want you to be happy with your purchases and feel confident in our online shopping and return policies in case they don’t work out.

• While we’re unable to offer exchanges for orders shipped outside of the United States, all eligible international returns are refund-only and will be issued to the original payment method once received and processed. Different sizes, colors, or styles require a new order.

• Please review our full Canada Return Policy below.

• If you are located outside of Canada, please click here to view our International Return Policy (Canada Excluded).

Canadian Returns & Customs Regulations

• To comply with Canadian customs regulations, all Canadian return shipments must use the same carrier that delivered your original order. This ensures your return can be properly verified, includes the required customs documentation, and is processed without additional duties or tariffs.

• Express/Priority Shipping orders will receive a DHL return label.

• Standard Shipping orders will receive an ePost consolidated return label.

• Goods sold to Canadian shoppers that qualify for duty and tax reclaim under the CREDITS program will be refunded in full as part of the return.

Estimated Return Transit Times

• DHL Returns (Returns of orders that shipped by express/priority shipping): Approximately 5–8 business days once dropped off to arrive back at our facilities. 

• ePost Consolidated Returns (Returns of orders that shipped by standard shipping): Approximately 5–6 business days to reach the consolidation hub, and thereafter 11–14 business days to reach our returns facility. 

• For returns sent using ePost consolidated shipping, tracking updates may pause after your package reaches the consolidation hub. This is expected and does not mean your return is lost or delayed. During this time, your return is being securely grouped with other shipments and transported to our returns facility. Tracking will resume once the consolidated shipment arrives at our returns facility and is scanned in.

• Return Processing: Refunds are issued within 10–14 business days of your return arriving at our warehouse. We will send you a confirmation email once your refund has been issued.

Return Shipping Costs

• Lulus does not cover the cost of return shipping for orders shipped outside of the United States. When generating your return label, the exact shipping fee will be displayed before you confirm your request. This fee will be deducted from your final refund amount once your return is processed. See below for how to start a return.

Return Requirements 

• Returns must be postmarked within 21 days of delivery to qualify for a refund. 

• Refunds will be issued to the original payment method. After 21 days, we will no longer accept returns.

• Items must be in new, original condition with all required tags attached. This includes vendor tags or return security tags (such as wardrobe ribbons/rivets where applied).

• Returns will not be accepted if tags are removed or tampered with, and items must not be worn, used, altered, or washed.

• See here for tips on ensuring a smooth return process and avoiding your return being denied.

How to Start a Return

• To create your return label and view return instructions, please click here.

• The cost of the label will be deducted from your final refund amount, and the exact fee will be displayed before you confirm your request.

• By selecting this option, you agree to use the provided return label for your shipment.

Exceptions

• If something went wrong with your order, please contact customer service so we can make it right.

• Customers with a high volume of returns are subject to a different policy. See here for details.