Refund policy
Returns
You can request a return within 30 days of receiving your order.
To be eligible, the piece must be unworn, in the same condition you received it, and returned in its original packaging.
How to start a return
Email support@lulutouch.com with your order number and the item you want to return. We will reply with the return address and instructions. Packages sent back without contacting us first cannot be accepted.
Return shipping
Return shipping is paid by the customer, and original shipping charges are not refunded. We recommend a trackable shipping service, as we cannot be responsible for returns lost in transit.
Items that cannot be returned
- Earrings, for hygiene reasons
- Custom or personalized pieces made to order
- Gift cards
These items can still be returned if they arrive damaged or if you received the wrong item.
Damaged or wrong item
If your order arrives damaged or you receive the wrong item, email us within 7 days of delivery with your order number and a photo. In this case we cover the return shipping and make it right with a repair, a similar piece, or a refund.
Exchanges
Most of our pieces are made only once, so we cannot offer direct exchanges. Please return the item and place a new order for the piece you want.
Refunds
Once we receive and inspect your return, we will email you to let you know whether it is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card company may take a few extra days to post the refund.
Questions
Email support@lulutouch.com.