1. Can I return and exchange my item or get a refund?

    Please note that hellolulu only accepts returns or exchanges for the wrong item that has been sent to you or if the merchandise is damaged.

    We are happy to accept return within 7 days of receipt and refund in the form of store credit, provided that:

    > Items are unworn or unused with original tags and packaging

    > Items do not fall in the "excluded item" category as discounted items

    Please contact us at cs@hellolulu.com before shipping your return item. Items shipped without our consent may be refused upon delivery. Exchanges or returns should be sent along with the invoice and return approval email. Please note that you are responsible for all the return costs and relevant customs taxes and duties (if applicable).

  2. What if I get an item with fault as defective or incorrect?

    If you received a defective or incorrect item, we will be happy to replace your product at no cost or offer a full cash refund (excluding any bank handling charges and exchange rates difference). Please contact us at cs@hellolulu.com within 7 days of receipt, stating the problem and attach relevant photos if possible.

    If the case complies with our warranty policy during the period, we will fix the case for free. Items shipped without our consent may be refused upon delivery.

  3. What if my bag has developed a fault?

    Please contact us at cs@hellolulu.com for available in repairing or not, stating the problem and attach relevant photos if possible.

    If the case complies with our warranty policy during the period, we will fix the case for free. Items shipped without our consent may be refused upon delivery.

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