Contact Us

We’re here to help.

For questions about products, orders, shipping, returns, authenticity, or other store-related matters, please contact LuLu & LuMi by email.

Email: support@lululumi.store

We usually respond within 2–3 business days. Response times may be longer during weekends, Hong Kong public holidays, product launches, or periods of 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 will help us assist you more efficiently.

Damaged or Incorrect Orders

If your order arrives damaged or contains an incorrect item, please include:

• Your order number

• Clear photographs of the item

• Photographs of the outer packaging

• A photograph of the shipping label

• A brief description of the issue

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

Shipping Enquiries

All orders are generally shipped from Hong Kong.

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

Product and Authenticity Enquiries

LuLu & LuMi operates as a 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.

If you have questions about a product’s origin, condition, licensing status, or authenticity, please contact us before placing your order and include the product name or product page link.

Intellectual Property Enquiries

Rights holders or authorized representatives may contact us regarding intellectual property concerns at:

support@lululumi.store

Please include details of the relevant work, product listing, your authority to act for the rights holder, and an explanation of your concern.

Important Notice

Please do not send sensitive payment information, passwords, or complete credit card details by email.

LuLu & LuMi will never ask you to provide your full card number or account password by email.

Store Name: LuLu & LuMi
Email: support@lululumi.store
Shipping Location: Hong Kong
Service Area: Worldwide