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FREQUENTLY ASKED QUESTIONS

What is your return policy?

Please read carefully before placing your order as by shopping with ALULU, you are agreeing to the following terms and conditions in accordance with the ACCC guidelines. 


When processing an online return please use our returns portal located here to submit your return request.


ALULU will happily accomodate the following return options for all online orders purchased at full price.


The item/s must be in original condition, with all tags remaining in place, including hygiene seal. Item/s must not have been worn, washed or altered in any way. 


*Please note you must be in contact with us and have shipped the item/s back to one of our stores within 7 days of receiving your online order.


Credit Notes and Exchanges 


If you adhere to the above guidelines and wish to return your item/s for an exchange we will offer free shipping on exchanged item/s shipped back to you. We will hold your exchange item/s aside until your return has been delivered back to us in-store. We will be in touch with you to send out your replacement and you will be notified via AusPost tracking when item/s exchanged are on there way back to you. Please allow 1-3 days for us to process this once it has been received back in store.


Credit notes are valid for 12 months. Credit notes can be used via our online store only. You will be emailed a unique code to enter upon checkout.


Further instructions will be given once your return has been approved via our Returns Portal.


Requesting a Refund 


If you adhere to the above guidelines we will issue a refund where purchased item/s have been made at full price only, meaning no discounts, promo's, credit notes, gift vouchers or loyalty dollars have been applied at checkout.


*Please note we don't offer refunds on purchases made via AfterPay.


For domestic orders, a $10 processing fee will be deducted from your refund to cover any shipping, handling expenses and processing fees. For international orders, a $40 processing fee will be deducted from your refund to cover any shipping, handling expenses and processing fees. You will also be required to return the item/s at your own cost. If you pay via your PayPal account PayPal may be able to refund your return shipping costs. For more information click here.


Further instructions will be given once your return has been approved via our Returns Portal. 


ALULU takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer until received by ALULU.


Each garment is carefully checked by ALULU's packing team prior to dispatch. However, in the rare event you receive an incorrect or damaged item, please contact us as soon as possible with an image of the fault and the corresponding order number to hello@alulu.com.au. Our team will then review the information and address any issues accordingly. Claims for items purchased three months or more prior are considered outside the faulty claims period and will be processed at ALULU's discretion. For faulty items we offer repair, replacement or full refund at ALULUs discretion. Items damaged through wear and tear, accident or misuse with not be categorised as faulty. 


If at any stage ALULU assess the return as unsuccessful the item will be returned to the customer. 


This policy does not affect your statutory rights. 


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. 

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. Shop Pay, G Pay. 

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 do I know which size to choose?

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. We provide any additional fit information 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. 

How do I place a PayPal 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 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. 

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.   

FABRIC CARE

  • To ensure correct treatment please refer to individual care labels on each product.
  • Cold gentle machine wash garment separately or hand wash with luke warm water.
  • High amounts of chlorine will damage your swimwear. Neutralise any residual evidence of chlorine by rinsing after wear.
  • Use mild detergent.
  • Do not wring, soak or bleach.
  • Do not tumble dry.
  • Drip dry in shade.
  • Do not leave rolled up wet.
  • Rinse immediately after use.
  • Do not iron.
  • Do not dry clean.
  • Avoid contact with rough surfaces as this may cause pulling to swimwear.
  • We use the best dyes available, however we cannot guarantee complete colour fastness on some fashion colours.
  • Be careful not to wear light coloured clothing over wet swimwear. Some shades may bleed or transfer when wet.
  • We recommend that you do not wear your swimsuit in spa baths, as it could cause damage to your swimsuit.
  • Fake tanning products will mark and damage swimwear. ALULU recommends taking extra care when using these products and always ensure they are completely dry before they come in contact with your swimwear.
  • Some sunscreen lotions and tanning oils may mark or damage swimwear.
  • Some sunscreen lotions may mark or discolour white swimsuits. If your white swimsuit has been discoloured by a sunscreen product, we recommend soaking in baking soda and water (3 litres of water with 1/4 cup of baking soda dissolved) for 2-3 hours before removing it. Then rinse well and air dry. Do not soak it in bleach as it will weaken the fibres of the suit, which can then make it easier for things like sunscreen residue and your body's natural oils/sweat to penetrate your swimmers and cause more discolouration. 
  • We recommend that you rinse immediately after use.


SCHEDULE A FIT CONSULTATION

Would you like to schedule a complimentary fit consultation with one of our experts? Click here to book.


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 appears to be irregularities regarding an order, we will contact the customer before processing the order to protect their interests and ours. 


PROTECTING YOUR PRIVACY


Alulu is committed to protecting your privacy and as such will not sell or share it’s customer details. We take our customers privacy seriously and we will only collect and use your personal information as outlined below. Our Privacy Statement fully complies with the Privacy Act 1988 and represents the industry’s best practice.


INFORMATION SECURITY


For an order to be placed with us, we need to hold personal information including your name, email address, phone number, shipping address and credit/debit card details so that we can process and fulfil your order. To ensure this information is kept safe, a Secure Socket Layer (SSL) encrypts the information before it is sent to us.


The personal information we collect from you will be used in some or all of the following ways, to deliver the products you have purchased from Alulu, to update you on the delivery of the product and for customer support purposes, to provide you with relevant product information and to customize future shopping for you and improve our store.


When you register as a user on the Alulu website, we will also use your personal information to send you marketing and/or promotional materials from time to time. 


You can unsubscribe from marketing information at any time by using the unsubscribe function within the electronic marketing communication. 


We will not share your information with any other organisations other than related companies and those third parties directly related to the delivery of the products you have purchased from the Alulu website.


PAYMENT SECURITY


All credit card payments are securely processed by Paypal, Shopify payments for Credit Cards. ALso AfterPay & Zippay. They ensure that the payment gateway on our site is secure and make sure your information is protected at all times.


COLLECTION OF COMPUTER DATA


When you visit Alulu, our company servers will automatically record information that your browser sends whenever you visit a website. This data may include your computer’s IP address, your Browser type, the webpage you were visiting before you came to our site, the pages within the Alulu website you visit and the time spent on those pages, items and information searched for on our site, access times and dates, and other statistics.


This information is collected for analysis and evaluation in order to help us improve our site and the services and products we provide. This data will not be used in association with any other personal information.


TEXT MARKETING AND NOTIFICATIONS


By entering your phone number in the checkout and initialising a purchase, you agree that we may send you text notifications (for your order, including abandoned cart reminders) and text marketing offers. Text marketing messages will not exceed 5 per month. You can unsubscribe from further text messages by replying STOP or following the link in the message. Message and data rates may apply.


WHERE AND HOW TO ASK QUESTIONS OR FILE COMPLAINTS


If you require more information please visit our "contact us" page and send us an email, or you can mail us at:

Alulu Att: Po Box 771, Byron Bay, 2481, NSW, Australia

Phone: 0410838577

Email: hello@alulu.com.au


CHANGES TO THE PRIVACY STATEMENT


Alulu reserves the right to modify and change the Privacy Statement at any time. Any changes to this policy will be published on our site.