Refund policy

Returns, Refunds & Exchanges

We want you to feel good about shopping with hey Lulu™, so if something's not right, we're here to help.

If something's wrong with your order

If your item arrives damaged, faulty, incorrect, unsafe, or otherwise doesn't meet your rights under the Australian Consumer Law, please email us at hello@hey-lulu.com with your order number and a photo or two, and we'll work with you to make it right. We may ask for the item to be returned for assessment before we process a replacement or refund.

Changed your mind?

That's okay it happens! We accept change-of-mind returns on unopened, unused and untested products within 30 days of delivery, as long as they're in their original condition and packaging. Just reach out to us first at hello@hey-lulu.com so we can talk you through the next steps.

A few things to know

If you're returning one item from a discounted bundle or set, any refund will be based on the discounted bundle price for that item, rather than its full standalone price.

Change-of-mind returns aren't available on gift cards, or on sale items (though your Australian Consumer Law rights still apply to sale items if something's faulty).

Please don't send anything back before contacting us, we need to okay it first so nothing goes astray.

Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.

Return shipping

For change of mind returns, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as we are unable to refund or exchange items that are not received by us.

Original shipping costs are not refundable unless required by law or unless the item is faulty, damaged or incorrect.

Refunds

Once your return arrives and we've given it a quick once-over, we'll let you know if your refund's approved. Approved refunds go back to your original payment method. Please allow up to 7 business days on our end, plus a little extra time for your bank or payment provider to do their thing.

Questions about a return or refund? Email us anytime at hello@hey-lulu.com.