Shipping policy

HEY LULU — SHIPPING POLICY

Last updated: 26 November 2025

At Hey Lulu™, we want your goodies to arrive safely, quickly, and in perfect condition. Below is everything you need to know about how we ship your orders.

ORDER PROCESSING TIMES

We aim to dispatch orders within 1–3 business days. During peak periods, launches, holidays, or promotions, processing times may be slightly longer. You’ll receive an email notification once your order has been shipped.

SHIPPING WITHIN AUSTRALIA

Standard Shipping

  • Flat rate: $10

  • Estimated delivery: 3–14 business days

Please note that shipping times are estimates only and may vary depending on your location and Australia Post, courier delays or peak sales periods which can delay delivery times. 

SHIPPING DELAYS

Delivery times are an estimate only. Hey Lulu™ is not responsible for delays caused by:

  • Australia Post or courier disruptions

  • Weather events

  • Peak holiday periods

  • Customs processing

  • Incorrect shipping information provided at checkout

We’ll always do our best to support you if your parcel is taking longer than expected.

ADDRESS ERRORS & NON-DELIVERABLE PARCELS

Please ensure your shipping details are complete and accurate at checkout.

If a parcel is returned to us is due to an incorrect address, refusal, or failure to collect, we can:

  • Resend the parcel (additional shipping fees apply), or

  • Issue a refund for the product total (shipping fees are non-refundable)

LOST OR DAMAGED PARCELS

If your parcel arrives damaged, or appears lost in transit, please email hello@hey-lulu.com so we can investigate.

For damaged items, photos are helpful so we can resolve the issue quickly. Please note: once the parcel is handed to the carrier, risk of loss transfers to the customer (as per our Terms of Service).

PRE-ORDERS & OUT-OF-STOCK ITEMS 

If an item is marked as a pre-order, the estimated shipping timeframe will be noted on the product page.

Orders containing pre-order items may be shipped together once all items are available, unless otherwise stated.

CONTACT US

If you have any questions about your order or need help with tracking, reach out to us:

hello@hey-lulu.com

Hey Collective Pty Ltd (trading as Hey-Lulu Skincare)
ABN: 52 679 983 352