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Return Policy

Exchange Policy

Final Sale Policy

High Volume Returns Policy

Return Shipping

Restocking Fees

Refund Methods

What would cause my return
to be denied?

Can I combine returns from
multiple orders?

What if I return a non-lulus item?

What happens if I refuse a package or
it is undeliverable?

Can I cancel or make changes to
my order before it ships?

Gift Returns

Lulus X Poshmark

Melrose Purchases

Return Policy

Return Policy

• At Lulus we are committed to your satisfaction. We want you to be happy with your purchases, and ensure you feel confident in our online shopping and return policies in case they don't work out.

Exchanges

• We provide no cost exchanges for the same style in a different size, for eligible products and subject to availability, within 21 days of delivery. See here for additional exchange details. 

Returns

• Returns must be postmarked within 21 days of delivery to qualify for an exchange or refund of any kind. After 21 days, we will no longer accept returns. See here to initiate a return. 

• Items must be in new, original condition with all vendor tags attached and must not be worn, used, altered, or washed. See here for how to ensure a smooth return process, and avoid your return being denied. 

Return Fees

• Each returned item is subject to a $2 restocking fee, which will be deducted from your refund amount. Restocking fees for returned items may be subject to tax in accordance with each state's requirements. See here for more on restocking fees.

• Return U.S. shipping is free! Return labels are generated when you initiate a return or exchange. Certain locations in Alaska and Hawaii are not eligible for free return shipping. See here for more on return shipping. 

Refunds

• Refunds can be issued to your original payment method or in the form of online store credit. Certain items are only eligible for refunds in the form of online store credit or are final sale and not eligible for returns or exchanges, as noted near the product price when browsing our site and in your cart. 

• If your order was placed using both online credit and another payment method, and you select the original payment method for your refund, the online credit balance will be refunded first upon return of the item(s) before any refunds to your original payment method can be processed. See here for additional details about refunds.

Exceptions

• If something went wrong with your order, please contact customer service so we can make it right.

• Customers with a high volume of returns are subject to a different policy. See here for details.

Exchange Policy

• We provide no cost exchanges for the same style in a different size, for eligible products and subject to availability, within 21 days of delivery. 

Exchange Initiation

• Once you initiate your exchange we will send you a new size of the item you are exchanging at no cost while you make the return for the original item. Initiate an exchange on eligible products here.

Return Requirements

• The original item will need to be postmarked back within 10 days of initiating the exchange or you will be charged for the cost of the exchanged item that was sent out at no cost. 

• If the original item is returned within our 21 day return window, but is outside of the 10-day exchange window, you will be refunded the additional charge upon returning the original item. No restocking fees apply if only the original size is returned. Restocking fees will apply if both the original and exchanged items are returned. 

Return Conditions

• All exchanged items must meet the conditions of our return policy in order to be accepted.

Additional Terms

  • Exchanges are limited to the same item in a different size, subject to availability. 
  • Exchanges will be shipped with standard shipping and are limited to one exchange per item.
  • Exchanges are available for US shipping addresses only.
  • Final sale items over $20 are eligible for size exchanges, subject to availability. 
  • Final sale items cannot be returned if size exchange is not available. 
  • Orders paid using Afterpay, Klarna, or fully with Online Store Credit are not eligible for exchanges.

Final Sale Policy

•  Final Sale items over $20 are eligible to be exchanged for a different size, if available. If the size needed is not available, an exchange cannot be offered and a return is not permitted

• We do not offer returns, refunds or online credits for any Final Sale items

• Final Sale items purchased using Klarna, Afterpay, or paid in full using store credit are not eligible for returns, exchanges or refunds of any kind

• All Final Sale items  that are sent back as an exchange need to follow the applicable terms from the Return Policy

• Items that do not meet the acceptable conditions listed in the Return Policy will not be accepted

• See here for more information around return/exchange policies 

• Lulus reserves the right to limit or refuse service to customers that show high volumes of return activity, which is defined as: i) $3,000 of returns in a 12-month period, combined with a return rate of 80% or more or (ii) $1,500 of returns in a 6-month period, combined with a return rate of 80% or more.

• Return rate is calculated as the dollar amount of returns over the relevant period divided by the dollar amount of purchases over the same period. Customers who fall within the above criteria will be subject to a modified return policy, which may include but is not limited to, ineligibility for free return shipping, higher per item return handling fee, refunds to store credit only, refusal of orders, and/or disqualification or pause of our loyalty program benefits.

• Order and return history can be viewed by going to lulus.com/orders. Requests to see all data can be made by going to https://www.lulus.com/mydata


Return Shipping

Accessing Your Return Label

• Lulus Account Orders: If you checked out using your Lulus account, simply login to your account to view your order history and initiate the return.

• Guest Orders: If you checked out as a guest, you can login here with your email and order number to initiate the return. Your order number can be found in your order and shipping confirmation emails. 

• Once your return has been initiated, you will be provided with a pre-paid return label to print out and use to mail back your return. Please review the details of your return label and ensure it is returned using the appropriate carrier. Remove any old shipping labels from the package to ensure a smooth delivery process. We recommend obtaining a drop-off receipt to ensure your return is successfully postmarked within the appropriate return window. 

Alaska, Hawaii, US Territories and APO/FPO Locations

• Alaska and Hawaii: Not all locations in Hawaii and Alaska will be eligible for a return label. Initiate a return here to see if your order is eligible for a pre-paid return label. 

• APO/FPO Locations: We do not provide return labels to APO/FPO addresses.

• US Territories: We do not provide return labels to US territories. 

Return Address

• If you are ineligible for a return label or do not wish to use the label provided, use the following return address and an insured postal carrier to make your return: 

Lulus Returns

2505 Hollo Rd

Easton, PA 18045

USA


• We recommend shipping with insurance, receiving shipment tracking, and keeping your shipping receipts until your return is processed. Lulus is not responsible for packages lost or damaged in transit.

Restocking Fees

• Each returned item is subject to a $2 restocking fee, which will be deducted from your refund amount. Restocking fees for returned items may be subject to tax in accordance with each state's requirements.

• This small restocking fee helps cover the costs associated with processing your return, inspecting, and repackaging the returned product. By doing this, we aim to keep product prices lower and minimize environmental impact. 

Refund Methods

Refund Methods 

• Refunds can be issued to your original payment method or in the form of online store credit. 

• Certain items are eligible only for returns in the form of store credit or are final sale and not eligible for returns, as noted near the product price when browsing our site and in your cart.

Mixed Payment Methods

• If your order was placed using both online credit and another payment method, and you select the original payment method for your refund, the online credit balance will be refunded first upon return of the item(s) before any refunds to your original payment method can be processed.

Payment Restrictions

• Refunds cannot be issued to alternate cards or different forms of payment; they can only be processed to the original payment method used for the purchase. 

• Online credit cannot be reverted as a credit card refund once it has been issued and used, as it becomes the original form of payment for the order.

Shipping and Return Fees

• We do not refund original shipping fees, or return shipping fees. 

Refund Expectations 

• We believe in transparent communication every step of the way. When you initiate a return online or in the Lulus app, we will provide you with an estimated breakdown of the expected refund. We also keep you updated when we receive your return and when we have processed your return, including when you can expect to receive the refund amount.

What would cause my return to be denied?

Return Requirements

• For a smooth return process, please refer to our Guide to Try-Ons and Clothing Returns for helpful tips on keeping returned products undamaged and clean.

• In the event that a returned item arrives at Lulus and does not meet our policy requirements, Lulus is not liable for refund or return of the item. We cannot guarantee we will be able to send back your item and we cannot compensate you for ineligible items returned to Lulus.  

• Below are the conditions that all products must meet to be accepted for return. Please note, this includes returning within the appropriate return window. See our full return policy details here.







Clothing

 • Items must be in new condition; unworn, unwashed, with the hygienic liner (if applicable), and all vendor tags attached in order to be accepted. Products returned with damage, signs of use or wear, scuffs or markings, makeup, hairs or fiber, dander, dust or dirt, deodorant, perfume, or otherwise do not meet our return policy requirements and will not be accepted.

 • Items sold as sets must be returned with the correct sizes, as sold.

 • Items must be returned inside protective packaging, such as the polybag or box it was originally shipped with,  to keep them safe in transit back to us.

Shoes

• Shoes must be returned in their original shoe box. This does not function as the shipping box, and you will need to have an additional one for that purpose.

Final Sale Products

 • Products marked as final sale are not eligible for returns or refunds.

 • Select final sale items purchased above $20 are eligible for size-based exchanges only, subject to availability.

Beauty and Wellness

 • Beauty & Wellness products must be returned unused, in their original packaging, and with the seal unbroken.

Handbags & Purses

 • Handbags & Purses sold with a dust bag must be returned with their original dust bag.

Gift Cards

 • Gift cards cannot be returned or refunded.

Accessories

 • Accessories need to be returned in their original packaging, as complete sets or pairs (depending on product). Certain accessories are not eligible for returns. Return eligibility will be indicated on the product page.

Late Returns

 • Returns that are postmarked after the return window closes will not be accepted.

Can I combine returns from multiple orders?

Combining Returns

• You may combine returns as long as each order complies with our return policy. Any orders or items returned outside of this policy will not be accepted.

To ensure a smooth return experience when combining items, please follow these steps:

  1. Initiate the appropriate returns and select one of the UPS return labels for your package. If you only receive USPS labels, you will need to mail them separately as these do not have enough weight to ship back both orders. 
  2. Include a slip of paper inside the box listing all order numbers and products returned to help our returns team identify which items belong to each order.
  3. Obtain a drop-off receipt when you ship the package, just in case.

Important Note:

• When your return is delivered to our warehouse, you will receive an email confirming the receipt of the items associated with the label. If some items appear to be missing, don't worry! This automated email may not reflect the actual items received. Our team will process your return and issue refunds accordingly.

What if I return a non-lulus item?

• Lulus is not responsible for personal or non-Lulus items returned to our warehouse. In the event that a returned item arrives at Lulus and does not meet our policy requirements, Lulus is not liable for refund or return of the item. We cannot guarantee we will be able to send back your item and we cannot compensate you for ineligible items returned to Lulus.  

• If we are able to locate the items returned by mistake, we may reach out to let you know what was returned and ask you to cover the shipping cost of getting the items returned back to you. It is not always possible to locate returned items, and we cannot guarantee that the items will be located in order to return them back. 

• We recommend carefully packaging your return and ensuring you are only including products you intend to return to Lulus. As the package remains your responsibility until it arrives back to us, we also recommend keeping your proof of postage in case you need to contact us about your return.

What happens if I refuse a package or it is undeliverable?

Undeliverable Packages

• Packages may be returned to sender if the shipping carrier cannot locate the address or if the address details are incorrect. Most carriers cannot update incorrect addresses once an order is in transit, and will likely return the package to sender.

• If your package was undeliverable and returned to us, or if you refused the package, please contact Customer Service. We will assist you in reshipping or canceling your order.

Can I cancel or make changes to my order before it ships?

We strive to process, package, and ship orders as quickly as possible. Once an order is placed, there is a brief window of time during which you can make changes. After this window, no changes or cancellations can be made once the order has started processing. 

If you forgot to apply a promotional code when placing your order, don't worry—this can be corrected without canceling the order. Simply contact our Customer Service team, and they can add the code before your order is shipped.

To cancel or adjust a pending order, follow the steps below:

Order Confirmation Option:

  • At the bottom of your order confirmation email, there will be a link for you to use if you wish to make any changes or cancel your order.  This will lead you to our site to process the cancellation request. 
  • Any pending payment will fall off within 48 hours. 

Lulus.com Option:

  • Go to lulus.com/orders

  • Sign into your Lulus account with your email and password

  • If you checked out as a guest, enter your email and order number to under "Look up an order"

  • Click on "Orders” to locate the order that contains the item or order you would like to cancel.

  • To cancel your whole order, click on “Cancel Order” in the banner above the items.

  • To cancel individual items, just select “Cancel This Item” on the item you wish to cancel.

  • Once your items or order is canceled, you will receive an email confirmation.

  • Any pending payment will fall off within 48 hours. 

Gift Returns

• Gift wrapping options are not available for online purchases. 

• Gift receipts are not available for online purchases. Receipts are not included in the item(s) shipment. Instead, order and pricing details are emailed directly to the purchaser using the email on file for the order.

• If you are purchasing a gift and the recipient would like to return the gift for store credit, they will need the order number and name or email address associated with the original purchase. The order number can be found in both your shipping and confirmation email, or you can view your order details by visiting lulus.com/orders. 

• Please note that all returns, whether gifts or other purchases, must adhere to our standard return policy. 

• Returns must be postmarked within 21 days of delivery to qualify for a refund or exchange of any kind. If your order was placed using a combination of online credit/gift card, and another form of payment, the online credit balance will be refunded first when item(s) are returned. 

• For orders made online or in our app, each returned item is subject to a $2 restocking fee, which will be deducted from the refund amount.

• Items must be in new, original condition with all vendor tags attached and must not be worn, used, altered, or washed. 

Lulus X Poshmark

Lulus' new partnership with Poshmark brings a fresh way to extend the life of your Lulus favorites. Through this collaboration, you can effortlessly pass along your Lulus pieces for others to enjoy, giving each item a second chance to shine. We’re introducing a convenient “List on Poshmark” button in your order history, making it easier than ever to relist your Lulus favorites with just one click. With this seamless resale experience, you can now buy and sell Lulus items with ease, sharing the timeless quality and style that you love.

How it works:

  • Lulus Account Orders: Simply log into your account and access your order history 
  • Guest Orders: Look up your previous orders here using your email and order number
    • Click into / select any order with a Lulus brand product that hasn’t been returned
  • Select the “Resell on Poshmark” button
    • Next to each eligible item, we’ve added a “resell” button which links you directly to Poshmark to list your item
  • List your item! 
    • You will be automatically redirected to Poshmark’s website (or mobile app if you have it) to sign in or create an account. Once complete, your listing is almost ready to go
  • We will display most of the item information for you to make it easier!
    • Just set your price, fill in any remaining details, and that’s it, your listing is done! 

What items are eligible?

  • Any Lulus brand item that is not eligible for return.  You will see a “Resell on Poshmark” button next to eligible items once they have passed the Lulus return window or immediately on final sale items.

What countries is this available in?

  • United States only.

What about my commission?

  • When you sell your item via Lulus using the “Resell on Poshmark” button, you will earn the same amount as selling directly on Poshmark.

What if I have additional questions about selling on Poshmark or my listing?

  • For any questions regarding your sale on Poshmark, please contact them directly by clicking here.

Please note that all Poshmark transactions are handled directly through Poshmark and are subject to Poshmark’s terms and conditions and privacy policy. 

Melrose Purchases

Our Lulus on Melrose store is closed as of December 3rd, 2024. Don’t worry, this isn’t goodbye forever! We’ll let you know when we reopen and hope to serve you online in the meantime. We understand that our customers may have purchased items recently from our store that they wish to return or exchange. See below for how we can help!

I made a recent in-store purchase and need to return it.

  • Lulus purchases made in-store at our Melrose location that are within our 21-day return policy and are eligible to be returned can be returned online.

  • Purchases outside of our 21-day return window, or do not meet the requirements of our return policy, are not eligible for returns or exchanges. 

What do I need to do to return my eligible in-store purchase online? 

  • Email the following details to loverewards@lulus.com
    • Specific details of your return request, including the item(s) you wish to return
    • Your proof of purchase (receipt)
    • The phone number or email address associated with your purchase
  • Returns can be refunded in online credit to shop our full assortment on Lulus.com or be refunded to your original payment method. 
  • Once we receive the details of your request, we will get back to you within 48 business hours to coordinate your return and provide you with a pre-paid UPS return label.