Order Query

Is my order successful?

Once your order has been approved, you will receive an email confirmation with the details. The order confirmation will be sent to the email address you entered at checkout.

I have placed an order but I haven’t received a confirmation email. What does this mean?

Please check your spam folder since the confirmation email might be mistaken as junk and end up in there.

The order confirmation should be sent right away, but it can happen that there is a delay. If you have not received anything after 24 hours, please contact us via inquiry or at cs@hellolulu.com so we can check that everything is fine with your order.

Can I change my order information after submission?

When an order is completed, the handling process starts immediately. If you would like to make any change to an order you have placed, please contact us as soon as possible via inquiry or at cs@hellolulu.com, with your Order Confirmation Email.

*Once your order status has changed to “SHIPPED”, no changes can be made.

When will my order be shipped?

Your order will be shipped as soon as possible, subject to stock availability and quality checks.

Hong Kong, Macau and China: approx. 3-5 business days*

Rest of the world: approx. 7-15 business days*

*We do not operate on weekends and public holidays.

How can I track my order?

Soon after your order is dispatched, we will send you a Shipment Confirmation Email with the information of the courier used and the tracking number of your order in it.

Why can’t I receive my order?

(i) Refused shipments: If the shipment is refused and returned to us, we will contact you with the option of re-delivering or a refund in the form of store credit for your next purchase. Please note that you will have to pay all related costs incurred (re-delivery shipping cost, return shipment cost...).

(ii)Lost shipments: We are more than happy to help out tracking down your shipment and in the unfortunate case to refund your purchase*.

To check on the most up-to-date tracking information, please contact your local post office before emailing us, as there may be a time lag between the actual status and its online status. Please note that for Hong Kong Post we can only submit an inquiry after 14 days after the posting date.

*The shipment has to be confirmed as lost by the courier. This process of investigation might take up to 3 months.


What payment methods do you offer?

You can pay with Visa, MasterCard, or other alternatives depending on your location. We also offer payments through PayPal in worldwide areas. Please note that the registered address for your Paypal account is the address that the order will be sent to.

Do I have to pay taxes and duties?

Import tax and duties may be applicable, depending on the destination country. You are responsible for all import taxes and duties. The courier or your local post office will contact you with further details for customs clearance. Please note that customs clearance procedures may delay the delivery time.

Stock Query

How do I find a product on the site?

If you know the name of the product you can use the search box and filter the type of product you are looking for (e.g. backpack).

The product is out of stock, will it come back?

Please contact us via inquiry or atcs@hellolulu.comfor information regarding stock.

Discount Code

I have a discount code, how do I use it?

There is a discount code box at the checkout. Please enter the code and press enter, the discount will be applied. Please note that discount codes are not valid on sale items.

Product Warranty & Care

Does the bag come with a warranty?

Yes, we have a 3-month warranty on all of our bags after received. If the case complies with our warranty policy during the period, we will fix it for free. If the case is more than the period after the purchase we will help you with the repair anyway, but there is a small charge if it is available for repairing with suitable & corresponding material. Please note that you will have to pay for all related costs incurred (re-delivery shipping cost, return shipment cost...).

hellolulu shall not provide any warranty or repair service to the following:

(a) non-hellolulu products; (b) damage caused by accident or negligence; (c) abuse or misuse of the products; (d) failed to use the products in accordance with written instructions; (e) modification to the Products; (f) any scratches or surface damage; (g) wear & tear in nature.

How to take care of the bag?

All our bags are treated with a special coating so that they are water-resistant. Please do not machine wash your bag as this may cause the special coating to wear out. Please do not tumble dry or iron the bag either. To clean your bag, simply wipe the bag with mild soapy water, rinse it gently and let it dry naturally – that should keep your bag in good condition.

We hope you find this tip useful!

Need Help?

You are welcomed to contact us via inquiry or email us at cs@hellolulu.com