Returns and Exchanges

We’re confident you’ll fall in love with your ALULU Swimwear, but we understand that sometimes things aren’t quite right. For your peace of mind, we offer a thoughtful returns policy for items that meet our carefully considered conditions—ensuring both quality and hygiene are upheld.

Returns Overview

We accept returns for a refund, store credit, or exchange for most full-priced items, provided the items meet our return conditions. To initiate a return, please visit our Returns Portal.

  • Full-Priced Items: Eligible for refund, store credit, or exchange.
  • Sale Items: Only eligible for a store credit. No refunds or exchanges.
  • Final Sale Items: Non-refundable and ineligible for return, exchange, or store credit.
  • Preorder Items: Treated as full-priced items unless otherwise stated.

Return Conditions

To be eligible for a return:

  • Items must be unworn, unwashed, and in original condition, with all tags and hygiene stickers intact.
  • Items must be returned within 30 days of purchase.
  • Proof of purchase (e.g., order confirmation email or invoice) must be provided.

Items that do not meet these conditions will be returned to the customer at their expense.

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Swimwear missing the hygiene stickers.
  • Hair accessories (e.g., scrunchies, headbands).
  • Items marked as Final Sale at the time of purchase.

How to Return

  1. Start Your Return: Begin your return process through our Returns Portal.
  2. Prepare Your Items: Ensure all items meet the return conditions and are securely packaged.
  3. Shipping:

Exchanges

We offer exchanges for size or style changes, subject to stock availability. If your requested item is out of stock, we will provide store credit.

Store Credit

If you opt for store credit:

  • Store credit is issued via a unique code emailed to you once the return is processed.
  • Credits are valid for 3 years and can be used on any ALULU product.
  • Store credits are non-transferable and cannot be converted to cash.

Refunds

If eligible, refunds will be processed back to the original payment method. Please allow up to 7 business days for the refund to appear in your account, depending on your payment provider.

Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us immediately at hello@alulu.com.au with the following details:

  • Your order number.
  • Photos and a description of the fault.

Once assessed and confirmed as faulty, we will offer a repair, replacement, or refund as per Australian Consumer Law (ACL). ALULU will cover return shipping costs for faulty items.

International Returns

For customers outside of Australia:

  • Return shipping costs are the responsibility of the customer.
  • We recommend using a trackable postal service, as ALULU is not responsible for lost return parcels.
  • Customs and duties incurred during the return process are also the customer's responsibility.

Important Notes

  • Hygiene & Quality Checks: All returns are inspected upon receipt. Items that do not meet our return conditions will be returned to you at your expense.
  • Lost Parcels: ALULU is not responsible for parcels lost during the return process. Always use a trackable shipping method.
  • Final Sale Items: Items marked as "Final Sale" cannot be returned or exchanged under any circumstances.

Consumer Guarantees

This policy does not replace your rights under the Australian Consumer Law (ACL). If a product fails to meet acceptable quality standards, you are entitled to a refund, replacement, or repair.

Contact Us

For further assistance, reach out to our friendly customer service team: