Refund policy

Last updated: October 16, 2026

This policy applies to purchases from LUULEY at luuley.com. For eligible items, including personalized products, you may request a return within 30 calendar days after the item is delivered. Please contact us before sending anything back. Nothing in this policy limits a remedy or consumer right that cannot be excluded by applicable law.

1. Eligibility for returns and refunds

• Damaged, defective or incorrect items: contact us with your order number and a description of the problem. Relevant photographs help us assess the issue and arrange an appropriate remedy.
• Change of mind: eligible items must meet the conditions below. Personalized products follow the same return window and conditions as other eligible items. Items clearly identified as Final Sale before purchase are excluded from change-of-mind returns. A reduced price alone does not mean an item is Final Sale.

This exclusion does not remove your rights if an item is faulty, damaged, incorrect or otherwise covered by a mandatory legal remedy.

2. Timeframe for returns

Email info@luuley.com within 30 calendar days after the item is delivered to request an eligible return. If you discover a fault or incorrect item, contact us promptly so we can help. Applicable statutory rights may extend beyond the change-of-mind return window.

3. Return process

1. Contact us with your order number, the item you wish to return and the reason. For damage or an incorrect item, include relevant photographs where possible.
2. Wait for our return authorization and instructions, including confirmation of the return address and any applicable shipping arrangements.
3. Pack the authorized item securely and retain your postage receipt and tracking details.

After your return is approved, we email you a prepaid return label to print and use.

Please do not send an item back without contacting us first.

4. Conditions for returns

For a change-of-mind return, items must be unworn, unused and unwashed, with their original tags and packaging. We inspect returns and let you know whether the request is approved. These condition requirements do not prevent a claim relating to goods that arrived defective, damaged or incorrect.

5. Refund process

Approved refunds are issued to the original payment method within 5–10 business days after we receive the return, unless a shorter legal deadline applies. Your bank or payment provider may take additional time to display the credit. If the refund has not appeared after the provider's processing period, contact us for assistance.

6. Return charges

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. If we supplied a faulty or incorrect item, we will arrange an appropriate remedy and cover necessary return shipping where a return is required.

7. Exchanges

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. The same eligibility conditions and free return-shipping rules apply. An exchange is handled as a return and a new order, rather than a guaranteed direct replacement.

8. Cancellation

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.

9. Contact us

LUULEY
Email: info@luuley.com
Phone: +1 (213) 384-2963
Customer care: Monday–Friday, 9am–5pm Pacific Time.

Mailing and authorized-return address:
37354 FULLMOON ST
PALMDALE, CA 93550-6256
United States

This is a mailing and authorized-return address, not a retail store. In-person shopping is not available. Please obtain return authorization before mailing an item.

We may update this policy by publishing a revised version and date. Changes do not remove rights relating to an order already placed. See also our Shipping Policy and Payment Policy.