Refund policy

Do you accept exchanges? 

Due to limited stock, exchanges are not available at this time.
If you would like a different size or colour, please return your item and place a new order.

If the desired product is unavailable, you may join the waitlist on the product page to be notified when the item is restocked.

Return conditions

Please note that:

Returns sent to a pickup point will not be processed (if you choose to return at your own method and cost)
Return shipping costs are at your expense

In accordance with the provisions of Article L221-18 of the French Consumer Code (Code de la consommation), you have 14 days after receiving your order to make a return. After this period, no refund can be issued.

Customer is responsible for shipping cost should you want us to resend your order. Shipping costs are non-refundable.

If the deadline is exceeded or if the item does not meet our return conditions, we will not be able to process it. If you wish to recover your order in these cases, the reshipping costs will be at your expense.

Returned items must:

The returned item must be new, unworn, unwashed, free of stains or odours, and in the same condition as when received. (no perfume, makeup, cigarettes, stains, etc.)
Have the original hangtag attached and original packaging (if applied)
All the accessories that come with the item must be returned in it’s original condition

If the returned package does not arrive at our instructed address for return, we cannot issue a refund until the item is received and approved.

In case of non-compliance with these conditions, the return will not be accepted, and the reshipping costs of the parcel will be at your expense.

How do I return an item?

To return an item, please refer to page Return Instruction for more details.

Once we have received and inspected the returned item, if your request is approved, your refund will be processed to your original payment method used when placing the order.

Shipping costs will be automatically deducted from the total refund amount after your return is processed; please note that shipping costs are non-refundable. 

We process returns within 10 days.

When will I receive my refund? 

Refunds are processed up to 30 business days after the returned item is received and approved.

Refunds are issued to the original payment method used for the purchase.

Late or missing refunds (if applicable)

If you have not yet received your refund, please first check your bank account again. Then contact your credit card issuer, as there may be a delay before your refund is officially posted.

Next, contact your bank. There is often some processing time required before a refund appears.

If after completing all these steps you still have not received your refund, please contact us at contact@lulunam.com .

Order Changes & Issues

Can I cancel or modify my order? 
Orders cannot be modified after payment.

Delivery addresses may be updated shortly after placing the order, before it is shipped.

Orders can only be cancelled before they are processed and shipped.
To request a cancellation, please reach us at:  contact@lulunam.com

What should I do if my item is damaged or faulty? 

If you receive a damaged or defective item, please contact: contact@lulunam.com

Include:

Your order number
The reason “Damaged or faulty”
Two clear photos of the item
Make sure the product label is visible and intact

If the defect is confirmed, our customer support will provide a suitable resolution.

What if my package is lost? 

Once a package has been shipped, it is handled by the carrier.
If your package is lost in transit, please contact the carrier directly.
We will do our best to assist you with the investigation.
We recommend shipping to a secure address where someone can receive the package.

What if I entered the wrong shipping address? 

Customers are responsible for entering the correct shipping address.
If a package is returned to us due to an incorrect address:
A Return-to-Sender (RTS) fee may apply. Reshipping costs will be charged
If you choose not to have the order reshipped, your refund will be issued minus the original shipping cost and RTS fees.