Order Cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

• You do not receive them within the guaranteed time (30 days not including 2-5 day processing)
• You receive the wrong item
• You do not want the product you have received (but you must return the item at your expense and the item must be unused)
• If you need assistance with damages or incorrect items, please contact us at lulu.maison.nyc@gmail.com within 7 days of delivery.
• The original receipt or a copy of it must come with the product.

We do not issue the refund if:

• Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
• Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

Note: You can submit refund requests within 15 days after the guaranteed period for delivery (30 days) has expired. You can do it by sending a message via contact form or email us at lulu.maison.nyc@gmail.com

Non-Returnable Items
Clearance items are final sale and cannot be returned or exchanged.

Exchanges
We’re unable to process exchanges at this time. If you’d like a different style or color, simply return the original item and place a new order.

Returning a Gift
If you received a product as a gift and want to return it discreetly, email us at lulu.maison.nyc@gmail.com within 30 days of receiving it. We’ll gladly issue store credit equal to the cost of the item.