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I recently made my first purchase from Lulu's. I'm 5' tall and don't have a typical body shape so I need to purchase multiple items to find the best fit (as do so many women), and often an item doesn't work for my body shape & needs to be returned. After making my first purchase from Lulu's I read their "excessive return" policy, which states anyone who makes frequent returns are banned from future refunds or returns. With this policy, Lulu's is outright excluding people who don't have the typical body shape & rely on purchasing & trying on multiple items in order to find a fit. Now I'm afraid to make another purchase at Lulu's because I'm afraid I'll be banned from refunds. So I will not purchase from Lulu's again & will continue purchasing at companies that have a fair return policy. NOT RECOMMENDED.
Tip for consumers:
Do not purchase here if you require purchasing & trying on multiple items & sizes to find the best fit. If you make too many returns you will be BANNED from future returns from Lulu's.
Products used:
dresses
First order and sizes, quality, and fit of garments were very poor. (XS w/ a 36" waist, sleeves too tight to fit [& I weigh 100 lbs], fabric so thin I'd be afraid to wear it.) Spoke w/ customer service (which was friendly btw), could only get a store credit even though I was so hesitant about placing another order with them (but our fault for not reading the return policy). Placed a second order, was supposed to arrive by a set date, 3 weeks later and still hasn't arrived. If you don't mind the wait and know the brand's quality & fit, you can find good deals, but I won't be placing another order.
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Save your money and a headache, this store is a scam. I order a purple, xs size dress and I paid...
Hi J L, thank you for taking the time to share your feedback with us. We want you to feel comfortable and confident with our policies and in your purchases. As an ecommerce business, we embrace returns as a part of the shopping experience, and strive to make sure every customer is happy with the products they purchase and keep!
While we do reserve the right to limit or refuse service to customers that show excessive return activity, most of our customers will never fall into this policy as it only applies to customers who are purchasing and returning at a rate far above normal frequency. We define this as (i) $3,000 of returns in a 12-month period, combined with a return rate of 80% or more or (ii) $1,500 of returns in a 6-month period, combined with a return rate of 80% or more. This policy is not intended to deter or punish new customers who are still learning how our product fits their individual bodies!
We offer many features to support our customers in finding items they’ll love, such as a team of personal stylists who are able to offer suggestions for fit and style based on your body type and personal preferences! It is our hope that with the tools we offer, and having this policy in place, we can reduce waste, keep product prices affordable, and ultimately improve the overall shopping experience for our guests.
Thank you again for taking the time to share your thoughts. Please do not hesitate to reach out (https://www.lulus.com/customerservice) if you ever have questions or would like personalized assistance. We're happy to help! Xo