FAQ's

Q: Can I speak to a real person?
A: Yes, our customer service department operates between 9am to 5pm Monday to Friday and our phone number is 02 9700 7070 or +61 2 9700 7070 if calling from overseas. If you need to call after hours, please leave a clear message with your name, phone number and the best time to call you back and then one of our friendly staff will call you back.

Q: How do I care for my products?
A: Please see our care instructions page for handy hints and care instructions for all of your Lulu items.

Q: Can I send my purchase as a gift?
A: Yes, by all means! At Lulu, we love to give and to receive gifts so we know how important this is for you. When you check out of our store, please indicate whether the item/s purchased are gifts and indicate whether you would like a special message added to your card. Our custom made packaging and gift cards are just divine and our expert packers have all been to Lulu and I wrapping school so our gifts are almost too good to unwrap!

We make sure that the invoice is sent in a separate envelope directly to you and that your special giftee will never know the price.

To see our stunning custom packaging for yourself, please visit our packaging page.

Q: Can I follow Lulu on Facebook & Twitter?
A: Absolutely! Please click on one of our links below to receive regular updates on our Lulu and I Facebook page and even more regular Tweets.
facebook| Twitter

Q: How do I become a Lulu and I VIP member
A: Please sign up for our regular newsletters and you will automatically become a VIP member of Lulu and I and be eligible for member’s only specials and advance notice of new ranges, sale events and specials.

Q: How do I unsubscribe from newsletters?
A: Firstly, we would hate to see you go and if you have any helpful suggestions for future newsletters,  we would love to hear from you before you make your final decision. However, the next time you receive a newsletter from Lulu and I.com, simply click the unsubscribe button on the bottom of the email and you will be removed immediately. Alternatively, you can send us an email to delete or edit your email address.

Q: How long will shipping take?
A: Our packages are sent via many different courier services depending on their size and your delivery address. All orders will be lovingly packed and sent within 48 hours of receipt. Most local deliveries take between 2 and 5 days and most international deliveries take between 7 and 21 days; again, depending on the location. We will stay in touch with you throughout the shipping process to ensure you are always “in the loop”. For more comprehensive shipping information, please visit our deliveries page.

Q: Can you send an urgent delivery?
A: Absolutely! If your gift or order is super urgent, please add information to the comments section in your order, call us on 02 9700 7070 or email us so that we can expedite delivery. We may have to charge a slightly higher freight rate but we will do everything we can to ensure your parcel arrives on time.

Q: Do you ship internationally?
A: Yes, we will be thrilled to send your gorgeous Lulu and I items anywhere in the world. We charge a flat freight fee of $45.00 to all International destinations. Please note, Lulu and I.com is not responsible for any import duties or taxes that may be charged by International postal services. For more comprehensive shipping information, please visit our deliveries page.

Q: How do I return faulty goods?
A: All goods are thoroughly checked prior to despatch however if your goods are damaged in transit, please contact us on 02 9700 7070 or by email and we will arrange the return of your faulty item and your replacement quickly and simply.

Lulu and I will accept all of the freight charges for returns if;

1. The return has been approved by our customer service department.
2. The return is accompanied by a Return Authorisation (RA) number which will be given to you at the time of contacting customer service.
3. The return is made by our nominated method or carrier.

Q: Can I return an item even if it is not faulty
A:  You certainly can. We want you to be 100% thrilled with your purchase from Lulu and I so if the product is not the exact colour shade you were expecting or the exact size you thought or if you changed your mind, you can return the unworn, undamaged, unsoiled product to us within seven (7) days. We are happy to offer a store credit or a refund of the product less the flat rate of the original postage.

Lulu and I will accept all of the freight charges for returns if;
1.    The return has been approved by our customer service department.
2.    The return is accompanied by a Return Authorisation (RA) number which will be given to you at the time of contacting customer service.
3.    The return is made by our nominated method or carrier.

For further information on our generous, satisfaction guaranteed returns policy please see our returns page.

Q: When will my credit card be charged?
A:  All payments are made at checkout of the Lulu and I store and a receipt will be sent to your nominated email address.  Orders must be paid in full prior to shipment.

Q: What forms of payment do you accept?
A: For our online store we accept Visa, MasterCard & American Express all through our secure eWay payment gateway or you may choose to pay using PayPal.

We also accept Eftpos and cash for showroom purchases.

Q: How do I find my size for rings or belts?
A: Please see our sizing page for a comprehensive list of sizing used on Lulu and I.

Q: Does Lulu and I have a Bricks and Mortar store?
A: Lulu and I has a gorgeous showroom in Alexandria, Sydney. We are open by appointment only and operate appointments from Monday to Friday between 9am and 5pm.

You are welcome to make an appointment simply to try on or experience the product prior to purchase or maybe you would like to invite your girlfriends, family or colleagues, enjoy our hospitality and shop in exclusive style.

Please do remember that all showroom visits require an appointment in advance. Please call Aja on 02 9700 7070 or email us to make your appointment.

For more information, please visit our Host a Party page.

If you have other questions not addressed on our FAQ page, please call or email our customer service department and we will endeavour to answer you right away!