Returns & Exchanges
30-Days Return & Exchange Policy
- If you want to exchange or return your orders, you must submit your return request via email firstname.lastname@example.org within 30 days of receiving your package. We won’t process any return or exchange without notifying our customer service. Please include an explanation and a photo explaining why you are returning. After we approves your request, we will provide you with the return address and the Product Return Form. You must fill in the Product Return Form and return the items with the Product Return Form.
- If the items are returned or exchanged due to the customer’s personal reasons, the customer shall be responsible for the shipping fee both side.
- Please make sure the item you need to return or exchange is not worn, washed, damaged, and the label is in good condition.
- All returned items will be inspected. We will deal with the refund after confirming that the product has the problem you mentioned. It usually takes 2-5 working days for refunds to enter your account, depending on the bank or payment service you used. The bank or payment service you used may charge a small transaction fee. Please note that all refunds will be returned to your payment account by the original route.
LULUSILK shall be responsible for the shipping fee under the following conditions:
- Mis-shipped products. This means that the products we shipped were different from those ordered by the customer. After confirmation, you could request a free exchange or return. We will be responsible for the shipping fee and full refund.
- Wrong color and size. If we shipped the products with wrong color or size, after confirmation, you could request a free replacement or return. We will be responsible for the shipping fee and full refund.
- Product defected and damaged. If you think your return falls into this category, please email us with images of the product or get a "proof of damage" document from your shipping company for the product and include it in the return package. After verification, we will be responsible for the shipping fee and full refund.
- If the items are returned in unacceptable conditions, we reserve the right not to process the refund.
Thanks for your understanding and wish you have a nice shopping journey at LULUSILK store.