RETURNS & SHIPPING
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Orders placed before 3:00pm EST will be processed within 1-2 business days. During certain peak times, including holidays, orders may take up to 3-5 business days to process and ship. Once your order has shipped, you will receive a tracking number via email. We estimate that you will receive your order within 5-7 business days of its ship date depending on your location. We make every effort to fulfill orders as quickly as possible.
USPS OR UPS Ground
Priority shipping is $5 for orders under $50.
Priority shipping is complimentary on orders of $50 or more.
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.
Please call us at 860-205-2539 if you have any questions.
Free local delivery is available for orders over $50 within Litchfield County. For orders under $50, we charge $5 for local delivery. Deliveries are made Monday - Friday. We will contact you via text message with the phone number you provided at checkout to notify you on the day of our arrival.
You can skip the shipping fees with free local pickup at our location, THE LULU FACE CO., 7 North Street Litchfield Ct. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 2 business days. We will send you an email when your order is ready along with instructions.
Our in-store pickup hours are 10 AM - 4 PM / Monday - Friday and are subject to change.