Returns & Exchanges

Please note that all international items require a few extra steps, please see how to return your international items here.

  • You may return or exchange Lurelly online store purchase for any reason, including sale items, subject to adherence to these terms.
  • Returns or exchanges are accepted on items within 15 days from the date of purchase. Items received outside this period will not be accepted.
  • Lingerie and swimwear items can only be returned for store credit or exchanges if we have sizes in stock. They cannot be processed for a refund. 
  • For all swimwear and lingerie, customers must try on items wearing undergarments. If returned, the protective hygiene strip must remain in place and will not be accepted if removed or altered, or the item otherwise shows signs of wear.
  • Altered items cannot be returned, no exceptions will be made if the product is altered. Item will NOT be accepted for return.
  • Custom orders are final sale. However, we offer additional alterations if needed.
  • Wedding dresses and dresses with hand sewn embellishment have a $50 restocking fee.
  • Once an item has been sent back for an exchange and an exchange is mailed to you, the exchanged item cannot be returned for a refund and will be final sale. However, we do offer store credit in some cases.
  • Exchanged items are only eligible for store credit, if the exception is made.
  • Promotions or sales cannot be applied to orders retroactively.

RETURNING YOUR ITEMS

 

  • Before returning your item, please contact Lurelly Customer Service at customercare@lurelly.com to process your return. Include your original receipt/invoice order number, and reason for return in your email.
  • Exchanges/returns must be postmarked no later than 15 days after receiving your order or it will not be accepted.
  • We provide return labels for all orders placed with us. Please package your item, include your invoice/order number and drop off at any UPS store location.  Lurelly is not responsible for lost or damaged packages. It is the responsibility of your shipment servicer to respond for these items. We recommend using UPS service for your returned packages as they have less chance of being tampered with.
  • For all international returns and exchanges please see details here.
  • You will not be reimbursed for your original or return postage.
  • You will not receive a refund for your return until we receive your returned item.
  • Once we've received your return, we can send you a store credit of the same amount or you can write on your invoice (or a separate paper) the exchange instructions and we can exchange your product and mail it back to you.
  • Contact Lurelly Customer Service at customercare@lurelly.com to process your return. Include your original receipt/invoice order number, reason for return and package tracking number.
LURELLY
RETURNS DEPARTMENT 
2825 SOUTH SANTA FE AVE.
VERNON, CA 90058
  • Refund payments will be made using the same payment method you used to make the initial purchase and it usually takes 14 business days after we receive your package. After that, refunds are generally issued within one week of the date the refund was processed.
  • Store Credit cannot be refunded.

EXCHANGING YOUR ITEMS

 

  • All exchanges must be postmarked no later than 14 days after the order was received.
  • Contact Lurelly Customer Service at customercare@lurelly.com to process your exchange. Include your name, order number, item description, reason for return/exchange, new item and size you want in place of your exchange.
  • For all international returns and exchanges please see details here.
  • Pack your return securely, in the original package if possible, and include your original invoice with instructions and details mentioned above.
LURELLY
RETURNS DEPARTMENT 
2825 SOUTH SANTA FE AVE.
VERNON, CA 90058
  • You’re responsible for selecting your preferred shipping carrier and method. We recommend using one that can be insured and tracked. Lurelly is not responsible for lost or damaged packages. It is the responsibility of your shipment servicer to respond for these items. We recommend using UPS service for your returned packages as they have less chance of being tampered with.
  • You will not be reimbursed for your original or return postage.
  • You will not receive a refund for your return until we receive your returned item.
  • Once we've received your return, we can send you a store credit of the same amount or you can write on your invoice (or a separate paper) the exchange instructions mentioned above and we can exchange your product and mail it back to you.
  • Refund payments will be made using the same payment method you used to make the initial purchase and it usually takes 14 business days after we receive your package. After that, refunds are generally issued within one week of the date the refund was processed.
  • Store Credit cannot be refunded

INTERNATIONAL RETURN AND EXCHANGES

 

PLEASE NOTE

  • If you are not happy with your purchase, we accept returns that meet the conditions below and that are postmarked no later than 15 days after receiving your order. We do not process international exchanges at this time.
  • All items purchased using promotional codes/discounts are final sales and cannot be exchanged or returned.  
  • All sale, lingerie and swimwear items are final sale.
  • All non sale items are eligible for refund if returned unworn and in mint condition. If you've had your regular priced order for more than 5 days we cannot accept your return. All goods returned must be unworn, unwashed, undamaged, unused (free from wear, stains, odors or any condition that would prevent the item(s) from being sold as new). Returned item(s) must have their original tags attached. If your return is soiled with make up or tarnished, It will not be accepted for return.
  • Altered items cannot be returned, no exceptions will be made if the product is altered. Item will NOT be accepted for return.
  • Custom orders are final sale. However, we offer additional alterations if needed.
  • Wedding dresses and dresses with hand sewn embellishment have a $50 restocking fee.

RETURNING YOUR ITEMS

 

  • Contact Lurelly Customer Service at customercare@lurelly.com to process your return. Include your name, order number, item description, and reason for return. All communication will be done via email.
  • Returns must be postmarked no later than 15 days after purchase.
  • You’re responsible for selecting your preferred shipping carrier and method. We recommend using one that can be insured and tracked. Lurelly is not responsible for lost or damaged packages. It is the responsibility of your shipment servicer to respond for these items. We recommend using UPS service for your returned packages as they have less chance of being tampered with.
  • Your return shipment needs to have 3 copies of a Customs form that will document what is in the package and provide a dollar amount of the value of the package on the outside of the box. These are included with the original packaging. These forms are important to make sure your package gets through Customs without any additional delays.
  • Pack your return securely, in the original package if possible, and include your original invoice with the instructions above as well as 3 copies of the Customs form on the outside of the box (provided in original packaging).
LURELLY
RETURNS DEPARTMENT 
2825 SOUTH SANTA FE AVE.
VERNON, CA 90058
  • You may be subject to import duties and taxes that are levied once a shipment reaches the destination country. UPS, Lurelly, or any other independent shipping carrier can not be held liable for any additional charges you may incur. Additional charges for Customs clearance must be borne by you. Lurelly has no control over these charges and cannot predict what they may be.
  • Each country has their own Customs regulations that may or may not charge for certain types of merchandise or material included in your order. When ordering from Lurelly, you are considered the Importer of Record and must comply with all laws and regulations of the country in which you are receiving the goods.
  • You will not be reimbursed for your original or return postage.
  • You will not receive a refund for your return until we receive your returned item.
  • Refund payments will be made using the same payment method you used to make the initial purchase. The refund is issued once the return is processed and depending on your bank’s policy it can take up to 30 if you are international.
  • Store Credit cannot be refunded.

Have a question not called out here? Contact our Customer Service Team by emailing customercare@lurelly.com.