Frequently Asked Questions

Products

Are your products official merchandise?

We operate strictly as a resale store. A product’s brand, licensing, or official status is only as stated clearly on its product page.

If a product page does not explicitly state that an item is officially licensed, it should not be treated as official merchandise. Please contact us before purchase if you need confirmation about a specific item.

All character names, artwork, designs, and related intellectual property belong to their respective rights holders.

Are the products designed or manufactured by your store?

No. We do not claim to be the creator, designer, manufacturer, or rights holder of the products or related characters. We select and resell existing goods sourced from suppliers.

Colors and small details may vary slightly due to different screen settings, materials, suppliers, or production batches.

What materials are used?

Materials vary depending on the product. You can find specific material, size, and care information on each product page.

Please review the product description carefully before placing your order.

How should I care for my items?

Care instructions depend on the product type. To help your items last longer, avoid prolonged exposure to direct sunlight, water, excessive heat, and strong chemicals.

For detailed instructions, please refer to the individual product page.

Orders

How long does order processing take?

Orders are usually processed within 1 business days

Pre-order, made-to-order, or customized items may require additional processing time. The estimated production period will be stated on the product page.

Business days do not include weekends or public holidays.

Can I change or cancel my order?

Please contact us within [2 hours] of placing your order.

Once an order has entered production, been packed, or shipped, we may not be able to make changes or cancellations.

Please double-check your shipping address and order details before completing your purchase.

Can I combine multiple orders?

We cannot guarantee that separate orders can be combined. Please contact us as soon as possible with your order numbers, and we will check whether they have already been processed.

Shipping

Do you ship internationally?

Yes, we ship to [list of countries or “most international destinations”].

Available shipping methods and rates will be displayed at checkout. Some locations may not be available due to carrier restrictions.

How long does shipping take?

Estimated delivery times are:

• Domestic orders: [5–7 business days]

• International orders: [5–14 business days]

Delivery estimates begin after the order has been processed and shipped. Delays may occur due to customs inspections, public holidays, weather conditions, or carrier disruptions.

Will I receive a tracking number?

Yes. When tracking is available, you will receive a shipping confirmation email containing your tracking number.

Tracking updates may take several business days to appear after the parcel has been handed to the carrier.

What happens if I enter the wrong address?

Please contact us immediately.

We cannot guarantee that an address can be changed once the order has been processed or shipped. Customers are responsible for additional shipping costs if an order is returned due to an incorrect or incomplete address.

Will I need to pay customs fees?

International orders may be subject to customs duties, import taxes, or handling fees.

These charges are determined by the destination country and are the customer’s responsibility. They are not included in the product price or shipping fee unless stated otherwise.

Returns and Issues

Do you accept returns or exchanges?

We accept returns or exchanges within [15 days] of delivery, provided that the item is unused, unopened, and in its original condition and packaging.

Certain products may not be eligible for return, including:

• Customized or personalized products

• Made-to-order items

• Clearance or final-sale items

• Opened hygiene-sensitive products

• Digital products

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Please contact us before sending any item back. Unauthorized returns may not be accepted.

What should I do if my order arrives damaged or incorrect?

Please contact us within [3 days] of delivery and provide:

• Your order number

• A clear description of the issue

• Photos of the product

• Photos of the packaging and shipping label

We will review the case and arrange an appropriate solution, such as a replacement, refund, or store credit.

What if my package is lost or marked as delivered?

First, please check with household members, neighbors, your local post office, or the delivery carrier.

If the parcel still cannot be located, contact us with your order number. We will assist with the carrier investigation where possible.

Please note that we are not responsible for parcels lost due to an incorrect address provided at checkout or parcels stolen after confirmed delivery.

Pre-Orders and Restocks

What is a pre-order item?

A pre-order item is purchased before production is completed or before stock arrives.

The estimated production and shipping schedule will be listed on the product page. Please note that estimated dates may change due to production or shipping delays.

When an order contains both in-stock and pre-order items, the entire order may be shipped together after all items are ready unless stated otherwise.

Will sold-out products be restocked?

Some products may be restocked depending on demand, material availability, and production schedules.

Limited-edition items may not return once sold out. Follow our store updates or subscribe to restock notifications for the latest information.

Contact

How can I contact you?

For order questions, product concerns, or general enquiries, please contact us at:

Email: support@lululumi.store

Please include your order number when contacting us about an existing order. We usually respond within 1 Business Days