Return Policy

At Lulu & Moss, your satisfaction means everything to us. We carefully design and select each piece to ensure comfort, quality, and style. If your order isn’t quite right, we’re here to help.

Returns & Eligibility

We accept returns within 14 days of delivery, provided that:

  • Items are unused, unworn, unwashed, and in original condition

  • Original tags and packaging are intact

  • Proof of purchase is provided

For hygiene and safety reasons, we cannot accept returns that do not meet these conditions.

Non-Returnable Items

The following items are final sale and not eligible for return or refund:

  • Sale or discounted items

  • Gift cards

  • Personal care or hygiene-sensitive products

How to Request a Return

To start a return, please contact us at:

📧 support@luluandmoss.ca

Include your order number, the item(s) you wish to return, and the reason for the return. Our team will guide you through the next steps.

Return Shipping

  • Customers are responsible for return shipping costs unless the item is defective or incorrect

  • We recommend using a tracked shipping service, as we cannot be responsible for lost or delayed returns

Refunds

Once your return is received and inspected:

  • You will receive a confirmation email

  • Approved refunds will be issued to your original payment method

  • Please allow 5–10 business days for the refund to appear, depending on your payment provider

Original shipping charges are non-refundable.

Exchanges

At this time, we do not offer direct exchanges. If you would like a different item, please return the original purchase and place a new order.

Damaged or Incorrect Items

If you receive an item that is damaged or incorrect, please contact us within 48 hours of delivery and include clear photos. We will resolve the issue as quickly as possible.

Late or Missing Refunds

If your refund has not appeared:

  • Check with your bank or credit card provider

  • Allow additional processing time

  • If the issue continues, contact us at support@luluandmoss.ca

Contact Us

For any questions regarding returns or refunds, please reach out to us:

Lulu & Moss Customer Care
📧 support@luluandmoss.ca