Your cart
Close Alternative Icon
FREE AUSTRALIAN SHIPPING | 30 DAY RETURNS FREE AUSTRALIAN SHIPPING | 30 DAY RETURNS
Down Arrow Icon
Bag Icon

FAQ'S

 

WHAT IS YOUR RETURN POLICY?

With ALULU you can be assured we pride ourselves on high-quality, beautiful products. We work hard to ensure you are completely satisfied with your purchase.

We get that shopping online can sometimes be tricky, especially when it comes to finding the right fit. That's why we've spent a lot of time working on our size chart to help you find the perfect fit.

But, in the event that you are not completely happy with your purchase or there are problems with the fit, ALULU provides a very flexible returns and exchange policy. 

 

  • Full Price and Discount Code Promo items are eligible for full refunds & exchanges.
  • End of Season Sale items are eligible for exchanges and store credits.
  •  

    In order to issue a return or exchange the following requirements must be met:

    • Item/s must be in the original condition.
    • Item/s must not have been worn, washed, or altered.
    • All labels and tags have not been removed and are intact, including hygiene seal.
    • We must receive the item/s into our warehouse within 30 days of your original order.

    If you wish to exchange your item please email us at hello@alulu.com.au. Please provide your order number, name and details (phone and postal address) so we can assist you promptly.

    Please note you are responsible for all costs (including shipping) associated with sending the item/s you wish to exchange back to our warehouse. ALULU will pay for shipping for the replacement item.

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a refund or exchange will actioned. 

    If you do need to organise a return, be sure to contact us within 5 working days of receiving the items.

    If you have any questions please contact us at hello@alulu.com.au.

    WHAT IF MY ORDER ARRIVES DAMAGED OR FAULTY?

    If this is you, we’re just as disappointed! We work hard on ensuring our products are produced to the highest quality and pride ourselves on a pride ourselves on high-quality products and an easy and faultless experience for our consumers. Be assured we will replace your item with priority.

    In the unlikely event of garment damage or fault at point of arrival, please contact us and we will arrange a return for you. We’ll be in touch when we receive your garment and will arrange to have another sent to you. 

    WHEN DOES MY CREDIT NOTE EXPIRE?

    Credit notes are valid for 12 months from the date that they have been issued to the customer.  

    WHAT PAYMENT METHODS DO YOU ACCEPT?

    We accept PayPal, Visa, MasterCard & for Australia orders AfterPay & Zippay. 

    WHAT CURRENCY ARE YOUR PRICES IN?

    The currency is dependent on your location. The currency symbol is located beside the Search bar on the top left corner of the screen. 

    CAN I CHANGE MY ORDER ONCE IT HAS BEEN PLACED?

    If you require any changes to your order including correcting address details and sizing, please contact us immediately at hello@alulu.com.au to seek an adjustment. Unfortunately, if your order has already been processed we may be unable to make alterations to merchandise and delivery details and ALULU accepts no responsibility for incorrect details entered. However, our usual returns process is available. 

    Shipments that are rejected by the receiver will result in the customer incurring redirection fees. In the instance that a shipment is rejected by the receiver, it is the customer's responsibility to contact us to notify us of the situation. 

    HOW CAN I TRACK MY ORDER?

    Orders shipped within Australia are sent with Australia Post and orders shipped outside of Australia are sent with Australia Post and DHL Express. We will provide you with a tracking number once your order has been despatched. 

    HOW DO I PLACE A PAYPAY ORDER?

    Browse the ALULU Online Store and add the items you want to your cart. When proceeding through the checkout process, select PayPal as your payment method. You will be redirected to PayPal to finalise your order. Once your order has been placed online you will receive two emails, one from PayPal to confirm your payment and one from ALULU to confirm the details of your order 

    HOW DO I KNOW WHICH SIZE TO BUY?

    Please refer to our size chart for our standard measurements per size. These size charts are only a guide, but can give you a better idea of what size you might be. If you would like specific sizing information for a product you can contact us on hello@alulu.com.au and one of our team can get back to you with more information about any particular item.  

     

    IS MERCHANDISE TRUE TO SIZE?

    We follow set guidelines when designing merchandise, and in turn merchandise is true to size. Please note some garments are designed to be worn close to the body, and others as a relaxed fit. This information is noted in the product style notes. If you are unsure of your size, please refer to our size guide or contact our E-Boutique via email at hello@alulu.com.au for assistance.  

    ARE YOU ABLE TO PROVIDE EXACT MEASUREMENTS FOR MERCHANDISE?

    Unfortunately due to copyright restrictions, ALULU is unable to provide our design information for merchandise. This includes our garment specifications and imagery.  

    ORDERING INFORMATION:

    For all online customer service, order enquiries and wholesale enquiries, please email us at hello@alulu.com.au 

    PRIVACY:

    We take the utmost care and concern for your privacy while you’re shopping on our site. We will never share or sell your information to any third party, and the information we collect is solely used to contact you about your order if necessary. Transactions on our site are secured and your credit card information is never stored. Alulu strives to ensure the security and safety of its customers and reserves the right to reject any order which raises concern. If there appear to be irregularities regarding an order, we will contact the customer before processing the order to protect their interests and ours.