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.
