Frequently Asked Questions

Find quick answers about products, payments, shipping, returns, and order support.

Products

Are your products official merchandise?

We operate as a curated 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 select and resell existing goods sourced from suppliers. Colors, measurements, and small details may vary slightly between screens, materials, suppliers, or production batches.

Where can I find material, size, and care information?

Please review the individual product page before ordering. Product-specific material, size, variant, and care information is shown there whenever available.

Orders

How long does order processing take?

Most in-stock orders are processed within 3–7 business days after payment is confirmed.

Pre-order, made-to-order, customized, launch-period, or high-volume orders may require additional processing time. Business days exclude weekends and public holidays.

Can I change or cancel my order?

Please email us as soon as possible at support@lululumi.store. We will try to help, but changes or cancellations cannot be guaranteed once an order has entered processing, packing, or shipment.

Please double-check your shipping address, email address, selected variant, and quantity before completing checkout.

Can I combine separate orders?

We cannot guarantee that separate orders can be combined. Contact us promptly with all relevant order numbers and we will check whether processing has started.

Payments

Which payment methods are available?

Checkout currently supports major credit and debit cards. Apple Pay and Google Pay may also appear on eligible devices and browsers.

Which currency will I be charged in?

Our checkout currently processes orders in U.S. dollars (USD). Your bank or card issuer may convert the charge into your local currency and may apply its own foreign-exchange or international transaction fee.

Is payment secure?

Payments are processed through secure payment providers. We do not receive or store your complete card number. Please never send full card details or passwords by email.

Shipping

Where are orders shipped from?

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

Do you ship internationally?

Yes. We ship to most international destinations served by our carriers. Available destinations and delivery options are confirmed at checkout after you enter your shipping address.

How much is shipping?

Shipping is charged separately from product prices. Enter your delivery address at checkout to see the available shipping methods and total fee before paying.

Orders ship internationally from China. Shipping costs vary between destinations and parcel sizes. We do not currently offer automatic free shipping based on order value.

Availability may vary by destination, product, carrier, or promotion. The final shipping option and fee shown at checkout will apply.

How long does delivery take?

Most tracked international orders are estimated to arrive within 7–20 business days after dispatch. Remote destinations, customs inspections, public holidays, severe weather, and carrier disruptions can extend delivery time.

Delivery estimates are not guarantees and do not include order-processing time.

Will I receive tracking information?

When tracking is available, we will send a shipping confirmation email containing the tracking number or tracking link. Tracking can take several business days to begin updating after carrier acceptance.

Will I need to pay customs fees?

International orders may be subject to customs duties, import taxes, VAT, or handling fees charged by the destination country. Unless checkout clearly states otherwise, these charges are not included and remain the customer’s responsibility.

What happens if I enter the wrong address?

Contact us immediately. We cannot guarantee an address change after processing begins. Additional shipping charges may apply if a parcel is returned because the address was incorrect, incomplete, or unclaimed.

Returns and Order Issues

Do you accept returns or exchanges?

Eligible unused and unopened items in their original condition and packaging may be requested for return within 15 calendar days of delivery.

Customized, personalized, made-to-order, clearance, final-sale, opened hygiene-sensitive, and digital products may not be eligible. Please contact us and receive return instructions before sending anything back. Unauthorized returns may not be accepted.

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

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

Email support@lululumi.store within 7 calendar days of delivery and include your order number, a clear description, photos of the item, outer packaging, and shipping label.

After review, the appropriate resolution may include a replacement, refund, partial refund, or store credit, depending on the circumstances.

What if tracking shows delivered but I cannot find the parcel?

Please first check with household members, neighbours, building management, your local post office, and the delivery carrier. If it still cannot be located, contact us with your order number and tracking number so we can assist with the carrier enquiry where possible.

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 schedule will be listed on the product page and may change because of production, quality-control, or shipping delays.

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

Will sold-out products be restocked?

Some products may return depending on demand and supplier availability. Subscribe to our email updates and product restock notifications to hear about restocks and new releases.

New Arrivals and Email Updates

How can I hear about new products?

Join our email list using the signup form on our homepage, or choose email updates at checkout. We will use your email to share new arrivals, restocks and special offers. You can unsubscribe using the link in any marketing email.

Order confirmations and shipping updates are sent separately and do not require a marketing subscription.

Contact

How can I contact you?

Email us at support@lululumi.store. Please include your order number for order-related questions. We normally respond within 2–3 business days.