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**Due to COVID-19  restrictions, some countries have been suspended from receiving packages. Please visit this link for more information on the selection of suspended countries:

1.) I have or have not used the jewelry and it’s the incorrect size can I receive a refund or exchange on my purchase?

Unfortunately, we can’t and will not process a refund or an exchange on items that were purchased incorrectly due to sizing or items which have been used or not, due to hygienic purposes. Please verify all information including sizing before checkout. Even if your purchase is unopened and in its original form of packaging, we cannot accept any items back once they have been shipped out. Please read our policy here, for more information regarding returns and exchanges.

2.) What do I do if, I did not receive a confirmation/tracking email after checking out?

The order confirmation and/or your tracking information will be sent out to you via email shortly after placing your order. If you have still not received it within a few hours of placing your order, be sure to check your personal Spam folder. Alternatively, the email address or phone number on file might be inputted incorrectly. If you never received your confirmation at all your order may have failed or was unsuccessful.If you are still unable to locate the confirmation email for your order, please contact us via email at and our team will do their best to assist you.

3.) Why was my order canceled and I received a refund for my purchase?

There are several reasons why your order may have been cancelled. The item(s) you have purchased may be sold out or discontinued. We are unable to verify your billing information and/or your shipping address. If your order is cancelled for any of these reasons, you will receive an email confirming your order’s cancellation. The full amount of the order will be refunded back to the original form of payment used. Refunds can take up 10-12 business days for the amount to post on your account, depending on your bank.

4.) Why was my card charged but, I didn't receive an order confirmation? I didn't place and order but my card was still charged.

If you did not receive a confirmation number after checkout via phone or email, then an order was not placed, or your order never went through.A transaction may appear as a pending charge (pre-authorization) for 7-10 business days before your bank or card provider verifies that the amount was never taken from our end, once verified they will remove that charge and credit back your account.

5.) I provided the wrong shipping address/email address while checking out, how can I fix this issue?

Unfortunately, we won't be able to recover your order once it is shipped out. You have a time frame of 24hours to contact us for any changes at with your name and order number. Customers are responsible to pay for shipping if items are returned due to an incorrect address from United States Postal Services (USPS). Packages will not be re-shipped until customers have re-paid the appropriate shipping costs.

 6.) Was my package returned to Lulu's?

If your package was declined, not picked up, or any postage and fees have not been paid, USPS will return the package back to us. We will contact you via email, text or phone same day of receiving your package. You have 48hrs to contact us back regarding your order. If the time frame has passed you will then be ineligible for any refunds. If we have not contacted you regarding your package being sent back to us, this means that we have not received anything. You will be responsible for repaying any shipment costs for returned orders. You will also not be eligible to receive a refund for the shipments costs if you choose to receive a refund on your items.

7.) How long does shipping take for domestic orders?

  • All orders are shipped through United States Postal Services (USPS)

Shipping fee is charged based on the subtotal before taxes and discounts.

All domestic orders take about 5-7 business days (not including weekends or holidays).

What is the cost of shipping for domestic orders?


  • USPS First Class Package– 5-7 business days (not including weekends or holidays) - $3.99 
  • USPS Priority Mail- 2 business days (not including weekends or holidays) - $9.99 

All orders will include USPS Tracking® which will be emailed once orders have been shipped.(Prices are subject to change without notice)

 8.) How long does shipping take for international orders?

  • All orders are shipped through United States Postal Services (USPS)

Shipping fee is charged based on the subtotal before taxes and discounts.

All international orders may take about 14-28 business days (not including weekends or holidays).

 What is the cost of shipping for international orders?

  • USPS First Class Package International- 14–28 business days (not including weekends or holidays) - $14.99
  • USPS Priority Mail International– 10-12 business days (not including weekends or holidays) - $34.99
  • USPS Priority Mail Express International– 5-7 business days (not including weekends or holidays) -$45.99

All orders will include USPS Tracking® which will be emailed once orders have been shipped.(Prices are subject to change without notice)

9.) How long does it take for orders to be processed and shipped?

All orders generally take 48-72 hours to process not including weekends or holidays. All orders placed after 12:00pm(PST) will be processed and shipped the following business day not including weekends or holidays. For example: Any orders placed on Friday after 12:00pm(PST)  will not be shipped until the following Monday.

Our shipment days include, Monday's, Wednesday's and Friday's.

Please note that these hours may change based on the volume of orders, especially during sale promotions.

10.) What can I do if I forgot to apply my discount code and it did not go through?

If you have forgotten to input your discount code prior to checking out. Please contact us via email at within the next hour of placing your order. We may have to cancel your order so; you can replace it using the discount code. Your discount code cannot be added once your order has been processed and shipped. Discount codes cannot be used in conjunction with any other discount codes. Lulu’s has a right to hold or cancel orders that have used more than one discount code. Please keep in mind that discount codes do have expiration dates.

11.) I haven’t received my package yet what do I do?

For all purchases, a USPS tracking number will be provided via email, once orders have been shipped. For further shipping issues please contact your local USPS with your confirmation number which you received via email. We have no control of the actual shipment of your package, the logistics is taken care by the USPS. Once packages have been shipped, we do not have access to their locations, therefore we can only track them through their tracking numbers. 

Our carriers DO NOTrequire a signature. If you are not home, the package may be left at your address or returned to postal services.

12.)Package tracking shows delivered but was not received.

If your tracking information shows that your package was delivered but you can't find it, carriers may have placed it in a safer location like inside your mailbox, or your porch. Check your mailbox again as some packages come separately from your regular mail. Check with others in your house that may have accepted it.If the order was delivered to an apartment or office building, please check with the management office or receptionist.  In rare cases, package may show as 'delivered' but could take additional 24 hours.

We also suggest reaching out to your local post office and see if the package is being held by them for pick up. If your package shows delivered, there is absolutely nothing we can do from out end, it would be controlled by postal services.

13.) I received my package and items were damaged what can I do?

Lulu’s Body Jewelry & Piercing L.L.C is not responsible for any damaged, lost or stolen packagesand we will not be issue you a refund.

 You can ensure your orders with USPS during shipment to cover any lost, stolen or damaged orders. You are offered toensure your package while selecting shipping methods prior to checkout.You can add a required signature for more security on your orders which is an additional fee by USPS however it's an extra level of security for ensuring that your package(s) won't be stolen, and it would require your signature before being dropped off.

14.) Can I purchase jewelry online and come in to get a piercing?

Sizes sold online are not meant for initial piercings. Therefore, you cannot get pierced with it at our piercing studio for safety purposes. If you choose to visit Lulu’s Body Piercing studio for a jewelry change you would need to bring the jewelry in its original form of package, unopened along with its packaging slip included with orders.

15.) Do I have to pay additional customs or international fees?

There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that Lulu’s does not have any control over these fees and cannot advise as to what the costs will be, as they vary by country. Custom charges are not included within shipping costs.For more information, please contact your local customs office/postal services. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.

16.)  Can gift cards be used in store and online?

Gift cards purchased online can only be applied towards online purchases.They cannotbe used in store. In addition, gift cards cannot be returned or reimbursed. All sales are final.