At Lulu And Georgia, we believe that creating beautiful living spaces should be a seamless and enjoyable experience. Our commitment to sophistication and attention to detail extends to our returns and exchanges process, ensuring your complete satisfaction with every purchase.
Return & Exchange Timeframe
We gladly accept returns and exchanges within 15 days of your receipt date. To be eligible for a return or exchange, your item must be in its original condition: unused, undamaged, and in its original packaging with all tags attached.
Non-Returnable Items
To maintain the quality and integrity of our collections, the following items cannot be returned or exchanged:
- Custom or made-to-order furniture pieces
- Items marked as “final sale”
- Products that have been assembled, modified, or used
- Items not in their original packaging or showing signs of wear
Please Note: Due to the custom nature of our furniture collections, certain items from our Beds, Dining Tables, and other made-to-order categories may be non-returnable. This will be clearly indicated at the time of purchase.
Return & Exchange Process
Follow these simple steps to initiate your return or exchange:
Step 1: Submit Your Request
Within 15 days of receiving your order, please email our customer service team at [email protected] with the following information:
Return/Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Content:
Dear Lulu And Georgia Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Item(s) to Return/Exchange: [Product Name(s) and SKU(s)]
Reason for Return/Exchange: [Please provide details]
Preferred Resolution: [Refund / Exchange for (specific product)]
Contact Information: [Your Full Name, Phone Number]
Thank you for your assistance.
Sincerely,
[Your Name]
Step 2: Receive Authorization & Instructions
Within 2 business days, our customer service team will respond with:
- Return authorization number
- Prepaid shipping label (for eligible returns)
- Detailed packing instructions
- Return shipping address
Step 3: Package and Ship Your Return
Please ensure your item is securely packaged in its original packaging. Include all original materials, tags, and documentation. Affix the provided shipping label and drop off at the designated carrier location.
Step 4: Processing Your Return
Once we receive your return, our quality team will inspect the item(s) within 3-5 business days. You will receive email confirmation once your return is processed.
Refund Information
Upon approval of your return, refunds will be processed to your original payment method within 7-10 business days after we receive and inspect the returned item.
Important Refund Details:
- Original shipping fees are non-refundable
- Return shipping costs are the customer’s responsibility, unless the return is due to our error
- Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
- International refunds may be subject to currency conversion fees
Exchange Process
For exchanges, the process is similar to returns. Once we receive and inspect your returned item, we will ship the exchange product to you. Standard shipping rates apply for exchange shipments.
If the exchange item is of higher value, you will be invoiced for the price difference plus applicable shipping fees. For lower-value exchanges, you will receive a refund for the difference.
Damaged or Incorrect Items
If you receive a damaged item or incorrect product, please contact us immediately at [email protected] within 48 hours of delivery. We will arrange for a replacement or return at no cost to you, including prepaid return shipping.
International Returns
For our global clientele (excluding certain remote locations and parts of Asia), international returns follow the same process. Customers are responsible for return shipping costs and any applicable customs duties or taxes.
Need Assistance?
Our dedicated customer service team is here to help you create the beautiful living space you deserve. Contact us with any questions about returns or exchanges:
Email: [email protected]
Response Time: 1-2 business days
Business Hours: Monday-Friday, 9:00 AM – 6:00 PM EST
Thank you for choosing Lulu And Georgia to help create your perfect home. We appreciate your trust in our collections and are committed to ensuring your complete satisfaction.
Last Updated: January 2024