Customer Service

High Volume Returns Policy

• Our standard return policy is intended to make it easy for customers to shop for what they love and return items if they don’t work out. For a very small group of customers with consistently high return volumes, we’ve implemented the policy below to help us sustainably serve all our customers.

Fees and Limitations 

• Customers who are subject to our High Volume Returns Policy will be charged a $8.00 return label fee per return label used and a $3.00 per item restocking fee. Return label fees and restocking fees may be subject to tax in accordance with each state's requirements

• Refunds will be to online credit only. 

Criteria

• Customers that show high volumes of return activity, which is defined as: i) $3,000 of returns in a 12-month period, combined with a return rate of 80% or more, or (ii) $1,500 of returns in a 6-month period, combined with a return rate of 80% or more, are subject to our High Volume Returns Policy.

• Return rate is calculated as the dollar amount of returns over the relevant period divided by the dollar amount of purchases over the same period. 

• This policy serves as notice that these fees and limitations will apply immediately to any returns made after the return that causes the customer to meet the high volume return criteria outlined above.

Fraudulent or Abusive Behavior

• In very rare cases, if we observe a return pattern that is highly irregular and appears abusive or fraudulent, we reserve the right to apply the High Volume Returns Policy to that customer, deny a return, refuse future orders, and/or pause or disqualify the customer from our loyalty rewards program. If this happens to you and you think we have made a mistake, please contact our customer service team, and we will be happy to discuss it with you.

Exceptions & Account Activity

• If you are shopping for a bridal gown or bridal party and wish to make a try on order for several items, please contact our customer care team to receive an exemption for that order.

• Order and return history can be viewed by going to lulus.com/orders. Requests to see all data can be made by going to lulus.com/mydata.