Refund policy

At LULU WILLOW, customer satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help. Please review our Return & Refund Policy below before submitting a return request.

Return Window

We accept eligible returns within 30 days from the date your order is delivered.

To qualify for a return, all items must:

  • Be unworn, unused, and unwashed.

  • Be returned in their original condition.

  • Include all original tags attached.

  • Be free of stains, makeup, perfume, odors, pet hair, or other signs of use.

  • Be returned in the original packaging whenever possible.

Items that do not meet these conditions may not be accepted.

Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return:

  • Final Sale items.

  • Gift Cards.

  • Bodysuits.

  • Underwear & Lingerie.

  • Swimwear with the hygiene liner removed.

  • Earrings.

  • Personalized or custom-made products.

  • Beauty accessories.

  • Items damaged through misuse or improper care.

How to Request a Return

Please contact our Customer Support Team before sending any item back.

Customer Support Email

📧 hello@luluwillow.com

To speed up the process, please include:

  • Order Number.

  • Full Name.

  • Email Address.

  • Item(s) you wish to return.

  • Reason for the return.

  • Photos if the item is damaged, defective, or incorrect.

After your request has been reviewed and approved, we will provide detailed return instructions along with the appropriate return address.

Returns sent without prior authorization may not be accepted.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to:

  • An incorrect item shipped by us.

  • A damaged item upon arrival.

  • A confirmed manufacturing defect.

Original shipping charges are generally non-refundable unless otherwise required by applicable law.

For your protection, we recommend using a shipping service that provides tracking information.

Damaged or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days after delivery.

Please provide:

  • Order Number.

  • Photos of the product.

  • Photos of the shipping package.

  • Photos of the shipping label.

Our Customer Support Team will review your request promptly and arrange an appropriate solution.

Refund Process

After your returned package has been received and inspected, we will notify you of the outcome by email.

If your return is approved, your refund will be issued to your original payment method within 5–10 business days after approval.

Depending on your financial institution, additional processing time may be required before the refund appears in your account.

Order Cancellation

Orders may be eligible for cancellation within 12 hours of being placed, provided fulfillment has not yet started.

Once an order has entered processing or has already been shipped, cancellation requests may no longer be accepted.

If your cancellation is approved after payment, any applicable refund will be issued to your original payment method.

Additional Information

Please note:

  • All returns require prior approval from our Customer Support Team.

  • Unauthorized returns may be refused.

  • Items showing signs of wear, washing, alteration, or damage after delivery are not eligible for a refund.

  • Please package returned items securely to avoid damage during transit.

  • LULU WILLOW reserves the right to refuse returns that do not comply with this policy, subject to applicable law.

Return Address

The address displayed on our website is provided for business correspondence only and is not our return warehouse.

Please contact Customer Support before returning any merchandise to receive the correct return address.

Contact Us

LULU WILLOW

📧 Email: hello@luluwillow.com

Business Address

1222 Towering Pines Ln Albany, GA 31705 United States

Business Correspondence Only – Not a Return Address

If you have any questions regarding returns or refunds, please contact hello@luluwillow.com. Our Customer Support Team typically responds within 24–48 business hours.

Thank you for choosing LULU WILLOW. We appreciate your trust and are committed to making your shopping experience as smooth and enjoyable as possible.

🌿 LULU WILLOW — Your Style, Your Comfort, Your Confidence.