Exchanges & Returns

EXCHANGES

How to make an exchange?

Just send us an "want - to - exchange email" to hi@luilu.com with your invoice number.
We will send you an exchange - form that you can print out.

Fill it out and send it back to us. We are going to contact you as soon as the parcel arrives.

Information needed:
Invoice number
Name, Address

Exchange - form

RETURNS

Can I return my order and get my money back?

Yes, just send us an email to customercare@luilu.com and we are going to send you a return-form.

You can return your goods within 14 days.

Exceptions:

Items on Sale or items purchased using a promotional Code are eligible for store credit only.

Due to new collections and planning issues we strictly do not take back goods returned after the period of 14 days.
The date of the post stamp will be used as proof. Items send back after the period of 14 days will be returned to the customer.
Requirements:
  • You must send back the goods in ist original packaging.
  • We do not take back damaged goods.
  • Please make sure to fix the necklace in its box. Our company reserves the right to either send back the necklace in case of entangling or charge 10 Euro fee for disassembling the necklace.
  • We do not accept the return of earrings for reasons of hygiene and safety.
  • We do not take back ripped necklaces. When buying our products the customer must be aware of the fact, that necklaces are very thin and that there is the risk of ripping when wearing it. Please understand that we are not responsible for this case.  

If any return does not meet the above requirements, the return will not be accepted and will be immediately returned to you. We reserve the right to refuse any return due to signs of wear, misuse, or alterations.

The buyer must overtake the cost for returns.

It is your choice how to send the jewelry to us - with tracking number or without. Luilu doesn’t take any responsibility for items lost.

It is your responsibility to make sure the parcel contains all the necessary information:

Invoice number, Name, Address

If you have any questions please contact us: customercare@luilu.com

RETURN TO:

LMC Fulfillment I Luilu I Köhlstrasse 37 I 50827 Cologne I Germany

Thank you!
 

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