Refund policy

 

Full-Priced Items
Credits or exchanges are available on full-priced items within 7 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Refunds are processed within 5 business days of receiving the returned item.

Sale Items
Exchanges on sale items may be considered on a case-by-case basis.
All sale items are final sale and not eligible for refund.

Faulty Items
If you believe an item is faulty, you may return it for inspection. Refunds will only be granted if the item is deemed faulty by our team after assessment. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Due to hygiene reasons, we do not accept returns for jewellery or swimwear.

Return Shipping Costs

Customers are responsible for return shipping for non-faulty items. Lulu Zagame covers return shipping for faulty items.
For international returns, customers are responsible for shipping and customs/duties.

 

How to Request a Return or Exchange:

1. Please email us at hello@luluzagame.com with your order number, reason for return, and preferred resolution (exchange or refund).

2. Once approved, please return your items to:

Lulu Zagame
555B Chapel St
South Yarra, VIC 3141
Australia

If your return is approved, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We will confirm that your return aligns with our returns policy. 

Returns must be shipped or returned to our store within 7 days of the approval date to be eligible for a refund or store credit.

 
Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@luluzagame.com.