Lulu and Roo is committed to processing orders promptly. Once the order is received, our fulfillment center aims to process and ship orders. The shipping timing depends on the collection. Please note that Launch Days and Holidays can impact this process time frame and orders may be delayed. When the order ships, you will get an automated email with tracking information. Please note our turnaround time is subject to change at any time, especially during product launches, sales or holidays.
*Due to COVID 19, shipping may be delayed past the predicted amount of time. We appreciate your patience and understanding as we navigate these changes.
Due to the high volume of orders we cannot guarantee order cancellations or changes to orders. Please double check all items and sizes in your cart as well as your shipping address for accuracy before completing check out. Please see our order exchange policy below.
Unworn, unwashed and unused merchandise may be returned within 30 days of an orders delivery date. Shipping charges will not be refunded.
Once tracking information is received, and your package shows it is on its way back to us, your refund will be processed within 3-5 business days. The refund will be issued to your bank equal to the price of the returned item(s). Please allow 5-10 business days for the amount to reflect in your account (timing will vary based on your financial institution).
If you are refunded using Store Credit you will receive an email containing a gift card code equal to the amount of the returned item(s), once your return has been processed. Gift Card funds are available immediately once your return is processed. These gift cards cannot be refilled and will only expire once the funds have been depleted.
- Items purchased on clearance cannot be refunded. We do allow exchanges for other items that are currently on clearance.
- Items purchased using a discount code can be returned and refunded but only in the form of store credit. We do allow exchanges for items of equal value.
Customers can exchange an item for a different size or color in the same style at no extra cost. If you're interested in exchanging for a different item, an invoice reflecting the price difference will be emailed to you for you to pay. Exchange orders will not be created or shipped until the customer has notified our customer service team with tracking information to show that the original item has been sent back. These exchanges may be subject to an additional shipping fee.
At Lulu & Roo, quality and customer service are our top priorities. Although we do strive to provide the best quality in our products there can be defects that slip by us. If you have received a defective item please contact customer service at email@example.com within 7 business days from receiving the order. You will need to provide a photo of the damaged item and order number to help move the process along faster.
DISCOUNT CODES & REWARDS POINTS
Reward points and discount codes cannot be combined on orders. There can only be one discount/reward code used per order (one code cannot be used on multiple orders) and no stacking codes. Codes cannot be applied retroactively. Rewards points are also only applied against full priced items and excluded from items on sale. Please see the Rewards Loyalty Program for more details.