Shipping, Returns & Cancellation

Shipping Policy

Delivery area:

Currently Lulupu.com provides delivery only within India

We deliver to almost locations within India. For logistical reasons, we are unable to deliver to few places.

 

Shipping methods:

Lulupu - The Craft Lounge dispatches all parcels using a courier service best suited to your order or the type of products sold on Lulupu – The Craft Lounge to offer you a fast and reliable delivery service.

Please allow 1-3 working days for your order to be dispatched. Normally orders placed before 1pm on a business day, we aim to ship the same day, providing card security checks are complete, payment received and stock availability is confirmed. Orders placed after 1pm will be shipped the next business day. Orders Received on Sunday or during Holidays are dispatched the following Monday or next working day. During busy times, such as holiday periods, there can be processing and shipping delays.

You can track your delivery via the My Account / My orders

Shipping charges:

Lulupu - The Craft Lounge levies Flat Rate Shipping of Rs.100. For orders above Rs.4500 the Shipping is FREE

Shipping Timelines:

It can take 3 to 12 days to deliver your order from the date you make a purchase on our site and confirm the payment based on your pincode/location

Lulupu - The Craft Lounge’s delivery timelines differs based on the payment method chosen by our customers. For Online NEFT transaction and Cheque deposits, the order will be dispatched only after the payment has been received in the account

For Cash-on-delivery (COD) and Credit/Debit Card transaction, we will ship your order within 2-3 working days.

Failure to receive a COD orders post confirmation will lead to the order being cancelled and the user account on Lulupu - The Craft Lounge being disabled.

Delivery problems

Despite our best efforts and those of our logistic partner, certain issues can arise before your parcel is delivered. In order to guarantee you a quality service, Lulupu - The Craft Lounge promises to do its best to find the causes and resolve the problem in a timely manner.

Further information:

 

What should I do if I cannot track my order online?

Once your parcel has been dispatched, an email containing your parcel information is sent to you automatically with our courier services tracking page URL for your convenience.

If you are unable to view any information regarding your parcel, we recommend that you contact us so we can follow up on your order.

 

What happens if I am not available to receive my parcel?

Should you not be present when our courier attempts to deliver your parcel, our courier partner makes attempts to reach you via a phone call and SMS. Please ensure that you take calls from our courier partner to facilitate delivery of your package. A second attempt will automatically be made within 24 hours. After the second attempt, our courier will hold on to your parcel for 3 days awaiting further instructions from the recipient before returning your parcel to Lulupu - The Craft Lounge.

Once the parcel has been sent back to us, you must wait until it arrives in our Order Processing Center. At this time you will automatically receive an email asking you if you would like us to resend your parcel. We will hold the parcel for you at our Order Processing Center for a week from the time we send you an email. If we do not hear from you in this timeframe we will need to cancel your order.

Please note the shipment cost for resending the parcel will be borne by the customer.

Also please note, since cash on delivery( COD) is a special service where we ship your order without any prepayment, we may be forced to discontinue the option of COD in your account should you fail to accept your COD parcel when it is delivered to you.

 

What should I do if I receive a damaged parcel?

If when you receive your parcel you notice that it is damaged you should refuse to accept it.

All parcels are guaranteed to be in perfect condition when they are dispatched from our end

If you refuse your parcel, please let us know via an email to orders@lulupu.com

 

What should I do if a damaged parcel has been left for me?

If your parcel was left for you in your post-box, or if your neighbour/ reception/ anyone on your behalf has accepted it, and it is damaged, the parcel is considered as “Accepted”.

If on opening your parcel you notice that items are damaged/ missing or if your parcel does not contain the items you ordered, please inform us via an email on orders@lulupu.com within 24 hours of receipt of your order.

 

Cancellation of Order by User

 Cancellation of order within 6 hours without penalty, except the 4% Bank Charges

After placing an order, customer can only cancel the order if the order state is showing as "pending" under Order History. Cancellations have to be made within (maximum) 6 Hours of placing an order. For canceling your order, you will have to get in touch with our Customer Support Team by sending an email giving your Order Number.

General Scenario

In case we receive a cancellation e-mail and till that time the order has already been "processed" by us, the order cannot be canceled. www.lulupu.com has complete right to decide whether an order should be cancelled or not. Also, the customer agrees not to dispute the decision made by www.lulupu.com and accept www.lulupu.com decision regarding the cancellation.

 

In case of Gift Certificate

Gift Certificate will not be canceled, user can demand for extension of expiry date within 3 days of purchase.

 

Cancellation of Order by Lulupu - The Craft Lounge

Lulupu.com reserves the right to refuse or cancel any order placed for a product that is listed at an incorrect price or for any other reason. This shall be regardless of whether the order has been confirmed and/or payment been received. The 100% payment shall be refunded and the User shall be informed of the same.

If a non-delivery or late delivery occurs due to a mistake by the User (i.e. wrong or incomplete name or address or recipient not available or any other related reason) any extra cost spent by Lulupu.com for re-delivery shall be claimed from the User.

 

Replacement/ Return Policy by Lulupu.com

In 7 days except the following:

1. Gift Certificates

2. Items that have been used or opened

3. An item not returned in the condition it was received.

4. Any item received by us in a damaged condition.

5. Items sourced or delivered outside India.

We take stringent measures to ensure that the items delivered to you are in perfect condition. However, there is a remote possibility that:

• the item may be damaged during transit

• or there might be a manufacturing defect

• or that a wrong item is delivered to you

In only such cases as given above, we will replace the item at no extra cost, provided that the request for replacement / return of item is made within the stipulated time-frame as given below. No returns or replacements will be allowed after the order is processed, except for the reasons given above. Please ensure a wrong item received by you is not opened or used. return of wrong item will be accepted only for unopened pieces.

For low value items (Under Rs.300) we will only issue a credit note, which would be valid for 3 months from the date of issue.

To get a replacement, email us your Order Number and the Reason for returning. Only after receiving our confirmation for the return, you are requested to send the item back to us. We will then arrange for the replacement of the item through our logistics partner. We shall not be responsible for any items sent to us for return / replacement without our confirmation.

 

Our Return Policy:

• Replacement request must be made within 7 days of purchase and must not be part of above list

• We do not have a return pick up option hence request the customer to kindly send us products for return well packed to the store address. Please note return courier charges will be refunded as store credit to a max of Rs.100 or actual cost for big/heavy products. Express shipping will not be refunded so kindly use an economy shipping method only.

• There are no extra shipping charges for the delivery of replacement items for the reasons mentioned above.

Refund Policy by Lulupu.com

Cases of goods unavailability or service problem:

• If the item sent for replacement is not available, we will try to give you best possible alternatives, but at the end choice of customer will be final

• If the order is confirmed by us and order is not able to ship the product on time, then we give refunds to customer, if customer demands

• 100% refund will be given, if product is not available or vendor is not able to ship the products

• For courier products, If the delivery address is out-side the service area, then only 100% refund will be given

 

Cases of customer demanding refunds:

• Refund will be 90% of Order Cost, in case of customer don't want suitable and available replacement of product 

• Shipping will be borne by customer