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FAQs – LuLu | The Face Company

FAQs

Orders

How do I know if my order has been received?

Get excited…LuLu is now on its way to you! An order confirmation will appear as the final step in your order and you’ll receive an email confirmation with an order number and brief summary of your fabulous new purchase! Once your order has shipped, you’ll receive an additional confirmation email.

To track the status of LuLu Face Company order, kindly refer to your shipping confirmation email or call Customer Care at 860-205-2539

In order to receive a full refund, simply fill out the return form and attach the prepaid mailing label to the outside of your return package to mail the item(s) back to us.

How do I cancel an order?

You’re able to cancel within 30 minutes of placing an order. To cancel your order, simply log in to view your orders here and click the Cancel option.

Once you receive an order confirmation email, it means your order is already being processed and cannot be changed or cancelled by you or our Customer Care team.

What happens if a product is out of stock?

If an item is unavailable at the time of purchase, you will be notified and will not be able to add it to your cart. If an item becomes unavailable while it is in your cart, you will be notified at checkout and will not be charged for it.

What are my payment options?

The following credit cards are accepted: American Express, MasterCard, Visa, Discover

When will my credit card be charged?

Your card will be charged when your order ships.

Is gift packaging available?

Yes.. to be determined

Shipping

What shipping options are available?

UPS Ground
Ground shipping is $5 for orders under $50.
Ground shipping is complimentary on orders of $50 or more.

USPS Priority
Priority shipping is $5 for orders under $50.
Priority shipping is complimentary on orders of $50 or more.

UPS Second-Day
Second-Day express shipping is $15 with every order.*

UPS Overnight
Overnight shipping is $20 with every order.*

Overnight orders placed by 5:00 PM EST on a business day will be processed and shipped the same day, then delivered the day following the ship date. UPS Second-Day orders placed by 5:00 PM EST on a business day will be processed and shipped the same day, then delivered within 2 business days following the ship date.

Orders placed after the designated cut-off times will be processed and shipped the next business day. Business days are Monday-Friday, excluding U.S. federal holidays.

Hawaii/Alaska and P.O. Boxes: Orders shipped to Alaska, Hawaii, and P.O. Boxes generally take 5-7 days, although remote areas can take a bit longer. We do not offer
expedited shipping to these addresses.

APO/FPO/DPO: We ship to military and diplomatic addresses via USPS. Transit times vary based on location – domestic shipments generally take about 4-7 business days.

Please call us at 860-205-2539 if you have any questions.

Does the LuLu Face Company ship internationally?

No, LuLu does not ship outside the United States.

Returns

What are your returns/exchange policies?

If you wish to return a product, please do so within 30 days from the ship date for a refund on the purchase price, minus shipping & gift wrap. Refunds will be credited to the original credit card use for payment. Purchases of gift certificates and sale items cannot be returned for a refund. We cannot take returns on overly used products.

To return items to The LuLu Face Company, please follow these simple steps:

  1. Complete the “Return form” enclosed in your original order and place it inside the return package. Pack and seal your return merchandise securely (in the original package if possible).
  2. Affix the Return Label provided to the outside of your return package. We recommend shipping your return with a service that provides tracking and insurance as we are not responsible for any packages lost in transit. All returns should be mailed to:
    • The LuLu Face Company
    • Attention: Online Returns
    • 43 Partridge Lane
    • Burlington, Ct 06013

Complimentary standard shipping, returns and signature packaging with every order. Dismiss