WE ARE HERE TO HELP

Do you have a question? Great. We are here to help you from Monday to Friday and respond within 24 hours. Plus, you can find most answers to your questions right on this page.

Get In Touch

We recommend to check our our FAQ section, where we may have already answered your question. If you did not find your answer, please explain your question in as much detail as possible. To help us better understand the issue, please attach relevant screenshots.We will respond to every email within 24 hours, Monday to Friday, excluding holidays.

Lulci HEADQUARTER

Qualitext-Line Bt.

Regős utca 9. 8/34

Budapest, 1118 

Hungary (European Union)

EMAIL US

hello@lulci.com

FAQ: FREQUENTLY ASKED QUESTIONS

  • SHIPPING

  • RETURNS & 
    REPLACEMENTS
  • PAYMENT

  • MY ACCOUNT

  • ORDER

  • GENERAL

1. Do you ship to my country?

We ship orders all over the world. Our goal is always fast and secure delivery of items to our customers. If you want to know more detailed information, please check the dedicated “Shipping Policies”.

2. How much is the shipping cost?

The shipping is free on Lulci.com.

3. When will I receive my order?

We ship Monday through Friday excluding holidays. Please allow up to 3 - 5 business days processing time in addition to standard delivery time based on your selected shipping method. Please note, during high volume times such as holidays and special sales, there may be a slight delay in order processing. Your business is important to us, and we'll make every effort to process your order as quickly as possible. 

4. How can I track my order?

As soon as your order is ready to ship, we will send you an email with the corresponding delivery information. After that you will be able to track your order under “My Orders” when you log in to your Lulci.com account or by clicking the tracking link in your shipping confirmation email. Please allow up to 24 hours for tracking to activate.

5. If Customs duties are incurred, who is responsible for them?

Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. Lulci.com does not add taxes, VAT, duty, or any other hidden charges.

6. Can I change / update or cancel my order?

If you need to cancel your order, we offer a 30-minute grace period upon confirmation. Please note your order will be processed after 30 minutes. Changes and cancellations attempted after this window will not be validated. At this time we are unable to modify an order.

1. What's your return policy?

We accept returns within 14 days after you receive your product(s). In order to accept your return, items must be unused, unworn with tags attached.

2. How do I return or exchange an item?

Please understand that we do not accept returns or exchange without prior return authorization. 


If you make sure that you understand our return policy and ensure that all criteria are met, the first thing you need to start is to contact Customer Service and please also provide us the following information: 


- Original order number 

- Reason for exchange 

- Photographs clearly showing the problem with the item 

- Requested replacement item's name, number and color 

- Your shipping address and phone number 


Once our Customer Service team authorizes your return or exchange request, please follow all of the instructions provided. 


We recommend that all returns be sent via a traceable carrier. Keep the Return Tracking Number associated with the package you are returning to ensure that the package is returned to our warehouse. Lulci.com is not responsible for packages sent with a return label not provided by us, or without the original packing slip. Also, Lulci.com do not accept C.O.D. deliveries. 


Please note the following product return requirements: 

- Merchandise must be returned within 14 days of receipt; 

- Merchandise must be unused, unworn and unwashed; 

- Merchandise must have all tags, original packaging, accessories and embellishments fully intact; 

- Gift cards, jewelry, underwear and bodysuits merchandise may not be returned.

3. I decided to keep my order, but have already completed the return form. What should I do?

We are glad you have decided to keep your purchase. Don't worry, you don't have to do anything and there is no need to contact us.

4. How long does it take to receive a refund?

Once we receive your return, please allow up to 14 business days for us to process your refund. It can take up to 5 additional business days after the refund is processed for your bank to credit the funds back to your account.

5. How do I know whether Lulci.com has received the item I returned?

Once your parcel arrives at the warehouse and your return has been approved, you will receive a refund confirmation email.

6. Where do I return the item?

After contacting our Customer Service Team and reaching mutual agreement, you will be able to send the item(s) to our depot, which can be seen on the return & replacement confirmation email. Once we have received the item(s), we will confirm the information you have provided and review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you from our partner.

1. What kinds of secure payment methods do you accept?

We accept the following forms of secure payment: 


1.PayPal: the most convenient payment method in the world. 

2.Credit card via Paypal (Visa, MasterCard, Discover, American Express, etc.) 


If you don't have Paypal account, you can pay only with Credit card via Paypal.


We do not accept the following forms of payment: 


1. Cash on Delivery (COD) 

2. Checks 

3. Layaway plans 

4. Credit cards issued from Afghanistan, Angola, Central African Republic, Cote d'Ivoire, Cuba, Egypt, Ghana, Iran, Iraq, Democratic People's Republic of Korea, Liberia, Libya, Myanmar, Nigeria, Russia, Sierra Leone, Somalia, Sudan, Syria and Ukraine.


Please note that when you use PayPal as your payment option, you will continue through the standard checkout process. Once you click to submit your order, you will be redirected to PayPal.com to complete your payment. You will have 25 minutes to complete the checkout process and your order will not be submitted until you have finished the process on PayPal.com.For more information, visit the PayPal help center.

2. What currencies can I pay?

We are only able to accept USD, EUR at the moment , we can accept more currency in the future. If your credit card or Paypal account is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

3. How secure is my personal information?

Lulci.com adheres to highest industry standards to protect your personal information. Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology) and PCI compliant Level 1, which is widely used on the Internet for processing payments. We don’t sell, lease or otherwise distribute any personal customer information.

4. Why has my payment been refused?

Your payment may be refused for any of the following reasons: 


1. The card may have expired. Check that your card is still valid. 

2. You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit. 

3. You may have entered some information incorrectly. Check that you have filled in all the required fields correctly. 


If it is not one of the three reasons mentioned above, please contact your bank provider.

5. Do you accept PayPal?

Yes, Lulci.com accepts PayPal payments. 

6. What is PayPal?

PayPal is a secure and trustworthy payment processing service which allows you to shop online. PayPal can be used at Lulci.com to purchase items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account). Lulci.com cannot see your card number as it is securely encrypted through PayPal's server. This limits the risk of unauthorized use and access.

7. Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. 

Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office. 

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

8. What is a 3D Secure password?

The 3D Secure password is implemented by VISA and MasterCard in partnership with card issuing banks under the Verified by VISA" and Mastercard SecureCode" services. 

3D secure password is an additional one-time password, that you’ll be asked to enter on the payments page. This password is known only to you, and is sent to you via email or text. This ensures that only you can use your card for online purchases.

9. Can I use two methods of payment when ordering online?

Sorry, we only accept one payment method per order.

Why should I sign up for a Lulci account?

Creating an account will only take a minute and once set up you'll be able to: 

- Shop and check out faster on your next visit 
Get credits for your purchases and for your invited friends orders 
You can shop with your earn credits 
Save frequent addresses 
Check your order status online 
Obtain a history of items you've purchased 
Receive updates on special offers, events, and new products and services 
Retain items in your shopping bag and Wish List 
Request a Easy Return


Just click here, to fill in your details and register or sign in to your account.

What should I do if I forget my password?

For security purposes, we do not save our customers' passwords. If you've forgotten your password we'll need to reset it for you. Simply click on the "Forgot your password" link on the click here and follow the Forgotten Password instructions. 


For security reasons, we cannot send you your password via email.Once you have received our password reset link, it is only valid for 30 minutes. If this time frame has passed, you will need to request a new link. 


If you have not received your reset link within half an hour, please check your junk/spam/promotions folders. Please only request once per hour, multiple requests may result in your account being locked.

How can I change the password of my account?

- Enter into your account. Click “Account” in the top right corner of your screen 

- In the sidebar menu click “Change Password” 

- Enter the required information and click "Update Password"

Why do I need to provide my email address to sign up?

Your email address helps us provide timely information to you about your order and our exclusive deals. It also acts as your username and helps you log in.

Can I add multiple email addresses to login to my account?

To make sure that your account is always secure, multiple email addresses cannot be added. 

Would my account be deactivated if I don’t use it for a long time?

We miss you when you don’t visit us enough but we never deactivate your account unless you requested it, or for exceptional cases of customers with very high repeated order rejection rate.

Why can't I log into my account?

Usually this happens when you have entered the wrong email address or password. We suggest you try the method below: 


1. You can try to Reset a new password via "Forgot your password" link on the Login page

2. If your order history is empty, it could be possible that you've created or logged into a different Lulci account. You can try a different email address. 

 3. Or, if you registered an incorrect email address, you send an email our customer support hello@lulci.com for more help.

1. How do I place an order?

Shopping on Lulci.com is easy! Once you have found the product you want to buy, just follow the steps below: 


1. Click on 'Add To Shopping Bag', to add this product to your cart, 

2. Click on 'Cart' in the top right corner, 

3. Register/Login into your account by entering your email and password, 

4. Enter your shipping/billing information, 

5. Choose your preferred payment option, 

6. Click on 'Confirm order' to proceed to the payment portal and complete your order.

2. How do I know my order has been confirmed?

We'll send you an email once your order has been confirmed! In this mail, you will be provided with a unique Order ID, and a listing of the item(s) you have ordered. We'll also send you an email as soon as your order left our warehouse (shipped).

3. What should I do if I didn’t receive confirmation?

We always recommend to our valued customers to check SPAM/FOLDER if you have not received an order confirmation. If you still do not see it there, please feel free to contact us via hello@lulci.com email address and we’ll send it again right away.

4. How do I know what size to choose?

You can check the handy Sizes Guides on the product page and view our Size Charts for easy reference.

5. Can I cancel/make changes to the order I just placed?

It is only possible to make a change to your order within 30 minutes of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our Customer Care team (within 30 minutes) with your change/cancellation request details included. You are strongly advised to use our Contact Us page. This will minimize the processing delay with your order due to the changes being made.

1. Are all products on Lulci.com new and unused?

Yes, Lulci.com only offers 100% new and unused products. Please contact us if you think a product listed on our website that does not meet these criteria.

2. How can I find the right product on Lulci.com?

You can start by clicking on a category name from the category menu on the top of the website. This shows all the products we have within that category. If you know what you are looking for, just type the name of the product or brand in our search bar at the top of the page and click Search.

3. Are there any hidden costs or charges if I order from Lulci.com?

There are no hidden costs or charges when you order from Lulci.com. We are transparent, therefore we show the gross premium on the product pages and you will check several times the total paid premium before you start the payment process.

4. Are the premiums on Lulci.com negotiable?

Premiums on Lulci.com are not negotiable.

5. How can I contact Lulci Customer Service?

You can reach us via the contact form at this page (Monday to Friday, excluding Public Holidays). Kindly include your Account Name (if you have Lulci Account) for our reference to serve you in a more efficient manner.

@Lulci_fair_shopping

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