Lullou Return & Refund Policy
At Lullou, we understand life with little ones can be unpredictable, and shopping for baby products should be easy and stress-free. If there's ever an issue with your purchase, we’ve got your back. Here’s how our return and refund process works:
1. 30-Day Return Window
You have 30 days from the date your order arrives to begin a return. If at any point you change your mind or aren't completely satisfied, just let us know within that time frame.
2. What Qualifies for Returns
To be eligible, the item must be:
Unused and in the same condition as when received
In original packaging, including any tags or inserts
Accompanied by your proof of purchase (e.g., order confirmation or invoice)
3. How to Request a Return
Simply email our team at lullou.store@gmail.com with your order number and reason for return. We’ll reply quickly with instructions and, if applicable, a pre-paid return shipping label. Please don’t ship the item back before you receive instructions—unauthorized returns can’t be accepted.
4. Damaged or Incorrect Items
We’re sorry if your product arrives damaged or isn’t what you ordered. Please notify us within 24 hours of delivery, along with a description and photo(s) of the issue. We'll act quickly to send a replacement or guide you through a return.
5. Exchanges
Want a different color or style? The fastest way is to return the original item and place a fresh order for what you’d like. Just reach out to us, and we’ll make it simple.
6. Refund Processing
Once we receive and inspect your return, we'll notify you via email. If everything looks good, we’ll process your refund back to the original payment method within 10 business days. Banks sometimes take a bit longer to complete it, so please allow some time.
If more than 15 business days have passed since your return was approved and you haven’t seen the refund, let us know at lullou.store@gmail.com, and we’ll help you follow up.
7. EU Customers – 14-Day Consumer Right
If you're based in the European Union, you're legally entitled to a 14-day cooling-off period from the date of delivery to cancel your purchase for any reason. The returned item must be unused and in original condition. We'll handle your return and refund just like any other.
8. What We Can’t Accept
Sale items, limited-time offers, or gift cards
Personal care products, intimate items, or nursing accessories
Any item visibly worn, washed, or damaged after delivery
If you're unsure about a particular product, feel free to reach out— we're here to help.
Why Our Policy Works for Parents
Generous 30-day return window gives you flexibility
Clear, simple process—just email us, ship (if needed), and refund
Fast resolution for damaged or incorrect items
Trust built through transparency, giving parents confidence to buy
