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AUSTRALIAN AND INTERNATIONAL DELIVERY

Standard Delivery within Australia

  • $9 Shipping cost (AUD)
  • Delivery in 2-4 business day

Express Delivery within Australia

  • $12 Shipping cost (AUD)
  • Delivery in 1-2 business days

Express Delivery within USA

  • Shipping cost is free for full priced items
  • Delivery in 6-12 business days

Express Delivery within New Zealand

  • Free Express Shipping for orders over $200
  • $35 International Express Shipping for  orders under $200
  • 5-8 Business Days 

Standard Delivery within New Zealand

  • Free Express Shipping for orders over $200
  • $15 Standard Shipping 
  • 7-12 business days for standard shipping


Express Delivery rest of the world

  • Free Express Shipping for orders over $250
  • $40 Express Shipping for orders under $250
  • 4-10 business days

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

Customer satisfaction is at the heart of all we do. If you are unhappy with the merchandise you received for any reason, we will provide a credit note or refund via our Returns Portal under the following conditions:

  • Merchandise must be returned and received by ALULU within 14 days of dispatch. 
  • Merchandise must be returned in the same condition in which they were received i.e. unworn, unaltered, unwashed and with their tags attached. 
  • You must contact within 48 hours of receiving the item to receive a RA number.
  • At this stage we do not offer exchanges on any items. If you would like a different size or item, you will need to follow the returns process for a credit note to repurchase the new item. 
  • Sale items or items purchased at a reduced price using a promotional code, are not eligible for a refund unless deemed faulty. Sale items or promotional code items can be returned for store credit to exchange. 
  • Pre-orders are only eligible for a store credit to exchange. No refunds will be issued for pre-order purchases. 
  • 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;

For hygiene reasons, swimwear returns must be in an undamaged, unworn condition with all labels & product swing tags attached. All swimwear must be tried on over underwear, without removing the protective adhesive strip. In the interests of hygiene, returns may not be accepted where it is obvious the items have been worn and may be sent back to the customer. 

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. 

FULL PRICED PURCHASES
All full-priced purchases (excluding pre-orders) received by us within 14-days of dispatch 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 pre-order purchases. 

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

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 dispatched by us. 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.