FAQ
What if I have a question or need assistance?
We are here to answer all of your questions, just send an email to info@shoplucylus.com. We will reply to your email as quickly as possible, but please allow up to 24 hours for a response. If emails are sent after business hours, you will receive a response the next business day. Emails sent after 5:00 pm on Friday will receive a response on Monday. If you need an urgent response, please feel free to call 804-665-7120.
What if I need to make a change to my order?
We appreciate you choosing to shop with Lucy Lu's. Unfortunately once an order is placed it cannot be modified. Please look over your orders carefully by double checking all the details such as size, color, etc. before you submit it.
What if my order ships to the wrong address?
Again, please check your order carefully before submitting it. It is your responsibility to give the correct shipping address when placing your order. We do not take responsibility for any orders shipped to the wrong given address. If you notice that you entered the wrong address , please contact us immediately at (804)665-7120. If the order has not shipped we can correct it. Once it ships, we are not responsible.
What if I want to cancel my order?
Please make sure you want the item or items before submitting your order. Unfortunately we do not allow order cancellations.
When will my order ship?
Orders usually ship within 24-48 hours, but please allow up to 3-4 business days. Once the order ships, you will receive a shipping notification email along with a tracking number.
What if my order is lost or stolen?
We are not responsible for lost or stolen packages. Once the tracking indicates the order was 'delivered', Lucy Lu's is not responible for stolen or missing packages. Please contact USPS (your local post office) with questions regarding your shipment.
How do I know the correct size to order?
Please use our size chart only as a reference. Most of our clothing fits true to size, however there are some items that may run smaller or larger. Please carefully read product descriptions before choosing your size. If you are between sizes, we recommend that you order one size up.
What if my order is damaged?
Please report all damaged items within 3 days of receiving the item. If you contact us after 3 days of receiving the damaged item you will not be eligible for a refund or replacement. For a return for store credit, click here to submit your request.
How long does it take to receive a store credit for a return or damage?
Once we receive your return, please allow up to 3-5 business days for your store credit to be issued. You will receive an email once the return/exchange has been processed.
What payment methods are accepted?
We accept Visa, Mastercard, American Express, Paypal, Afterpay, Sezzle, and Lucy Lu's gift cards. Payment methods cannot be changed once your order has been placed.
How does Sezzle and Afterpay work?
Sezzle and Afterpay allows you to purchase and pay for your items in four equal installments that are due every two weeks. There is no additional cost to make payments in installments as long as your payments are on time. All payments are interest-free, and you receive you order right away. Once your order is placed using Sezzle or Afterpay, we are not responsible for your payment agreement.
What if my item isn't the color that I thought?
We try our best to display colors of our products accurately in photos and also in the product descriptions. We do not take responsibility for monitor discoloration.
What items are considered final sale?
All swimwear, intimates, bodysuits, sunglasses, hosiery, accessories (jewelry, headbands, hats, belts, etc.), and clearance items are considered final sale. Refunds and exchanges are not permitted for these items.
