How to make a return: the steps
If your order isn’t right for you or you’ve changed your mind, whatever the reason, you can return the product to us. It couldn’t be simpler – just follow the guide!
Returns are free of charge in France only), limited to one return per order. You have 14 days from the date of receipt of your order to return your parcel.
The free return label provided is not insured. Please note that you are responsible for return parcels until they arrive at Lulli. If you wish to take out insurance, you must use your own label, purchased from your carrier.
How do I return an item I’ve ordered?
To return your purchase, please follow the steps below:
- Log in to your account. In the ‘My orders’ section, click on the Returns.
- Click on the ‘New product return request’ button and select the relevant order: ‘Select this order’.
Simply tick the product(s) and quantities you wish to return, and indicate whether you would like a refund.
- Approve the return request. To make returning your item easier, a pre-paid Colissimo label and a returns form will be available in your account. We invite you to print them out. The returns form must be included in the parcel, and the Colissimo label must be stuck onto the parcel. This label will have two sections. The second copy, which serves as proof of posting, must be stamped by the post office counter clerk and retained by the customer. (For returns sent from outside mainland France, the costs are borne by the customer, but no handling fees will be deducted from the refund.)
- You can also drop off your SEALED parcel, with the return label inside, at a Lulli shop. PLEASE NOTE: Products that are not in their original packaging and do not have the return label attached will not be accepted by the shop.
Please note: your parcel must be returned to us in its original packaging (the brand’s bag and/or box + Lulli’s bag and/or box). If a Lulli box or sachet is missing, we reserve the right to charge you €2.
Once your return parcel is ready, simply drop it off at the post office of your choice (not a collection point).
It is the buyer’s responsibility to retain any supporting documentation proving that the parcel has been returned to our warehouses in the event of a dispute.You are responsible for your return, and we advise you to ensure that your parcel is properly packaged to prevent any items from being lost in transit. Once the returned parcel has been received at our warehouses, a refund for all or part of the order will be issued within a maximum of 14 days by crediting the credit/debit card used for payment or the PayPal account (depending on the payment method originally selected when placing the order).
Cost and timeframe
Returns are free of charge (in France only), limited to one return per order.
Please remember, you have 14 days from receipt of your order to notify us of your return and send us your parcel. If you exceed this deadline, penalties amounting to 10 per cent of your order total may be applied.
Refunds for payments in 3 or 4 instalments
Once we have accepted the return, we will submit a refund request to our financial partner for the amount of the returned item.
- If your order contains just one item, you will be refunded the first monthly instalment and the subsequent direct debits will be cancelled.
- If your order contains several items, your monthly instalments will be recalculated based on the outstanding balance.
If you placed your order using a promo code, please note that promo codes can only be used once. The promo code cannot therefore be reused in the event of a return or exchange.
More details
Returns that do not comply with our policy will not be accepted and will be returned to you. (Please refer to our returns policy in our Terms and Conditions)
1 - If you have opted for a refund, we will refund you within a maximum of 14 days of our team receiving the product, via the payment method used when placing your order:
- If you paid for your order by credit card, we will credit the refund amount directly back to your bank account.
- If you paid for your order via PayPal, we will credit the refund directly to your PayPal account.
- If you paid for your order using a credit note, you will be refunded.