We accept returns on full-price items within 14 days of delivery for store credit or exchange only. Sale items are final sale and cannot be returned. Return shipping costs are at the customer's expense.

To be accepted, items must be:

• Unworn, unused, and in original condition
• Returned with all hygiene labels and swing tags attached
• Tried on over underwear

We do not offer refunds for change-of-mind returns. If something is not right, we are happy to help you with a store credit or exchange. Refunds are only available for items confirmed as faulty, damaged, or incorrectly sent.

Head to our Return Portal to get started. Once lodged, you will receive instructions on next steps.

• Australia: $20 AUD flat return fee (covers your return label and processing)
• United States: $15 USD flat return fee (covers your return label and processing)
• Rest of World: Customers are responsible for organising their own return shipping. We recommend a registered or trackable service, as parcels remain your responsibility until received by LA-LU.

Once we receive your return at our warehouse, our team will inspect and process it within 3 business days. You will receive an email confirmation as soon as it is done.

Our team processes returns on business days only, Monday to Friday. If your return is delivered to our warehouse over the weekend, processing will begin on the next business day. Please keep this in mind when calculating your 3 business day processing window.

Once your return has been received and approved, your exchange order will be prepared for dispatch within 3 business days. You will receive a separate shipping confirmation with tracking once it is on its way.

Shipping costs for exchange orders are the responsibility of the customer. Please note the following rates apply:

Australia:

• Standard Shipping: $12 AUD (3-7 business days)
• Express Shipping: $16 AUD (1-3 business days)

United States:

• Standard Shipping: $12 USD (2-3 business days)

Rest of the world: Customers are responsible for their own shipping costs and arrangements

Yes, exchanges can be made for a different size or style, subject to stock availability.

Original shipping charges, duties, taxes, and shipping protection fees are non-refundable and cannot be applied as store credit.

Your store credit will be sent to the email address used to place your original order. Simply apply it at checkout on your next purchase.

No, your store credit does not expire and can be used at any time on our website.

Please submit your claim through the Return Portal and our team will look into it right away. Please note that items damaged through normal wear and tear, accident, or misuse are not considered faulty. Items past 3 months from purchase fall outside our standard warranty but will be reviewed on a case by case basis. For confirmed faulty or incorrect items, we will offer a replacement, store credit, or refund at our discretion and confirm the outcome within 2 to 3 business days.

For any questions contact us at customercare@lalulabel.com.