RETURNS POLICY

Thank you for choosing LA-LU. Customer satisfaction is important to us. Please take a moment to review our returns policy below. If you have any questions or concerns, please email us at customercare@lalulabel.com.

ELIGIBILITY

LA-LU will issue a return or credit note for full-price apparel that meets the returns policy conditions outlined below. Due to hygiene reasons, LA-LU can only issue a credit note for full-price swimwear that meets the returns policy conditions. All earring purchases are final sale. Due to hygiene reasons, LA-LU do not accept returns on earrings unless they are deemed faulty.

RETURNS POLICY CONDITIONS:

• Merchandise must be returned within 7 days of receiving.
• Merchandise must be in saleable condition, with all tags attached.
• Merchandise must not be worn, damaged, altered, or washed.
• You must contact us before returning the item to receive an RA (Return Authorisation) number.
• We do not offer exchanges at this stage. If you need a different size or item, please follow the returns process for a refund or credit note and place a new order.
• Sale items cannot be returned or exchanged unless deemed faulty. We do not accept returns on sale items or items sold at a reduced price, including items purchased with a promotional code.
• Products purchased during a promotional sale (discounts over 15%) or markdown/final sale items are not eligible for return.
• Return shipping is at the customer’s expense unless the item is deemed faulty, in which case we will cover the return shipping costs.
• For hygiene reasons, swimwear must be returned in an undamaged, unworn condition with all labels and swing tags attached. Swimwear must be tried on over underwear. If it is evident that swimwear has been worn, the return may be refused and returned to the customer at the customer’s expense.

If your return does not meet these conditions, it will not be accepted and will be returned to you at your cost.

FAULTY ITEMS

If you believe you have received a faulty item, please email imagery of the item, your order number, and contact details to customercare@lalulabel.com. We will assess the issue and determine the best solution. Items damaged due to normal wear and tear, failure to follow care instructions, or misuse will not be considered faulty.

HOW TO MAKE A RETURN

1. Contact us at customercare@lalulabel.com to inform us of the item(s) you would like to return and the reason for the return. We will provide you with an RA (Return Authorisation) number.
2. Fill out your returns form completely and accurately. Please note that incomplete forms may result in processing delays.
3. Ensure the garment is in its original condition, with all tags attached.
4. All returns must be sent back within 7 days of receiving your order. Securely repackage the item in its original packaging and return it using a traceable service. Return shipping is at the customer's expense.

PROCESSING YOUR RETURN

Please allow up to 7 working days from the date we receive your parcel to process your return.

We recommend using a traceable service for returns so you can confirm when the parcel has reached us. You are welcome to contact us if you would like to confirm receipt. Unfortunately, LA-LU cannot be held responsible for untracked parcels that have not been received.

Credit notes are valid for 6 months from the issue date. If you require an extension, please email customercare@lalulabel.com, and we may be able to assist.