returns & exchanges

returns policy

Items can be returned to us for store credit which is valid for 6 months.
You can post your returns within 14 business days of receiving your items

Item(s) need to be returned in their original condition and/or packaging unworn, unwashed, unused and with all tags attached. 

Items that have been damaged or altered will not be accepted. Due to health and hygiene reasons we cannot accept returns on earrings or swimwear. 

We aim to provide our customers with products of high quality. A thorough check is performed before any of our products are available in store. If you purchase an item and believe it has a manufacturing fault, please contact us right away via our contact us page. If a repair or replacement is not available a full refund or credit will be provided.

how do I send a return?

Send us an email to customercare@luluanddaw.com with your Order Number and reason for return. Send your return back with a completed returns form via your chosen delivery service within 14 days of receiving your item. A returns form will be attached to your receipt. You will need to cover the cost of return postage. We encourage using a tracking service so you can track your return. 

have you received my return?

Using a tracked service you can track your return to see when it reaches us at Lulu & Daw. Please allow up to 3 business days for us to process your return and issue you a store credit. We will send you a confirmation email when we have applied your credit to your account. 

I want to exchange an item.

We recommend returning your item and using your store credit to place a new order. Need it urgently? Please contact us on 0477 691 820 to discuss the best possible option. 

AfterPay or ZipPay Returns

If you return an item purchased through Afterpay or ZipPay, we will provide you with a store credit into your Lulu & Daw account. Please be aware that your personal agreement with Afterpay or ZipPay will still stand and you will continue to pay any scheduled repayments. Lulu & Daw is unable to offer partial refunds/store credits. The store credit will be deposited for the total value of the item(s) returned. 

For any queries please contact Afterpay on 1300 100 729 or ZipPay via customercare@zipmoney.com.au

I've received a faulty item

Please email us via customercare@luluanddaw.com with clear photo(s) of the fault and include your order number. We will get back to you as soon as we can. 

If you have received a faulty item we will offer you the choice of a refund of 120% store credit once the item has been returned. All refunds will be issued by the payment method that was used to purchase the item.