FAQs

Choose your color, size and quantity on the product page. Select Add to cart to keep shopping, or Buy Now to continue to checkout. Buy Now keeps any items already in your cart, so review your full order before paying. For personalized pieces, complete the required photo and details first.

Our payment options include Visa, Mastercard, American Express, Diners Club, Discover, PayPal, Shop Pay, and Apple Pay or Google Pay on supported devices. Shop Pay Installments may be offered to eligible customers and orders. Availability and provider terms are shown at checkout. Review your final total before confirming payment. Read our Payment Policy.

Check the email address used at checkout and your spam or junk folder. If you still cannot find the confirmation, contact us with the name and email used for your order. Please do not send your full payment-card details.

Request cancellation of an unfulfilled item within 24 hours after placing your order. Email info@luuley.com with your order number, the item and your request. We will confirm whether cancellation can be completed; a request alone does not confirm cancellation. Fulfilled items cannot be cancelled. Eligible returns after delivery are handled under our return policy. For any item whose cancellation we confirm, we refund the amount paid for that item.

If you need to change an order instead, contact us promptly. Changes depend on the order status and are not guaranteed.

We sell and ship to the United States only. Standard shipping is free with no minimum order amount. Express shipping costs USD 25 per order. Enter your complete address at checkout to confirm available services. See our Shipping Policy.

Normal processing takes 1–3 business days. Standard transit takes 8–12 business days, making the estimated total 9–15 business days. Express transit takes 2–5 business days, making the estimated total 3–8 business days. Business days are Monday–Friday. Order cutoff: 11:00 p.m. Pacific Time. These are estimates; any separate preorder or personalized-item preparation notice on the product page applies.

Yes. Express shipping is USD 25 per order. Allow 1–3 business days for processing plus 2–5 business days for carrier transit, or 3–8 business days total under normal conditions. Business days are Monday–Friday. Express does not shorten any separately disclosed preorder or personalized-item preparation period. Available options appear at checkout.

When tracking is available, you can find it in your shipping confirmation. If you cannot find the email or need help with the delivery status, contact us with your order number and any tracking details you have.

Contact us with your order number and tracking details. We will help investigate and work with you on an appropriate resolution. If we cannot fulfill your order as agreed, we will explain the available options, including cancellation and a refund where required.

Email info@luuley.com within 30 calendar days after the item is delivered. Include your order number, the item, the reason for the request and your order confirmation or other proof of purchase. Please wait for return instructions before mailing anything back.

For a change-of-mind return, eligible items must be unworn, unused and unwashed, with original tags and any included packaging, accessories and dust bags. Try shoes on a clean, carpeted surface and avoid wear to the soles.

Personalized items follow the same 30-calendar-day return window and conditions as other eligible products. Products clearly marked Final Sale before purchase are excluded from change-of-mind returns or exchanges. A discounted price alone does not make an item Final Sale. This exclusion does not limit your rights for faulty, damaged or incorrect items. See our return policy.

We cover return shipping for eligible, authorized returns and do not charge a restocking fee. Contact us before sending anything back so we can confirm eligibility, provide return instructions and arrange return shipping. After your return is approved, we email you a prepaid return label to print and use. If an item is damaged, faulty or incorrect, tell us about the issue so we can arrange an appropriate remedy.

We inspect returned items and let you know whether the return is approved. Approved refunds are sent to the original payment method within 5–10 business days after we receive the return, unless a shorter legal deadline applies. Your payment provider may need additional time to display the credit.

Contact us about returning the original item, if eligible, and placing a new order for the size or style you want. Replacement availability is not guaranteed. Please review the return conditions before sending your item.

Email your order number, a description of the issue and clear photos where relevant to info@luuley.com as soon as you discover the problem. Keep the item and packaging while we review it, and contact us before sending anything back. The standard return window does not limit mandatory rights relating to faulty or misdescribed goods.

Use the size options on the product page and review its description and available Fit & Fabric notes. Sizing can vary by style, so do not assume every item fits the same way. If you need more information, contact our team with the product name and your question before ordering.

Check the product description and Fit & Fabric section where available, then follow the care label supplied with your item. If the information you need is missing, contact us before choosing a cleaning method. Product colors may look slightly different between screens.

Complete the Reference photo and Personalization details fields on the product page before checkout. Use a clear, well-lit JPG, PNG or WebP image and describe the requested text or details carefully. Review your upload and spelling before ordering, and only provide material you have permission to use.

Yes. Pieces made to your specifications or personalized for you follow the same return conditions as other eligible products. Request a return within 30 calendar days after the item is delivered. Return shipping is free for eligible, authorized returns, and there is no restocking fee. After your return is approved, we email you a prepaid return label to print and use. Products clearly marked Final Sale before purchase remain excluded from change-of-mind returns or exchanges. This does not remove your rights if an item is faulty, damaged or incorrect. Read our return policy for the conditions and contact instructions.

Use the account link on our website and the email associated with your order to access available account and order information. If you need help, contact us with your order number. Please do not send passwords or security codes.

Email info@luuley.com, call +1 (213) 384-2963, or use our contact page. Chat with our team from the contact page Monday–Friday, 9am–5pm Pacific time. Outside support hours, you can leave a message. For order help, include your order number when available.

First contact us for eligibility and return instructions. Our mailing address is: LUULEY, 37354 FULLMOON ST, PALMDALE, CA 93550-6256, United States.

This is a mailing and authorized-return address, not a retail store or walk-in return location. In-person shopping and pickup are not available. View the address and map.

Read our privacy policy for how personal information and customization uploads are used, and visit Your privacy choices for available controls. You can unsubscribe from marketing emails using the unsubscribe link in those messages. Our terms of service also apply to shopping with LUULEY.