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WHAT IS YOUR RETURN POLICY?

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 are confident that you will love your ALULU purchase, and is important to us that you feel happy, empowered and beautiful in your ALULUs - this is why we offer 14-day return service for full-priced purchases. This policy is conditional on the following:

Unless the return is required by law:

  • Item/s must be returned in the same condition in which they were received i.e. unworn, unaltered, unwashed and with their tags attached;
  • Item/s must not have been worn, washed, altered, scented or marked;
  • All packaging (including garment bags) shipped with your order must be returned;
  • All labels and tags have not been removed and are intact, including hygiene seal;
  • For all swimwear, you must try on items wearing undergarments. If returned, the protective hygiene strip must remain in place and will not be accepted if removed or altered, or the item otherwise shows signs of wear;
  • You must notify us of your intent to return within 48 hours of receiving your item/s and item/s must be received by us within 14 days of the date your purchase is delivered. Refunds will be processed less shipping costs incurred by ALULU;
  • ALULU Gift Cards cannot be returned for a refund;
  • PRE-ORDERS cannot be returned for a refund;
  • We recommend that all items are tried on as soon as they are received to ensure you are able to have the product received by us within the returns timeframe (within 14 days of delivery to you). If you are returning your item we recommend choosing Express Post method;
  • Store credit notes are valid for 3 years from the date of issue;
  • Original shipping charges are non-refundable and charges for returned items are the responsibility of the customer. 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;
  • AfterPay and ZipPay fees incurred by ALULU are non-refundable. We would love to be able to refund these fees incurred by us, but what you might not realise is that although AfterPay and ZipPay is free for you to use as a consumer, it is not free for us to use as business. We pay a non-refundable 6% of the total purchase cost to AfterPay & ZipPay - even if you get a refund. If you are eligible for a refund using AfterPay or ZipPay your refund will be less 6% of total purchase cost;
  • If the items are returned despite this policy, they will be posted back to you at an additional charge.

FULL PRICED PURCHASES
All full-priced purchases (excluding pre-orders) received by us within 14-days of delivery to you and in original condition are eligible for full refunds to the value of the items. Pre-orders only eligible for a store credit to exchange. No refunds will be issued for pre-order purchases.

PROMOTIONAL CODE
Orders which have used a promo code which discounts the order (excluding our subscriber Welcome Offer) are only eligible for a store credit to exchange. No refunds will be issued for promotional code purchases. If you are unsure of what is included within the term "promotional code" please reach out to us before you purchase;

PRE-ORDERS
Pre-orders are only eligible for a store credit to exchange. No refunds will be issued for promotional code purchases. 

SALE ITEMS
Item/s purchased on sale are only eligible for store credit to exchange. No refunds will be issued on sale items;

FAULTY CLAIMS
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. 

Please note:
ALULU reserves the right to refuse returns at our own discretion. In the instance that your returns claim is not accepted, it will be returned to you. Shipping and handling charges are non-refundable unless the item is faulty. 

While ALULU seeks to offer a customer-friendly returns policy, please note that habitual returns are closely monitored. Excessive returns by the same individual will be flagged and potentially refused at ALULU's discretion. 

If you do need to organise a return, please contact us within 48-hours of receiving the items. If your return is approved, please ensure the item is scanned into our Post Box within 14-days of the item being deemed to have been delivered to you. We recommend Express Post method to prevent shipping delays affecting your return item.  

For any questions or concerns regarding returns or exchanges, please contact us via 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 3 years 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 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 CAN 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 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. 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 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: 0410 838 577

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.