Customer Service

ORDER CONFIRMATION

Once you have completed the checkout process you will see a message on screen acknowledging your order and providing you with an order number. Please note that you will not be charged at this time, but funds may be held in your bank account.
Availability of products is not guaranteed. If you have ordered an item that is not available or that is delayed, we will notify you via email.
You will then receive an email confirming the success of your order to the email address you provided. Following this you will receive confirmation that your order has been dispatched, at this point payment will be processed. You will get a confirmation email.

 

ACCEPTED PAYMENT  METHODS

We work with PayPal and NICEPay systems.

 

SHIPPING

For worldwide deliveries we primarily use Standard Shipping (International Parcel Air Mail) and EMS (Express Mail Service). These international express services are offered by over 140 postal services worldwide, including the United States Postal Service, Parcelforce Worldwide (UK), Chronopost (France), Australia Post, Canada Post, Singapore Post Limited, and Hongkong Post.
Depending on your order destination, we may also consider another courier to provide the most suitable delivery service for your specific order.

 

ORDER TRACKING

Once your order has been dispatched, we will send you a confirmation email with your tracking number.
Please note that we may send your order in multiple parcels if the circumstances so require. In this case you will be provided with a unique tracking number for each delivery.

 

RETURN & REPLACEMENT POLICY

Exchange Policy and Instructions:

  • We strongly advise you to check the Size & Fit information before purchasing our garments as this will save your time and minimize the risks of having a wrong item delivered.
  • Once you receive the package, please check the items as soon as possible making sure you got the size and colour you’d previously selected. If the received item does not match the order, please send it back to us and we will replace it with a new one, following the corrections.
  • If the received item is damaged we will replace it with the new one of the same size and colour.
  • If you wish to replace the received product with another one from the same or another collection, please note that we may apply extra charge depending on the difference in price.
  • In order to initiate the replacement, please send us your receipt or any other proof of purchase and the new tracking number. Note that we do not refund shipping costs.
  • When sending your parcel back, make sure that the item you’re returning is in its original packaging and contains all original labels and tags.
  • The item you are returning should be in its original (unused) condition, which our team needs to confirm upon receiving.
  • Replacement is not provided if the item is received by LULU YASMINE in an unacceptable condition. By such condition we imply an item that is missing parts or has been worn, washed, stained or damaged while being worn.
  • All sale items are not eligible for return & replacement.

 

REPLACEMENT APPLICATION

If you wish to replace the item purchased online via post, please contact our customer care team at info@luluyasmine.com first. Please note that during Public Holidays we might be unable to reply immediately.

When applying for a replacement, please provide us with the following information:

  • Your name
  • Date your order was placed
  • Your Sales Order Reference Number
  • Your tracking number
  • Brief description of the problem you are experiencing

 

CANCELLATIONS AND AMENDMENTS

If you wish to cancel your order, cancellation can be initiated within 24 hours after the order was placed.
If you wish to add more items to your order, all amendments can be made minimum 24 hours before dispatching. Note that the administration fee will be applied.