Contact Us

We’re here to help with product questions, orders, shipping, returns, authenticity enquiries, and general store support.

Email: support@lululumi.store

We normally respond within 2–3 business days. Response times may be longer during weekends, public holidays, product launches, and periods of unusually high order volume.

Order Enquiries

For questions about an existing order, please include:

• Your full name
• Your order number
• The email address used at checkout
• A clear description of your enquiry

Providing complete information helps us assist you more efficiently.

Damaged, Defective, or Incorrect Orders

Please contact us within 7 calendar days of delivery and include your order number, clear photos of the item, photos of the outer packaging, a photo of the shipping label, and a short description of the issue.

Please keep the item and all original packaging until we have reviewed the request.

Shipping Enquiries

Orders are fulfilled through our China-based fulfillment network and shipped internationally.

For delivery questions, include your order number and tracking number. Before contacting us about a parcel marked as delivered, please check with household members, neighbours, building management, the local post office, and the carrier.

Product and Authenticity Enquiries

LULU & LUMI operates as a curated resale store. We source and resell existing products and do not claim to be the creator, designer, manufacturer, or rights holder of the products or related characters.

A product’s brand, licensing, or official status is only as stated clearly on its product page. If no such status is stated, the product should not be treated as officially licensed merchandise.

For questions about origin, condition, licensing status, or authenticity, contact us before ordering and include the product name or product-page link.

Intellectual Property Enquiries

Rights holders or authorized representatives may contact support@lululumi.store. Please include details of the relevant work or listing, your authority to act for the rights holder, and an explanation of the concern.

Important Notice

Please do not send sensitive payment information, passwords, or complete credit-card details by email. LULU & LUMI will never ask for your full card number or account password by email.

Store Name: LULU & LUMI
Email: support@lululumi.store
Fulfillment: China-based fulfillment network
Service Area: International destinations supported by our carriers