Returns, Exchanges & Shipping info.

 

We understand that shopping for swimwear online can be tricky!

Items must be sent off for a return within 7 days of you receiving them to be eligible for a refund / size exchange or store credit.

Please be aware that you will receive store credit / refund for the amount you paid for the piece. Not for the shipping costs as well. 

Sale items are not eligible for exchange or return they are final sale. 

Under Australian Consumer Law, we cannot accept products that are intimate or sanitary goods (swimwear) to be exchanged or refunded once worn or once out of original packaging. Lulu The Label has a very strict returns and refund policy. Please choose your items carefully and use the individual product descriptions for the perfect fit and get in touch if you're not sure. 

 

WANTING TO RETURN YOUR PURCHASE? 

1- Check that the tag/hygiene sticker all are attached in original condition (We can legally refuse to refund or exchange your item if the hygiene stickers & tags have been removed or tampered with)

2- Email Lucy@luluthelabel.info with your full name & order number and we will reply with the Return address. 

3- Post back to address provided to you. Regular or Express shipping method is entirely up to you, along with the shipping company you choose to use. We do suggest you get a tracking number as we will not take responsibility for lost returns.

4- Once the items arrive at Lulu HQ you will receive an email confirmation that your items have been refunded or your store credit is ready to use!

 

SALE ORDERS 

Items marked with a sale price or found in our sale section cannot be returned or exchanged. They are final sale. So please choose sizing carefully and get in touch if you're not sure. 
In the event of a faulty sale item email Lucy@luluthelabel.info as soon as possible so we can arrange a replacement item, store credit or a refund.

SIZE EXCHANGES 

In the event that your new size is out of stock we will issue you with store credit. 

FAQ'S 

1. Do i have to organise and pay for my return shipping?  Yes, if you wish to return your item/s for a refund / size exchange or store credit it is up to you to send the items back to us at your cost. 

2. Do i need to pay to get my size exchange sent to me? No, we will cover the cost of sending your exchange to you, this is the case for both international and domestic customers. 

3. I ordered some items from the sale section and they came without a hygiene sticker does that mean they've been worn?! Absolutely not, items in the sale section are not eligible for return so you do not have to worry about them ever being worn. The items in our sale section come from a different manufacturer that we no longer use and they did not put hygiene stickers on all of the items. Which is why they are in the sale section. 

4. What is a Faulty item? An item is faulty if it has a manufacturing issue when you receive it eg. Hole or stain. 

 

ORDER CANCELLATION

If notified before items have been dispatched, we can always accommodate order cancellations. If your order has been dispatched / shipped, we unfortunately have no way of cancelling it so please get in touch with us asap.

 

INCORRECT ADDRESS, RE-DELIVERY TERMS & LOST PARCELS

Report your missing or lost package using the link provided below-

https://auspost.com.au/help-and-support/results?group=deliveryoptions&c=DelMis600

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 address provided we are not held accountable for any action after this. 

 

PRE-ORDERS

What is a Pre-order?

Pre-order items are available for sale prior to the stock arriving into our warehouse, with an estimated shipping time. We will keep you updated if the shipping time changes via email.

Why pre-order?

Pre-orders are great to make sure you won't miss out on upcoming restocks of popular products that have previously sold out quickly. We only produce small batches of stock to try and help to reduce waste. So if you have already pre-ordered it'll be sent off to you as soon as it arrives at our HQ and you won't have to wait for a 'Launch date'!

If i order some other items along with my Pre-order will it come separately or all at once?

Your items will all be sent together unless you do a seperate order with seperate shipping payments.

 

SHIPPING TO YOU

We use Australia Post for all Domestic and International orders.

Please note due to Covid-19 International orders are unfortunately delayed due to tighter overseas customs authorities, limited air services and overseas restrictions. 

Here is a link to the Australia post 'International service delivery updates' page if you'd like to read some more about the delay times etc. 

https://auspost.com.au/service-updates/international-delivery-updates?src=track-comms-delays#international

USA approximate delayed shipping times - 

Express 7-12 business days

Standard 10-18 business days

UK approximate delayed shipping times 

Express 9-18 business days

Standard 12-25 business days

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.  

You will be notified via email of the progress of your order, If you for some reason don't receive your tracking email please let us know and we can resend it.