Last updated: 7 November 2026
1. Purpose and scope
The Lulli Loyalty Programme (hereinafter the ‘Programme’) is offered by LULLI SUR LA TOILE, a limited liability company with a share capital of €5,000, registered with the Marseille Trade and Companies Register under number 519 233 282, whose registered office is situated at 2408 Route du Vaisseau, 13420 Gémenos, and whose intra-Community VAT number is FR 41 519 233 282 (hereinafter “Lulli” or the “Company”).
The aim of the programme is to reward customer loyalty by enabling customers to earn points on their purchases and to progress to different membership tiers, each offering benefits, discounts and exclusive services.
The Programme applies to purchases made on the website www.lulli-sur-la-toile.com and in participating Lulli shops, a list of which can be found on the page Our shops.
Purchases made at Lulli Cafés do not earn loyalty points.
These General Terms and Conditions of Use (hereinafter the ‘GTC’) set out the terms and conditions governing membership, operation and use of the Programme.
They can be viewed at any time on the Lulli website.
2. Membership Terms and Conditions
2.1 Membership conditions
Membership of the Programme is free and there is no obligation to purchase.
It is available only to individuals of legal age who hold a Lulli customer account and make purchases for personal use, excluding purchases made in the course of a professional or commercial activity.
Membership can be taken out:
- In-store, by creating a customer profile with the Lulli team.
- On the website, when creating a customer account or when making a first purchase that results in the creation of an account.
Membership implies acceptance of these Terms and Conditions of Use, which are brought to the customer’s attention at the time of registration.
Upon joining, the customer (hereinafter the ‘Member’) automatically gains Members status.
2.2 The personal nature of membership
Membership of the Programme is strictly personal and non-transferable.
Each Member may only hold one loyalty account. Points, membership status and associated benefits may not be sold, assigned or transferred to a third party.
If a Member has several customer accounts, they may request that these be merged by contacting customer services or in-store, subject to verification of their identity and provided that it is technically possible to merge the accounts in question.
2.3 Information required for membership
To join the Programme, the customer must provide the information required for identification and account management, including their surname, first name, contact details and, where necessary for the allocation of the relevant benefits, their date of birth.
The Member undertakes to provide accurate information and to update it in the event of any changes.
Lulli cannot be held liable for any failure to receive a communication due to inaccurate or out-of-date contact details, subject to its legal obligations.
2.4 Existing customers at launch
Customers who already have a Lulli account on the Programme’s launch date will be able to benefit from the Programme in accordance with the information and enrolment procedures put in place by the Company.
Purchases made prior to the launch may be taken into account when determining their initial status, in accordance with the history import rules defined by Lulli and communicated to the customers concerned.
3. How the Programme Works
3.1 Identification when making purchases
In order for their purchases to be taken into account when calculating their points, Members must log in:
- On the website, by logging into your customer account when placing your order.
- In-store, by providing the necessary identification details or by showing their loyalty QR code before completing their purchase.
Orders placed in guest mode, without being linked to a registered customer account, do not earn points.
The Member is responsible for providing their identification details when making purchases.
If a purchase has been incorrectly linked, they can contact customer services to request a review. Any correction is subject to the provision of the necessary supporting documents and to verification of the available information.
3.2 Earning points
For every euro spent on an eligible purchase in-store or on the Lulli website, you will earn one (1) loyalty point.
Points are calculated on the basis of the amount of eligible purchases actually paid for by the Member, after deduction of any discounts and reductions applied.
Delivery charges and any service charges are not taken into account when calculating points.
Points are credited to the Member’s account within an estimated 48 hours of the purchase being invoiced.
Points are used solely to determine the Member’s loyalty status.
They do not constitute a means of payment, have no monetary value and cannot be exchanged for cash, refunded or transferred to another account.
3.3 Reference period
Loyalty status is calculated based on the points accumulated over the last twelve (12) rolling months.
This period does not correspond to a calendar year.
The number of points taken into account is recalculated daily to include new eligible purchases and exclude purchases that fall outside the reference period.
Points relating to purchases made more than twelve months ago are no longer taken into account when calculating membership status.
3.4 Returns, cancellations and refunds
In the event of an order cancellation, a product return or a full or partial refund, the points corresponding to the refunded amount will be deducted from the loyalty account.
This adjustment may result in a change to the Member’s status.
Lulli also reserves the right to correct any errors in the allocation of points, particularly in the event of a technical fault, double counting or fraudulent use of the Programme.
4. Loyalty schemes
The Programme comprises four tiers, determined by the number of points accumulated over the last rolling twelve months.
| Status | Point threshold |
|---|---|
| Members | As soon as you join, starting from 0 points |
| Silver | From 3,000 points |
| Gold | From 5,000 points |
| Platinum | From 10,000 points |
Each membership tier includes the benefits of the previous tier and grants access to new privileges, subject to the specific conditions applicable to each benefit.
4.1 Promotion to a higher grade
When a Member reaches the number of points required to progress to the next membership tier, their membership status is automatically updated.
The associated benefits will become available from the date the new regulations come into force.
An information email is sent to the Member to inform them of their new status and the associated benefits.
4.2 Retention and downgrading of status
Status is retained as long as the total number of points accumulated over the last twelve rolling months remains at or above the required threshold.
When this number falls below the threshold for the Member’s current status, the Member is automatically reclassified to the status corresponding to their new points balance.
This reduction results in the loss of the benefits exclusively associated with the previous status.
In order to inform Members of any anticipated changes in status, Lulli plans to send email notifications, specifically 30 days and then 7 days before the estimated date of the change in status.
These alerts are based on the information available at the time they are generated. A change in the points balance, particularly following a refund or a correction, may result in a change in status regardless of the dates originally announced.
Members status remains valid for as long as membership of the Programme remains active.
5. Benefits of the Programme
Benefits are granted according to the Member’s status at the time they are used.
5.1 Members’ Status
Available as soon as you join, with no minimum purchase required.
Members enjoy the following benefits:
- A 15 per cent discount to mark their birthday.
- Early access to certain exclusive offers.
- Free delivery on eligible purchases of €200 or more.
- Simple alterations are available in-store, subject to the terms and conditions applicable to this service.
5.2 Silver Status
Available once you have accumulated 3,000 points over a rolling 12-month period.
Silver Members enjoy all the Members’ benefits, as well as:
- A 10 per cent discount on their eligible purchases on a day chosen by Lulli each season.
- Early access to certain exclusive items and capsule collections.
The date of the seasonal handover day is set by Lulli and communicated to the members concerned, in particular by email and via their customer portal.
5.3 Gold Status
Available once you have accumulated 5,000 points over a rolling 12-month period.
Gold Members enjoy all the above benefits, as well as:
- A permanent 10 per cent discount on their eligible purchases.
- Free delivery with no minimum spend, subject to the relevant delivery methods.
- Specific alterations are available in-store, subject to the terms and conditions applicable to this service.
- An exclusive gift to mark their anniversary.
- Invitations to certain events organised by Lulli, subject to availability.
5.4 Platinum Status
Available once you have accumulated 10,000 points over a rolling 12-month period.
Platinum Members enjoy all the above benefits, as well as:
- A 20 per cent discount to mark their birthday, replacing the 15 per cent birthday discount.
- An additional 10 per cent discount at Café Lulli, subject to the terms and conditions applicable to that establishment.
- An exclusive end-of-year gift.
- Early access to certain exclusive products and capsule collections.
- A private shopping service, including the option to book a private session at a Lulli boutique on request, subject to availability.
- A dedicated priority helpline, including via WhatsApp.
- Invitations to VIP events organised by Lulli.
The contact details for the priority helpline are made available to the relevant members in their customer portal.
6. Terms and conditions for using the benefits
6.1 General terms and conditions for discounts
Discounts offered under the Programme are available only to Members who meet the required criteria.
They apply only to eligible products and services, subject to the conditions specified by Lulli.
Unless otherwise expressly stated in the terms and conditions of an offer:
- The benefits and discounts offered under the Programme cannot be combined.
- They cannot be combined with other promotional offers or discount codes.
- They do not apply to products that are already discounted, including those offered as part of sales, promotions, private sales or other marketing campaigns.
- Lulli gift cards and gift boxes are excluded from discounts.
- Certain brands or product categories may be excluded from discounts, in accordance with the restrictions set out by Lulli.
Members are informed of the applicable exclusions before using the relevant benefit.
Discounts cannot be exchanged for cash, used to issue a credit note or applied retrospectively to a purchase that has already been completed.
6.2 Permanent Gold and Platinum discount
Gold and Platinum members enjoy a permanent 10 per cent discount on their eligible purchases.
On the website, this discount is automatically applied to the basket when the Member is logged into their customer account and the products are eligible.
In-store, members must present their membership details at the till and ask for their discount to be applied before completing their purchase.
The permanent discount is subject to the exclusions and rules on non-cumulation set out in Article 6.1.
6.3 Birthday offers
Members are entitled to an anniversary offer depending on their membership status:
- Members, Silver and Gold: 15 per cent off.
- Platinum: 20 per cent off.
The anniversary offer is personal, non-transferable and may be used in accordance with the terms and conditions and during the period of validity communicated to the Member.
It is subject to the exclusions and rules on the prohibition of overlapping benefits set out in Article 6.1.
Lulli may request the information necessary to verify the Member’s eligibility.
The anniversary offer cannot be exchanged for cash if it is not used.
6.4 Free delivery
Free delivery is offered depending on the Member’s status:
- Members and Silver members: for eligible purchases totalling €200 or more.
- Gold and Platinum: no minimum purchase required.
This offer applies to eligible delivery methods and geographical areas, as specified at the time of ordering.
Special delivery services, in particular express or bespoke services, may be excluded from this benefit where such exclusion is stated before the order is confirmed.
Any other terms and conditions relating to delivery remain governed by Lulli’s General Terms and Conditions of Sale.
6.5 Free alterations
Members are entitled to in-store alterations depending on their membership status:
- Members and Silver members: simple touch-ups are free of charge.
- Gold and Platinum: simple and specific touch-ups included free of charge.
Alterations are carried out in shops offering this service, subject to technical feasibility and availability.
Whether an alteration is classified as a simple or specific one depends on the nature of the work and the characteristics of the garment.
The services that will actually be covered are specified by the Lulli teams before they are provided.
6.6 Exclusive gifts
Certain membership tiers give access to exclusive gifts, particularly on birthdays or at the end of the year.
The nature and terms of these gifts are determined by Lulli.
Gifts are offered whilst stocks last and subject to the eligibility criteria communicated to the relevant Members.
They are personal, cannot be converted into cash and do not give rise to any financial compensation in the event of non-use or unavailability, subject to applicable legal rights.
6.7 Events and invitations
Invitations to Lulli events are offered depending on the Member’s status.
Lulli determines the dates, venues, formats and capacity of the events.
Invitations are personal and subject to availability.
Having a status that entitles you to invitations does not guarantee that you will automatically receive an invitation to every event organised by Lulli.
6.8 Private shopping
The private shopping service is available exclusively to Platinum Members.
It offers, on request, personalised support which may include the temporary exclusive use of a Lulli boutique.
This service is subject to staff availability and prior confirmation by the relevant shop.
6.9 Benefits at Café Lulli
Platinum Members can enjoy a 10 per cent discount at Café Lulli, subject to the terms and conditions set out by Lulli and the participating outlets.
This benefit is separate from the loyalty points scheme: purchases made at Lulli Cafés do not earn points.
Any exclusions, restrictions or specific conditions applicable to this benefit are communicated to the members concerned.
7. Customer Area and Programme Tracking
Each Member can view information about the Programme via their ‘My Account’ personal area on the Lulli website.
This section allows you to find, amongst other things:
- Their current loyalty status.
- The number of points taken into account over the last twelve rolling months.
- His purchases recorded in the Programme.
- His progression to a higher status.
- The benefits that are available and those that are yet to be unlocked.
- His personal identification QR code.
The information displayed is updated based on the data stored in Lulli’s systems.
In the event of an error or dispute regarding the number of points, membership status or a benefit, the Member may contact customer services.
Lulli carries out the necessary checks based on the available data and any supporting documents provided by the Member.
8. Duration, termination and amendment of the Programme
8.1 Duration of membership
Membership of the Programme is for an indefinite period.
Members may request to unsubscribe at any time, free of charge, by contacting Lulli’s customer service team.
Unsubscribing will result in the loss of your loyalty status, any points you have accumulated and any benefits you have not yet used, subject to rights already acquired and the applicable legal provisions.
It does not affect the Member’s rights in respect of previous purchases.
8.2 Changes to the Programme
Lulli reserves the right to make changes to the Programme, in particular:
- The procedures for calculating and awarding points.
- The eligibility criteria for the various statuses.
- The nature and conditions of use of the benefits.
- The technical arrangements for the operation of the Programme.
Any substantial change that is detrimental to Members shall be notified in advance, within a reasonable period before it comes into effect, by email or by any other appropriate means.
Any amendments may not retroactively call into question the rights definitively acquired by Members, unless permitted by law or on legitimate grounds.
8.3 Suspension or termination of the Programme
Lulli may decide to suspend or terminate the Programme.
In the event of permanent cessation of operations, Members shall be given at least one month’s notice, unless exceptional circumstances or a legal obligation require a shorter notice period.
During this notice period, Members may make use of the benefits to which they are entitled, subject to the terms and conditions set out in these Terms of Use.
The procedures for dealing with benefits that have already been allocated but remain unused as at the termination date are set out in the notice sent to Members, in accordance with their rights.
9. Fraudulent use
The Member undertakes to use the Programme for personal purposes, in good faith and in accordance with these Terms and Conditions.
Any fraudulent or abusive use, including the creation of multiple accounts with the aim of gaining undue advantages, the provision of inaccurate information or the manipulation of the points allocation system, may result in corrective measures being taken.
In the event of fraud or a serious breach of these Terms and Conditions, Lulli may temporarily suspend access to the Programme, cancel any points or benefits obtained unlawfully, or terminate membership.
Unless immediate interim measures are required, the Member shall be informed in advance of the allegations against them and given the opportunity to submit their comments.
These measures are taken in a manner proportionate to the seriousness of the facts established and in accordance with the Member’s legal rights.
10. Personal data
Under the Programme, Lulli acts as the data controller for the personal data required for its operation.
The data processed may include, in particular:
- The Member’s identification and contact details.
- Their date of birth, where this is required for the purposes of granting a benefit.
- Her purchase history, both online and in-store.
- Their points balance and loyalty status.
- Benefits that have been used or are still available.
- The information required to process their requests.
This data is used, in particular, to manage membership, calculate points and membership statuses, allocate benefits, monitor the Programme and respond to members’ enquiries.
Communications required for the administration of the Programme, in particular those relating to changes in status or the terms and conditions of use of the benefits, are separate from marketing communications.
Marketing communications are sent in accordance with the applicable rules on electronic marketing and the preferences expressed by the Member.
In accordance with the General Data Protection Regulation (GDPR) and the French Data Protection Act, Members have the right, subject to the applicable legal conditions, to access, rectify, erase, object to, restrict the processing of, and request the portability of their data.
They can exercise their rights by contacting Lulli’s customer service team.
He also has the right to lodge a complaint with the French Data Protection Authority (CNIL).
For further information on data processing, the legal bases for such processing, data retention periods and how to exercise your rights, Members are invited to consult the Lulli’s Privacy Policy.
11. Liability
Lulli takes all reasonable steps necessary to ensure the smooth running of the Programme.
However, temporary interruptions, technical faults or delays in the allocation of points may occur.
In the event of a malfunction, Lulli undertakes to examine Members’ requests and to make any justified corrections.
In the event of a dispute regarding the number of points or membership status, the data recorded in Lulli’s information systems shall serve as evidence for verification purposes, without prejudice to the Member’s right to provide any supporting documentation to the contrary.
Lulli cannot be held liable for the consequences of an event of force majeure as defined by the applicable regulations.
Nothing in these Terms and Conditions shall exclude or limit the statutory rights of consumers or Lulli’s liability in cases where such an exclusion or limitation is prohibited by law.
12. Contact and complaints
For any enquiries regarding the Programme, the allocation of points, loyalty status, the use of a reward, a request to opt out or the merging of accounts, Members may contact Lulli’s customer service team:
- By telephone: 04 91 44 61 67, Monday to Friday, 9 am to 6 pm.
- By email: [email protected]
- Via the contact form: Contact customer services
Customer Services looks into complaints and endeavours to respond to them as soon as possible.
Complaints relating to an order or a product remain subject to Lulli’s General Terms and Conditions of Sale and the applicable legal provisions.
13. Governing law and disputes
These Terms and Conditions are governed by French law.
In the event of a dispute relating to the Programme, Members are asked to contact Lulli’s customer service team first in order to seek an amicable resolution.
In accordance with the provisions of the Consumer Code, a Member acting as a consumer may, free of charge, refer the matter to the relevant consumer ombudsman, having first submitted a written complaint to Lulli and subject to the statutory conditions for admissibility.
The contact details of the ombudsman appointed by Lulli can be found in the legal and contractual information made available to consumers.
If an amicable settlement cannot be reached, the dispute may be brought before the competent courts in accordance with the rules of ordinary law.
14. Entry into force
These Terms and Conditions shall come into force on 7 November 2026.
They are available at any time on the website www.lulli-sur-la-toile.com.
The applicable version is that in force on the relevant date, subject to rights acquired previously and mandatory legal provisions.