Return & Refund Policy

Last Updated: July 17, 2026

At LULAU, we are committed to ensuring that every customer receives their order in good condition. If you experience any issues with your purchase, our support team will work with you to provide an appropriate solution.

Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 30 days of the delivery date.

To submit a claim, email hello@lulau.store with:

• Your order number
• A brief description of the issue
• Clear photos or videos of the item

After reviewing your claim, we will send you a free replacement of the same item at no additional cost.

Lost Packages

If your package is confirmed as lost during transit, please contact us.

Once the shipment has been verified as lost by the carrier, we will arrange a free replacement shipment.

No Physical Returns

To keep our process simple and efficient, customers are not required to return damaged or defective products.

Claims are handled by email using photo or video evidence. In some cases, additional information may be requested to complete the verification process.

Order Cancellations

Orders may only be canceled before they have been processed or shipped.

Once an order has entered processing or has been dispatched, it cannot be canceled.

Non-Eligible Claims

We cannot provide replacements for:

• Orders with an incorrect shipping address provided by the customer.
• Incorrect size, color, or product variant selected during checkout.
• Delivery delays caused by customs, weather, or shipping carriers.
• Minor variations in color, packaging, or appearance due to manufacturing updates or screen settings.
• Damage caused by misuse, accidents, or normal wear and tear.

Exceptional Circumstances

In exceptional situations where a replacement cannot be provided due to product discontinuation, supplier limitations, or circumstances beyond our control, LULAU reserves the right to determine an alternative resolution in accordance with applicable consumer protection laws.

Contact Us

If you have any questions regarding your order, please contact our Customer Support Team.

LULAU

Email: hello@lulau.store

We typically respond within 24–48 business hours, Monday through Friday.