Return and Refund Policy

We at Lulùe take pride in the quality and craftsmanship of our handmade products. Our return and refund policy has been carefully designed to balance customer satisfaction and the nature of our unique, handcrafted items. Please read this policy carefully before making a purchase.

At Lulùe, each product is made to order, meaning the standard 14-day cooling-off period does not legally apply. However, we value customer satisfaction and have set specific conditions under which you may request a return.

To be eligible for a return

• The product must be unused, in its original condition, and in its original packaging to maintain its integrity and resale potential.
• As handmade items are inherently unique, slight variations in decoration, folding, embossing, or paper pairing are natural and not considered defects.
• The product’s packaging must remain unopened to ensure it is in perfect condition for resale.

Return Process

1. Contact our customer service team at info@lulue.shop within 14 days of receiving your order to initiate the return.
2. Provide your order number and details about the product(s) you wish to return.
3. Once your return request is approved, you will receive instructions on how to ship the product back to us. Customers are responsible for the cost of return shipping unless the product is faulty or mis-described.
4. All returns must be authorised by us before shipment. Once approved, returns should be sent to the following address: Kiosk 7, St Nicholas Centre, St Nicholas Way, Sutton, SM1 1AY. Returns sent to any other address without prior authorisation will not be accepted.

Inspection and Refund

• Upon receiving your return, we will inspect it to confirm eligibility.
• If approved, a refund will be issued to your original payment method within 14 days.
• If the return does not meet our criteria, we reserve the right to deny the refund and return the item to you.
• We do not accept returns for opened or damaged products, as they cannot be resold.

All returns must be in their original packaging and accompanied by a valid purchase receipt.
Unaccepted returns will be sent back at the customer’s expense.

Customs Fees

• Extra duties and taxes may apply to certain countries, particularly in regions such as Asia, South America, Africa, and Europe. Customers are responsible for any such fees imposed by their government.
• If a package is refused due to customs duties, we will refund the value of the order minus the shipping cost. If the package is refused and destroyed by the courier, we cannot process a refund.

Damaged or Faulty Products

• If your product arrives damaged or is faulty, please contact us immediately at info@lulue.shop with photographs of the damage. We will work with you to resolve the issue promptly.
• In the case of faulty products, we will cover the return shipping costs and provide a full refund or replacement.

Handmade Nature of Lulùe Products

• All Lulùe products are handmade, making each piece unique. While we follow predefined designs, minor variations in decoration, folding, and embossing are part of the product’s artistic charm.
• The photos on our website serve as a guide to the final look of the product. If customers are unable to replicate the exact composition or position of leaves or flowers, this is not considered a defect.