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Customer Service

Canada Exchanges

Do you offer Free Return Shipping?

Canadian customers are responsible for return shipping. We recommend shipping with insurance and keeping your shipping receipts until your return is processed. If Lulus return labels are used outside of the United States they will incur additional charges that will be the responsibility of the sender. We recommend obtaining a receipt for all shipments and keeping it for your records. If you have any questions or concerns about Return Shipping, please contact our Customer Service department at 1-866-918-5858.

What is your Return & Exchange Policy?

  • We accept returns postmarked within 45 days from the date your order was shipped.
  • Refunds are issued to your original payment method or in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment.
  • If you choose to be refunded in Lulus Online Credit, you will receive an additional $5 in merchandise credit once your refund has been processed! This does not apply to late returns, or those otherwise outside of policy. Limited to one bonus credit per order.
  • Returns must be received in new condition; unused, unworn, unwashed with the hygienic liner intact (where applicable). Items returned with obvious use, makeup, deodorant, perfume, or similar product stains will be subject to refusal.
  • Shoes must be returned in their original box and placed inside an additional protective shipping box. Damage to the shoe box makes the shoes ineligible for return. The shoes will be shipped back to you and are subject to additional shipping costs.
  • Final Sale items cannot be returned, refunded or exchanged.
  • Gift cards cannot be returned or refunded.
  • Jewelry and Sunglasses under $25 are returnable but not exchangeable.
  • Items returned with makeup, deodorant, perfume, or similar product stains will be shipped back to you and are subject to additional shipping costs.
  • Original shipping is non-refundable.
  • How do I make a return?

    To return your item(s), follow the steps below:

    If you checked out as a guest, click here to initiate your return and print your Return Form.

    If you have an account with Lulus.com:
    1. Sign In to your account.
    2. Hover over My Account at the top of the page. Then select My Orders from the dropdown.
    3. Scroll down to locate the order which contains the item(s) you wish to return. Follow the prompts to initiate your return.
    4. Place your original packing slip or a piece of paper with your order number written on it inside your package.
    5. Return the item(s) using an insured postal carrier to:

    Lulus.com Returns
    2812 Hegan Lane, Suite F
    Chico, CA 95928
    USA

    Once your return is received and processed, we'll email you a refund notification. You are responsible for return shipping costs. We recommend shipping with insurance and keeping your shipping receipts until your return is processed. Lulus.com is not responsible for missing, damaged, or packages lost in transit.

    How do I make an exchange?

    1. Call us at 1-866-918-5858 (toll free for US & Canada).
    2. Our customer service representatives will create a new order for the new item you would like to receive in exchange. You are charged for the cost of the merchandise and shipping.
    3. Return the item(s) you would like to exchange by following the next steps.
    4. Sign in to your account, then select My Orders from the My Account dropdown.
    5. Scroll down to locate the order which contains the item(s) you wish to return. Follow the prompts to initiate your return.
    6. Print out your Return form or write your order number on a slip of paper and include it in your return package.
    7. Send back your return item(s) using an insured postal carrier to:

    Lulus.com Returns
    2812 Hegan Lane, Suite F
    Chico, CA 95928
    USA

    We recommend shipping with insurance and keeping your shipping receipts until your return is processed. Lulus.com is not responsible for missing, damaged, or packages lost in transit.

    No waiting! Your new items will be processed and shipped out promptly after contacting customer service. When your return is received and processed, we'll email you a refund notification.

    Do I have to pay for my new exchange now?

    To make exchanges fast and easy, we create a new order for the exchange item you'd like to receive. When the order is created, you are asked to provide a method of payment that will be charged at that time. After the order is paid for, it will be processed and shipped out promptly. When we receive your return, you will be refunded for your original item(s).

    How long do I have to make a return or exchange?

    Returns & exchanges are accepted within 45 days of your order shipment date.

    Can I send back items from different orders?

    Yes. To save on shipping, time, and packaging materials, you can return items from multiple orders as long as you include the corresponding order numbers for each item inside the package. We recommend you print out the return form for each order online or write each order number on a slip of paper and include them inside your return package.

    What if my package was refused or was undeliverable?

    Refused or undeliverable packages are subject to return shipping costs that vary by shipping method used in the original order.

    Want to reship a refused or undeliverable package? The new shipping costs depend on which new shipping method you choose. If you would like to cancel an order that has been returned to us, you are subject to the above return shipping costs as well as a 15% restocking fee.

    Can I exchange more than once on an order?

    You are welcome to call our customer service team to set up an exchange any time. You may request multiple exchanges on any order; however, shipping will be assessed on completion of any new exchange order.

    How long will it take to receive my refund?

    Most returns are processed within 3-7 business days after we receive your return. Once your return has been processed and your refund issued, you will receive a return confirmation email. We won't leave you hanging!