I ordered a pair of block heels that I needed for a wedding over 2 months ago, and my package has not arrived yet. I emailed the company and let them know my package had not arrived in South Africa to which they responded and claimed they had tracked it in South Africa. The tracking system is not efficient. I have contacted all my local courier companies and none of them have my order. The whole experience has been terrible and I'd like a refund because I doubt that my package will arrive.

We really put the customer service department to the test, unintentionally. Our first order my daughter put the wrong address, we didn't realise until the package was in transit, they were instantly on it and called the delivery driver and got the address changed. Our second order was fine, but I needed to extend the refund policy as I was taking the order to the U. K. and I needed more time for the returns. They were brilliant, extended it and were pleasant and courteous. Fantastic! I can't compliment them enough. I also love love love the website, seeing how the clothes look in the people that have previously bought them, it's a super idea and works so well!

I ordered my two bridesmaid dresses and planned on ordering my entire destination wedding wardrobe from Lulus. But what I did not know was that my two dresses totaling $160 American would be taxed with duty at 50%. I was not told that the package I paid tax on and shipping fees already would cost me another $80. Never have I ever in all my years of online shopping been charged duty from a clothing brand. Lulus posts their receipt on the outside of the box so that no matter what it will be stopped at the boarder and charged duty.
When I contacted Lulus as to returning my dresses and getting my $80 duty fees back, they never got back to me.
I'm so unhappy with my purchase.
And the longer I wait for a response the more I spread the word to my fellow Canadians about their terrible service.
Not worth it for Canadians to order from Lulus. Their service is terrible.

I have been shopping with Lulu's for years and have never had a problem - though I have never had a package get lost. I returned an item like I have many times and proceeded on with my day. 2 weeks passed and I had not received a refund, so I reached out to customer service. She could not locate my return and told me to reach out to UPS and I told her I had already. Their wait times are almost an hour. She then said maybe I should go into the UPS store and ask. Though our city is now on stay at home order. FUN, RIGHT? So, she was unable to provide my refund (even though I did choose in-store credit) and I am unable to go into UPS. Lulu's is great until you actually hit a snag.

I was looking for a jumpsuit for a wedding I'm attending this summer. However, I ended up buying two dresses. Once, they arrived, it didn't fit me well so I decided to return them. But, the return process is turning me off. My return arrived to them over a week ago and I'm still waiting for them to send an email once it's "processed". Not to mention I then have to wait another week for the refund to show on my card. Never again, this is my first time ordering from them, and my last time.

Im 5'10 so I was so unsure of what size romper to buy to fit my length, but not be too big on me (I'm 146-150 lbs). I contacted the live chat and they were helpful with providing me measurements of the other sizes, but I was still unsure. I went ahead and ordered a large on a Sunday and it came the next Thursday! Of course I had to return it and order a small though. The lady on the phone when placing my exchange was very nice and gave me more information on the correct size. I again ordered it on the weekend (Saturday this time) and it came on Friday. This is to Maryland by the way. My free return label was emailed to me and I put it in the mail a couple days later. The only problem I would say is that it takes them a bit to refund your money. Other than that I had a great experience and already have in mind what i want to buy next!

My order is late and there is no way to track it. I'd like a full refund. The tracking number is invalid OR the order never shipped. There is no way to contact the company by phone (on hold indefinitely- "We are experiencing longer than expected wait times") and chat support never connects you to an representative.