Customer Service

Return Policy 

At Lulus, your satisfaction is important to us. If something doesn’t work out, we’ve made returns and exchanges as clear and simple as possible. Please review the details below before starting your return or exchange. 

Start a Return or Exchange: Lulus Return Portal.

International customers: Please see our International Return Policy for location‑specific details. 

Returns & Exchanges at a Glance 

• Return window: 21 days from delivery
• Exchanges: Free for eligible items when exchanging for the same style in a different size or color
• Return fee: $5.95 per return shipment
• Free return option: Return for online store credit (eligibility and limitations apply – see below)
• Refund timing: 10–14 business days after warehouse receipt
• Final Sale items: As indicated on the product page, Final Sale items are not eligible for return or refund

Issues With Your Order? 

• If something arrived damaged, incorrect, or missing, please contact Customer Service within the 21‑day return window so we can make it right before you initiate a return.

Eligibility Requirements 

• To be accepted, all items must meet the following criteria:
  • Postmarked or dropped off at a Happy Returns Return Bar location within 21 days of delivery.
  • In new, original condition.
• All required tags attached, including any vendor or return security tags (such as untampered wardrobe ribbons, where applicable).
• Not worn, used, altered, washed, or with any security features or tags missing or tampered with.
• Original item packaging included (e.g., protective pouches, shoeboxes for shoes).
• Returns that do not meet these requirements will be denied. For tips on ensuring a smooth return and avoiding denial, see here.

Exchanges  

• We offer no‑cost exchanges for eligible items within 21 days of delivery.
• Exchanges are available for the same style in a different size or color, subject to availability.
• Replacement items must be equal to or lower in price than the original item.
• If the exchange item is lower in price, the difference will be refunded after the original item is received and processed.
• For additional exchange details and limitations, see our exchange policy here.

Return Shipping Fee 

• A $5.95 return shipping fee is deducted per return shipment.
• This applies to:
  • Each return label used
  • Each Happy Returns drop-off made with its own QR code.
• Return fees may be subject to tax in accordance with state requirements.

Want to Return For Free?  

• You can receive an online store credit equivalent to the return shipping fee when you: 
  • Create or log into your Lulus account 
  • Choose online store credit as your refund method 
• Limitations: 
  • One return shipping credit per order 
  • Not available for orders paid with online credit or Klarna
• For more details about the return shipping credit, see here.

How to Return 

• When you start a return in the Lulus Return Portal, available options will be shown based on your order, item eligibility, and location.

Option 1: Happy Returns (QR Code Drop‑Off) 

• For eligible orders and items, customers are encouraged to choose Happy Returns as a return option at participating Return Bar locations for convenient, printer‑free returns.
• No return shipping label printing or shipping box required.  
• A QR code for returning items must be generated in advance through the return portal.
• Refunds are issued after items arrive and are processed at our warehouse.
• Items may be received and refunded individually if shipped back in multiple packages by Happy Returns. 

Option 2: Mail‑In Return 

• Return labels are generated through the return portal.
• Labels are issued for UPS or USPS, depending on package weight and location.
• Items must be packed in protective outer packaging (box or poly mailer). 
• Labels placed directly on product packaging may result in return denial. 
• Please ensure that only Lulus items from the order are included in your return. For more information about accidentally returning non‑Lulus items, see here.

Location Restrictions 

• Certain locations, including Alaska, Hawaii, APO/FPO addresses, and U.S. Territories, may not be eligible for return labels or Happy Returns QR code returns.
• If return labels or Happy Returns are unavailable, please ship your return using an insured carrier to the return address provided.

When Will I Get My Refund? 

• Please allow 10–14 business days for returns to be processed after arriving at our warehouse.
• You will receive a confirmation email once your refund has been issued 
• Refunds are issued to:  
  • Your original payment method, or 
  • Online store credit (if selected)
• For more details about refunds, see here.

Important Refund Notes 

• Final Sale items are not eligible for return, refund, or store credit. For exchange eligibility details, see our Final Sale Policy.
• Online credit cannot be converted back to a credit card refund once issued or used.
• Orders paid with Klarna are not eligible for refund to online store credit.
• Klarna refunds are issued according to Klarna’s policies.

Special Situations 

• Customers with a high volume of returns may have limited return options.
• Only eligible return methods will appear in the return portal.

Ready to Start a Return or Exchange?  

• Start your return or exchange in the Lulus Return Portal.