Refunds and Returns Policy

Under Australian Consumer Law, we cannot accept products that are intimate or sanitary goods (swimwear) to be exchanged or refunded. Lu Lu The Label has a very strict returns and refund policy and cannot make allowances. Please choose your items carefully and use the sizing chart for the perfect fit.


In the event of a faulty item or incorrect item

  • Please email _ as soon as possible so we can arrange a replacement item. We’ll then ask for you to return the item to 18 St Vincent’s Ct, Minyama QLD 4575 within 7 days from the date of shipment.
  • Please do not use the faulty items/ incorrect items. Items must be in the original condition and must not have been worn, altered or washed. We will assess the fault upon return of the garment and reserve the right to replace. If the item is no longer in stock, store credit will be issued.

Sale items

Sale items have the same returns policy. In the event of a faulty sale item email _ as soon as soon as possible so we can arrange a replacement item. We’ll then ask for you to return the item to 18 St Vincent’s Ct, Minyama QLD 4575 within 7 days from the date of shipment. Please do not use the faulty items/ incorrect items. Items must be in the original condition and must not have been worn, altered or washed. We will assess the fault upon return of the garment and reserve the right to replace. If the item is no longer in stock, store credit will be issued.


Shipping

Orders are processed Monday to Friday. Once your order has been dispatched you will receive a confirmation email including your parcels tracking number which you can follow up via the link provided.  

Please see the estimated shipping times above, unexpected delays can happen so please use this as a guide only. If you place your order on a worldwide public holiday, Australian public holiday, or in our sale periods please expect delays. You will be notified via email of the progress of your order. 

Please note that we CANNOT ship to PO BOXES so please ensure a street address is supplied

Order Cancellations

If notified before items have been dispatched, we can accommodate order cancellations. If your order has been shipped, we reserve the right to refuse your orders cancellation.


INCORRECT ADDRESS, RE-DELIVERY TERMS & LOST PARCELS

Once distributed, addresses and details cannot be changed. If you have provided us with an incorrect address or name please contact us immediately.

If a delivery attempt has been made and the item was not collected and has been returned to us, you will be required to pay for the re-delivery postage fee.

Lu Lu The Label will take no responsibility for items which are lost due to incorrect shipping details and or have been lost in the mail.

Lu Lu The Label will not be held responsible for lost parcels, once your parcel has been noted as picked up via the shipping company, it is then in their care. We are not held accountable for any action after this. 

STOLEN GOODS

Lu Lu The Label will not be held responsible for stolen goods once your parcel has been noted as delivered via our shipping company. Once the parcel has been successfully delivered to the correct address we are not held accountable for any action after this.