Guidelines:

Orders placed Monday-Friday before 1 PM EST will begin processing that day, excluding holidays, and will ship within 2 business days pending availability and credit verification. All orders placed after 1 PM EST will begin processing the next business day, and ship within 48 hours.

Orders placed on Friday after 1 PM EST will begin processing on the following Monday. Lulan.com will contact you with a follow-up email if the merchandise you have selected is not currently in stock or if we need additional identification provided for credit verification. If you choose UPS as your carrier we are unable to deliver to APO/FPO addresses, as well as P.O. Boxes. We do not offer Saturday delivery.

DELIVERY TIME DOES NOT INCLUDE SATURDAYS SUNDAYS OR HOLIDAYS.

International Shipping:

International shipping charges are based on several factors, including total price of items, the weight of the package, and its destination. To determine the cost, please add your selected items to your cart and proceed to checkout. You will be able to view the shipping costs on the review page of the checkout process. This is the last page before finalizing your order. From this page you may either cancel or proceed with your order.

USPS Express Mail International provides delivery within 3-5 business days of dispatch. USPS Priority Mail International offers delivery service within 6-10 days of leaving Lulan.com.

Risk of loss and title for merchandise shipped internationally will pass to you upon our delivery to the carrier. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. You will be responsible for paying additional charges for customs clearance; we have no control over these charges and cannot predict what they may be.

Customs policies vary widely from country to country; please contact your local customs office for further information. Additionally, when ordering from Lulan.com, you are the importer and must comply with all laws and regulations of the destination country. You authorize us to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise and advance (on your behalf) any duties and taxes owed by you.

Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international Customers and Customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs authorities.

Also, we may provide certain order, shipment, and product information, such as description, to our international carriers, and this information may be communicated by the carriers to customs authorities to facilitate customs clearance and comply with local laws.
If the order is a gift, the package is marked “Gift,” but the cost of the item is still stated on the customs form. Customs authorities require us to state the value of the gift item directly on the package.

Refused Shipments - If you decide to refuse any shipments from Lulan.com, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package to Lulan.com. This amount will be subtracted from your merchandise refund.

If you have any shipping and handling questions please contact customerservice@lulan.com.

Shipping restrictions:

PLEASE NOTE: Some countries may have restrictions on the receipt of specific items.

US Return Policy for Retail customers:

• Items must be returned new, in their original condition and with all garment tags still attached.
  
  
• All merchandise discounted 40% or greater is considered FINAL SALE. Items designated as FINAL SALE are not returnable.
  
  
• From time to time Lulan.com offers Warehouse Sales wherein all products are considered FINAL SALES and are not returnable, exchangeable or subject to price adjustments. Please contact customerservice@lulan.com with any questions about Warehouse Sale merchandise or our return policy.
  
  
• To ensure that your return is adequately protected in transit, we recommend you send your items to us in the original packaging provided.
  
  
• A UPS shipping label is provided for your convenience
  
  
• No postage is required upfront. The cost of the return shipping will be deducted from your refund.
  
  
• Any purchases made through a Lulan Retail partner must be administered by that Retail partner and may not be returned directly to Lulan through the process outlined on this site.
  
  
• All returns and exchanges shall first require customer obtaining a “Return Merchandise Authorization” number (“RMA”) prior to a customer shipping a return back to Lulan. If Lulan receives returned merchandise without an RMA, no return or refund or exchange shall be processed. An RMA can be obtained by contacting Lulan in advance by phone or email.

Exchanges

Due to the select nature of our merchandise, Lulan.com regrets that we cannot guarantee availability of merchandise for exchanges. Please contact customerservice@Lulan.com for exchange assistance.

Non Returnable Items:
Eye pillows are non-returnable.

International Return Policy:
For all international returns, please contact customerservice@Lulan.com.

Where do I send my return?
Please send your return or exchange to:
Lulan Artisans
Attention: Returns
469 King Street
Charleston, SC 29403

How do I make a return?
To make a return, please follow these three easy steps:

After obtaining an RMA, take your package to any authorized UPS drop-off location, or schedule a pick-up by calling 1-800-PICK UPS.  A return shipping label is provided with your package. You will receive email notification once your return has been received and processed.

When will my credit card be refunded?
All correctly returned products will be credited as either a store credit or a refund to the original purchaser’s credit card excluding all applicable shipping costs. Once your package has been received at Lulan.com , your refund will be processed in the original form of payment within five business days.
You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the refund request from Lulan.com.

Gift returns:
If you have received an item as a gift, you may exchange it for a store credit to your Lulan.com account. You will need to register your details with customerservice@Lulan.com .
This is valid for one year and will be applied to your next purchase. Please be aware that you may be required to pay any cost difference and additional shipping, taxes, and import duties.

Store Credit. Initially, issued Store Credit shall be tracked manually. As such, requests to use Store Credit may require directly contacting Lulan by phone, mail or email.

Item Availability:
Although we make every effort to keep sufficient stock of items listed on our site, occasionally we do sell out of certain products. If we are out of stock on an item that you've ordered, we will notify you via e-mail.

Any changes will be reflected in your order total as well as your shipping confirmation.

Which credit cards do you accept?

Lulan.com accepts the following credit cards: Visa, Master Card, American Express.
You will have a chance to verify the information in checkout and if no changes are necessary proceed to "Place Order". You will also receive an e-mail confirming that your order has been received within approximately 24 hours. We will send you another e-mail to notify you when your order has been shipped and that we've charged your credit card.

How do I track my order?

You will receive an order confirmation once your order has been successfully transmitted. In addition, a shipping confirmation e-mail will be sent once your order has been shipped.

This confirmation will include the tracking number for your package. You may check the status of your order at anytime by visiting “My Account” on the menu bar at the top of any page.
Once you login to your account using your email address and password, click on “Order History” to view past orders and current orders that you have placed. From here you can determine when your order actually leaves Lulan.com .

How do I modify my order?

Please contact Customer Service by email at customerservice@Lulan.com or by phone (1-843-722-0118) to find out if it is possible to modify or cancel an existing order.

Please be advised that once an order has been finalized we are unable to make any modifications to the order including cancellations.

Tax Policy

Tax charges are based on state and local tax laws and tax rates for the delivery address of your order. Where required, tax will also be applied to the shipping and handling charges. If you return an item for a refund, you will also receive a refund for the taxes you paid for that item. You will not receive a refund for the taxes you paid on the shipping and handling of that item, as the shipping and handling charges are nonrefundable once an item has been shipped.

Please note that on-screen order totals reflect estimated tax. The actual charge to your credit card will reflect all applicable taxes calculated at the time your order is shipped. If you have questions about the taxes on your invoice, please call us anytime at (1-843-722-0118).

Tax Exempt Purchases

If you are making a purchase for a tax-exempt organization or are an individual that qualifies for a tax exemption, please contact our Customer Service team at (1-843-722-0118). To ensure compliance with state and local tax laws, all requested forms and information must be received and verified by our Customer Service team before a purchase can be placed without tax.

Generally, credit cards are not charged until we ship the item(s) to you. However, when you pay for your order using a credit card that is associated with a checking account, we may pre-authorize your order amount with your credit or debit card issuer at the time you place the order, which may have an effect on your account balance. We are not responsible for typographical errors.

Multiple Shipments

If your order is sent in multiple shipments (either to the same destination or to different destinations), your credit card will be charged separately for each shipment.

As a company who values sustainability, if there is an opportunity to consolidate shipments on your behalf, we will do so and charge only for what the new shipping costs.