At Lulusar, we want you to love our products and your shopping experience. Please review our returns & exchange policy below for complete clarity. 

Delivery Timelines

• Our standard delivery time is 3–10 working days.
• We always strive to deliver orders before the estimated timeline.
• For any inquiries or assistance, please contact us:

+92 304 111 8331

customercare@lulusar.com

Note: For international orders, shipping charges are calculated as per DHL rates and are not determined by Lulusar. Additionally, customers are responsible for any Customs Duties, VAT, or other applicable charges based on their destination country’s laws.

Exchanges & Returns (Within Pakistan)

Eligibility:

• A one-time exchange is allowed within 7 days of receiving the item, provided that:

    - The item is unworn, unwashed, unaltered, and with original tags attached.

• Items once purchased cannot be returned, unless found to be of defective quality.

Wrong or Missing Items:

• Claims for missing or wrong items (such as incorrect size, color, or product delivered) must be made within 30 days of delivery.
• Any such claims made after 30 days will not be entertained.

Defective Items:

• To raise a claim for a defective item, please share clear photos and video evidence with our customer success team via WhatsApp at +92 304 111 8331.

• Our team will analyze the issue and provide further instructions based on the nature of the defect.

• Claims will not be processed if:
    - Raised after 7 days of delivery
    - The item is found to be worn, washed, altered, or missing tags
  

Refunds for Defective Items:

• Refunds for defective items will be issued as an online store credit (voucher code), which can be used for any future purchase on our website.

• Please note that Cash on Delivery (COD) orders are not eligible for monetary refund, regardless of the level or nature of the defect, as determined by Lulusar.
• For COD orders, any approved refund will be issued only as store credit in the form of a voucher code.

Important Notes:

• Exchanges are allowed only for the same product.
• Sale items are not eligible for return or exchange, unless found to be defective.
• All returns or exchanges must be sent to the address provided by Lulusar, and shipping costs are the customer’s responsibility.
  

International Orders

• All international orders are shipped via DHL Express.
• Our exchange policy does not apply to international orders.
• If a defective item is received, the customer may be offered:
    - An online store credit (voucher code), or
    - A refund, depending on the defect
  
• International customers are not required to return defective items.
• Shipping fees are charged as per DHL's international rates.
• Customers are responsible for paying any Customs Duties, VAT, or import taxes based on the regulations of the destination country.

Order Cancellations:

• Orders can be cancelled before they are confirmed or processed by our customer support team.
• Once shipped, a shipping confirmation with tracking information will be sent via email.
• Lulusar reserves the right to cancel orders due to:
    - Stock unavailability
    - Pricing discrepancies
    - Payment failure
  
• • For prepaid orders:
    - A store credit (voucher code) will be issued
    - Refunds are made to the original card/account and may take 3–10 business days to reflect