Refund policy
At LULU IN THE BAY, customer satisfaction is our priority. We want every customer to enjoy a smooth and pleasant shopping experience.
If you are not completely satisfied with your purchase, we are here to help. Please review our Return & Refund Policy below before submitting a return request.
RETURN WINDOW
We accept eligible returns within 30 days from the date your order is delivered.
To qualify for a return, all items must:
- Be unworn, unused, and unwashed.
- Be returned in their original condition.
- Include all original tags attached.
- Be free from stains, makeup, perfume, odors, pet hair, or any signs of use.
- Be returned in the original packaging whenever possible.
Items that do not meet these conditions may not be accepted.
NON-RETURNABLE ITEMS
For hygiene and safety reasons, the following items cannot be returned:
- Final Sale items
- Gift Cards
- Bodysuits
- Underwear & Lingerie
- Swimwear with the hygiene liner removed
- Earrings
- Personalized or custom-made products
- Beauty accessories
- Items damaged through misuse or improper care
HOW TO REQUEST A RETURN
Before sending any item back, please contact our Customer Support Team for return approval.
Customer Support
To help us process your request quickly, please include:
- Order Number
- Full Name
- Email Address
- Item(s) you wish to return
- Reason for the return
- Photos of the item if it is damaged, defective, or incorrect
After your request is reviewed and approved, we will provide the correct return instructions and return address.
Returns sent without prior authorization may not be accepted.
RETURN SHIPPING COSTS
Customers are responsible for return shipping costs unless the return is caused by:
- An incorrect item shipped by us
- A damaged item received upon arrival
- A confirmed manufacturing defect
Original shipping fees are non-refundable.
For your protection, we recommend using a shipping service with tracking information.
DAMAGED OR INCORRECT ITEMS
If you receive an item that is damaged, defective, or different from your order, please contact us within 7 days after delivery.
Please provide:
- Order Number
- Photos of the product
- Photos of the shipping package
- Photos of the shipping label
Our Customer Support Team will review your request and provide an appropriate solution.
REFUND PROCESS
Once your returned item has been received and inspected, we will notify you of the return result by email.
If your return is approved, your refund will be issued to your original payment method within 5–10 business days.
Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
ORDER CANCELLATION
Orders may be canceled within 12 hours after being placed.
Once an order has entered processing or has been shipped, cancellation requests can no longer be accepted.
ADDITIONAL INFORMATION
Please note:
- All returns require prior approval from our Customer Support Team.
- Unauthorized returns may be refused.
- Items showing signs of wear, washing, alteration, or damage after delivery are not eligible for a refund.
- Please package returned items securely to prevent damage during transit.
- LULU IN THE BAY reserves the right to refuse any return that does not comply with this policy.
RETURN ADDRESS
The address displayed on our website is provided for business correspondence only and is not our return warehouse.
Please contact Customer Support before returning any merchandise to receive the correct return address.
CONTACT US
LULU IN THE BAY
Business Address
4102 Desert View Dr
San Antonio, TX 78217
United States
Business Correspondence Only – Not a Return Address
If you have any questions regarding returns or refunds, please contact vip@luluinthebay.com.
Our Customer Support Team typically responds within 24–48 business hours.
LULU IN THE BAY
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