Refund policy
Returns & Refunds
Thank you for shopping with LuLu’s Collars! Each item is handmade with care, and we want you and your pet to love your purchase.
Returns & Exchanges
Because many of our products are handmade and made to order, we accept returns or exchanges on eligible, non-customized items within 14 days of delivery. Items must be unused, unworn, unwashed, and in their original condition.
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. Original shipping charges are non-refundable.
Custom & Personalized Items
Custom-made, personalized, special-order, and customized items are final sale and cannot be returned or exchanged unless there is a defect or an error made by LuLu’s Collars.
Please carefully review all measurements, sizes, colors, patterns, personalization, and customization choices before placing your order.
Sizing
Please measure your pet carefully before ordering and refer to the sizing information provided on the product page. Because our products are handmade, we cannot guarantee an exchange or refund when an incorrect size is ordered.
If you are unsure about sizing before ordering, please contact us and we’ll be happy to help.
Damaged or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery. Please include your order number and photos of the item so we can make it right.
Cancellations
Orders may be canceled before production has begun. Because many LuLu’s Collars products are handmade to order, items made or customized to the size selected by the customer are not eligible for return or exchange due to an incorrect size selection.
Refunds
Approved refunds will be issued to the original payment method after the returned item has been received and inspected. Processing times may vary depending on your bank or payment provider.
Contact Us
Questions about a return, exchange, sizing issue, or order? Please contact LuLu’s Collars at stacy@luluscollars.com.