- We offer Free Express Shipping for all AU orders
- Delivery in 1-3 business days
AUSTRALIAN AND INTERNATIONAL DELIVERY
Express Delivery within Australia
Express International Delivery
- All orders are shipped internationally from NSW, Australia via DHL Express - the fastest international shipping method available
- We offer Free Express Shipping for all orders over $250 AUD. (Excluding import/customs charges - please see below)
- Orders under $250 AUD have a flat $20 shipping rate
- Any Duties and Taxes payable on International Orders are the responsibility of the recipient and ALULU has no control over import fees.
- Signature upon delivery is required
- Delivery in 5-12 business days
- Customs & Duties
All customers are responsible for customs/imports duties & taxes on orders outside of Australia. ALULU is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it.
We recommend contacting your local custom office for further information.
DUTIES AND TAX
International orders are subject to the duties and taxes determined by the country to which they are shipped. These fees are the responsibility of the recipient to pay upon delivery and are not included in the product(s) price. It's important to contact your local customs office for further information and an estimate of these costs before placing your order. Any delays paying these customs fees will result in a delay of delivery of your order.
RETURN CONDITIONS
We want you to be completely satisfied with your online purchase! If you change your mind for any reason, you are welcome to return it back to us within 14 days of receiving your order. Full priced items may be returned to us for a refund, exchange, or store credit, and sale or pre-order items may be returned to us for exchange or store credit, provided it adheres to the following conditions.
RETURN POLICY
- Merchandise must be returned to ALULU within 14 days of delivery for Australian and New Zealand customers, and 21 days for all other countries.
- Merchandise must be in original condition with all tags attached.
- Merchandise must not be worn, damaged, washed, or altered in any way.
- You will be required to return the item/s at your own cost.
To start your return, please select a compensation method below:
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Conditions
- 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
- Once lodged, your exchange will be put aside until your return has been delivered back to us in-store
- Please allow 1-3 days for us to process this once it has been received back in store
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Conditions
- Credit notes are processed at 110% of the order value and 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
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Conditions
- Refunds are only availble full price items, meaning no sale items, credit notes, gift vouchers or loyalty dollars have been applied at checkout
- The item must be received by us within 14 days of delivery to you
- Refunds are not availble for pre-orders
- If you received free shipping on your order, a $10 shipping cost fee will be deducted from your refund to cover any shipping, handling expenses and processing fees
- For international orders, a $40 processing fee is applied to all refunds to cover any shipping, handling expenses and processing fees
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Conditions
- We've partnered with Refundid to get you your refunds, instantly!
- Select Instant Refund with Refundid as your compensation option when lodging your return
- Refunds are only availble full price items, meaning no sale items, gift vouchers or loyalty dollars have been applied at checkout
- The item must be received by us within 14 days of delivery to you
- Refunds are not availble for pre-orders
- If you received free shipping on your order, a $10 shipping cost fee will be deducted from your refund to cover any shipping, handling expenses and processing fees
FULL-PRICED
- All full priced merchandise is eligible for a refund, store credit, or exchange.
- Original shipping fees, if applicable, are non-refundable.
- International orders are not eligible for exchanges.
- International orders are not eligible for free return shipping.
SALE ITEMS & PRE-ORDER ITEMS
- Sale items & pre-order items may only be returned for store credit or exchange only.
- Original shipping fees, if applicable, are non-refundable.
- International orders are not eligible for exchanges.
- 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.
SWIMWEAR
Swimwear is to be tried on wearing undergarments and the protective hygiene sticker must remain intact. Returns will not be accepted if the sticker has been removed or altered.
*Please note you must be in contact with us and have shipped the item/s back to one of our stores within 14 days of receiving your online order.
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. 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.
RETURNING YOUR ITEM
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.
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.
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.