Refund policy
At Lulu Sky Muse, we want every purchase to feel like the right choice. If something isn’t quite right with your order, we’re here to help. Please review the following policy before submitting a return request.
1. Return Window
We accept eligible returns within 30 days from the date your order is delivered.
To be eligible for a return, items must:
- Be unworn, unused, and unwashed.
- Be in their original condition.
- Have all original tags attached.
- Be free of stains, makeup, perfume, odors, pet hair, or other signs of wear.
- Include the original packaging whenever possible.
Items that do not meet these requirements may not be accepted.
2. Non-Returnable Items
For hygiene and product-specific reasons, the following items are not eligible for return:
- Final Sale items
- Gift Cards
- Bodysuits
- Underwear & Lingerie
- Swimwear with the hygiene liner removed
- Earrings
- Personalized or custom-made products
- Beauty accessories
- Items damaged through misuse or improper care
3. How to Request a Return
Please contact our Customer Support Team before sending any merchandise back.
To help us process your request efficiently, please include:
- Order Number
- Full Name
- Email Address
- Item(s) you wish to return
- Reason for the return
- Photos, if the item is damaged, defective, or incorrect
Once your request has been reviewed and approved, we will provide the appropriate return instructions and return address.
Please do not send merchandise back before receiving return approval. Unauthorized returns may not be accepted.
4. Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to:
- An incorrect item shipped by us
- An item damaged upon arrival
- A confirmed manufacturing defect
Original shipping charges are non-refundable.
For your protection, we recommend using a shipping service that provides tracking information.
5. Damaged or Incorrect Items
If your order arrives damaged, defective, or contains an incorrect item, please contact us within 7 days of delivery.
Please provide:
- Order Number
- Photos of the item
- Photos of the shipping package
- Photos of the shipping label
Our Customer Support Team will review the information and work with you to determine an appropriate solution.
6. Refund Process
Once your returned item has been received and inspected, we will notify you by email regarding the status of your refund.
If your return is approved, your refund will be issued to your original payment method within 5–10 business days.
Please note that your bank or payment provider may require additional time for the refund to appear in your account.
7. Order Cancellation
Cancellation requests must be submitted within 12 hours of placing your order.
Once an order has entered processing or has already been shipped, we may no longer be able to cancel it.
8. Additional Return Information
Please keep the following in mind:
- All returns require prior approval.
- Unauthorized returns may be refused.
- Items that have been worn, washed, altered, or damaged after delivery may not qualify for a refund.
- Returned merchandise should be packaged securely to prevent damage during transit.
- We recommend keeping your return tracking information until your refund has been completed.
- Returns that do not meet the requirements of this policy may be refused.
A clear return process helps customers understand the available options, return requirements, shipping responsibilities, and refund timing before submitting a request.
9. Return Address
The business address listed below is provided for business correspondence only and is not our return warehouse.
Please contact Customer Support before sending any merchandise to receive the correct return address and instructions.
10. Contact Us
Lulu Sky Muse
Business Address
25 Old Tpke Rd 13
Southington, CT 06489
United States
Business Correspondence Only – Not a Return Address
For questions regarding returns, refunds, damaged items, or your order, please contact vip@luluskymuse.com.
Our Customer Support Team typically responds within 24–48 business hours.
Thank you for choosing Lulu Sky Muse. If something doesn’t go as expected, we’ll do our best to make the next step simple and find a solution that leaves you feeling taken care of. 💕
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