Policies & FAQ

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  • Returns
  • Policies

How do I apply a discount code to my order?

Discount codes can be entered on the Shopping Cart Page or during Checkout. Certain offers are unable to be combined with additional discounts. If that is the case, there will be a check box on the cart page that you can select to enter a discount code in place of the current promotion.

An item in my cart is supposed to be on sale but the discount isn't applying. What do I do?

If a discount or sale is not applying correctly to an item in your cart, first refresh the cart page as this will often fix the issue. If that doesn't work, please review your order to ensure that all terms and conditions (such as quantity minimums and product type) are met. If the offer still isn't working, please let us know at hello@shoplulagrey.com and we will fix any issues and provide an extra 10% off!

Can I use more than one discount code at a time?

Only one discount code can be entered per order. Certain sales and promotions are unable to be combined with other discounts or offers. When this applies, you can choose to apply a discount code in place of the current promotion. For example, if you want to use a 20% discount code on an item that is on sale for 15% off, you can choose to use the 20% off discount code in place of the 15% off sale.

Can I use a discount code with another promotional offer?

Generally, most offers unable to be combined with additional discounts. When multiple offers are eligible to be combined (example: BOGO with a 10% discount code), this will be stated with the offer.

Can I modify or cancel an existing order?

Please contact us as soon as possible if you need to request a change to your order. We will do our best to modify your order when possible but we do not guarantee that changes will be made. We are unable to make any changes to an order after it has been processed and sent to our distribution partners. Please carefully review all orders for accuracy and completeness prior to submitting.

Overview:

  • Free shipping is offered on all orders over $35 within the contiguous U.S.
  • Please allow up to 2-4 business days* for order processing, packaging, and quality check and 5-12 business days* for transit and delivery. This is provided as an estimate, however, actual shipping times may vary.
  • Many of our products ship directly from the manufacturer, allowing us to offer better prices and a greater selection of products. Since we ship from multiple locations, shipping times may vary from item to item.
  • All packages are delivered by the United States Postal Service. Tracking information is provided for every package once it is available.

*Business days do not include weekends and holidays*

Terms & Conditions:

  • Shipping times are an estimate and are not guaranteed. Increased order volume, holidays, adverse weather, and other factors may cause delays.
  • Please allow an extra 3-5 business days for any personalized or made-to-order products.
  • Orders placed after 3pm EST on Fridays will be processed the following Monday (excluding holidays).
  • Shipping costs are non-refundable.

How do I lookup the shipping status of my order?

You can track the status of your order here using the email address entered at checkout and the order number sent with your confirmation email.

The tracking information for my order hasn't updated in a few days - is there a problem?

Many of our products ship directly from the production source, allowing us to offer better prices and a greater selection of products. While in the country of origin (typically in Asia or Europe), tracking updates are provided by local couriers. While in transit from the location of origin to the destination country, there will be a pause in order tracking updates. After the package arrives, it will be processed by U.S. Customs and released to USPS for delivery. At this point, tracking updates will resume and you should receive your package within a few days!

Why did only part of my order get delivered?

Products in the same order may ship from different locations and arrive at separate times. A tracking number will be provided for each shipment so you can view the shipping status of every item in your order here using your order number and the email address entered at checkout. If you have a question about any item in your order, please contact support at hello@shoplulagrey.com.

My order says it was delivered but I haven't received it.

  • If USPS shows that your package has been delivered, please check with any family members, roommates, or neighbors who may have accepted the package. It's a good idea to look around the delivery location for your package as packages may be left in a safe, hidden space like on a side porch or behind bushes. If you live in an apartment complex you should also check with the front office to see if it was received by them.

 

  • If you still cannot find your package, please contact your local post office and/or courier as they will be able to assist in locating your package and help you through the process if it is deemed lost or stolen. You can also file a police report if you believe that your package was stolen. Please make certain to ship to a secure location as we will not process refunds or re-ship orders once the tracking shows delivery confirmation.

 

  • Lula Grey is not responsible for package deliveries affected by an invalid or old address provided by the customer, natural occurrences, air and ground transportation delays or delays due to customs.

U.S Shipping Rates:

Order Value Shipping Rates

$34.99 or less

$2.99

Orders over $35

Free

International Shipping:

Order Value (USD) Shipping Rates

$75 or less

$5.99

Orders over $75

Free

We ship to the following countries:


  • Australia
  • Austria
  • Canada
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Ireland
  • Italy
  • Mexico
  • New Zealand
  • Norway
  • Portugal
  • Spain
  • Sweden
  • Switzerland
  • United Arab Emirates
  • United Kingdom
  • United States
  • Customs, Duties and Taxes (non-U.S orders): we are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
  • If your country is not included in the list above, please contact us and we will determine if shipping is possible. Thank you!

Returns & Exchanges

We recommend trying on all items in your order before washing to ensure they fit. We cannot accept returns or refund after items have been washed.

An item may be returned if it is sent back:
● unworn
● unwashed
● with original tags and packaging intact
● free of stains, odors, animal hair, and damage

Customers are responsible for all return shipping fees. Lula Grey is not responsible for untraceable or lost return shipments. We recommend using a delivery service with tracking to protect your return.

Damaged items MUST be reported within 3 days of receiving the goods to hello@shoplulagrey.com, no exceptions.

How do I request a Return & Refund?

Contact hello@shoplulagrey.com to initiate a return within 15 days of delivery. Damaged items MUST be reported within 3 days of delivery, no exceptions.

Exclusions:

Due to safety and sanitary concerns, several types of goods are exempt from being returned:

  • cloth diapers, cloth diaper inserts, cloth diaper storage bag (wet bag),
  • pacifiers, pacifier clips, teethers
  • Clothing that has been washed or worn
  • Certain sale and promotional items may be ineligible for return if notice is included in the original product listing.

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