Frequently Asked Questions

Customer Service

01. What are your service hours?

Open: 8 am to 5 pm MST 

Monday-Friday

We try to respond to all emails within 24 hours excluding weekends and Holidays. Please note during sales and promotions email volume is high and we staff up accordingly but there may be some delay in responses but will still respond within 24 hours.

02. I RECEIVED A DEFECTIVE ITEM. WHAT CAN BE DONE ABOUT THIS?
At Lulu & Roo, quality and customer service are our top priorities. Although we do strive to provide the best quality in our products there can be defects that slip by us. If you have received a defective item please contact customer service at hello@luluandrooclothing.com within 7 business days from receiving the order. You will need to provide a photo of the damaged item and order number to help move the process along faster. 
03. CAN I CHANGE MY ORDER AFTER IT HAS BEEN PLACED?
Because orders process within 24-48 hours of being placed there is a small window to make changes. We will do our best to catch the order in process but it is not guaranteed. If an order does go out due to customer error the customer will be responsible for any return. Please contact hello@luluandrooclothing.com to change your order.
04. CAN I RETURN OR EXCHANGE MY ITEMS?

We allow returns and exchanges on all Unworn and Unwashed items with the tags still attached within 30 days of the order delivery date except in the following situations:

  • Items purchased on clearance cannot be refunded. We do allow exchanges for other items that are currently on clearance.
  • Items purchased using a promo code can be returned and refunded but only in the form of store credit. We do allow exchanges for items of equal value. 

Please contact Customer Service at hello@luluandrooclothing.com with the following information to process your return: 

      • Order number 
      • Item you wish to return/exchange
      • If exchange, include the item that you would like to exchange for. 
      • We do not provide prepaid return labels for returns or exchanges.

Product Questions

05. WHERE ARE MY ITEMS MADE?
We are proud to say that all of our fabric is woven to our unique specifications in the United States. Our design teams then create custom patterns that are sewn in Salt Lake City, Utah.
06. CAN I MACHINE WASH AND DRY MY ITEMS?

We recommend turning the item inside out, machine wash cold with like colors and tumble dry on low. This will keep your items in the best shape and prolong the life of the item.

Our materials are not pre-shrunk so please allow up to 10% shrinkage if machine washed and dried. Minimal pilling is typical for terry fabric. To avoid excess pilling please avoid washing with jeans, towels or any items of rough nature.

07. HOW DO I DETERMINE THE CORRECT SIZE FOR MY CHILD?
Each of our product listings have a Size Guide with Arm, Chest, and Length measurements located on each listing page. Our product lines are designed for slim style fit. If you prefer a roomier fit or are in between sizes we do recommend sizing up. 

Shipping And Fulfillment

08. WHO DO I NEED TO CONTACT IF MY PACKAGE IS LOST OR STOLEN?

Lulu and Roo has partnered with a shipping insurance company called Route. If you purchased Route Insurance during checkout you will be able to file a claim and their customer service team will handle your case contact support@route.com

If you did not purchase shipping insurance and your tracking information has reported a successful delivery but you have not receive it please contact USPS at 1-800-222-1811. Please understand that we cannot take responsibility for lost/missing packages that have been successfully delivered to the address provided with your order. Please contact your carrier, as they can check the geotag of the delivery scan and escalate an investigation on your behalf. We do not issue a refund on lost packages. 

09. HOW DO I CHECK MY ORDER HISTORY OR IF AN ORDER WAS PROCESSED?
Every time you place an order you should receive an order confirmation to your email if you cannot find it check your Spam folder in your email. Additionally you can login to your account at luluandrooclothing.com and look into your account to see your order history. 
10. HOW OFTEN DO YOU RESTOCK ITEMS?
Most of our product launches have limited inventory meaning that once it sells out there are no more plans to re-stock it. Occasionally due to returns or other circumstances inventory does become available. If it is an item you are interested in hit the “Notify me when available” button and you will receive an email if there is additional inventory. The inventory is first come first serve. 
11. THE ITEM IN MY CART DISAPPEARED AND IS OUT OF STOCK NOW?
Adding items to your cart does not reserve the inventory for you. Once the order is placed and paid for the inventory is allocated to your order. We recommend placing the order as soon as possible to secure the inventory. 
12. HOW LONG DOES SHIPPING TAKE?
Once the order is received our fulfillment center processes and ships orders within 48 hours. Then depending on your location will take an additional 3-5 business days to arrive. When the order ships, you will get an automated email with tracking information. Please note our turnaround time is subject to change at any time, especially during product launches, sales or holidays.

Coupons And Rewards

13. DO YOU OFFER WHOLESALE?

Yes we offer wholesale pricing to brick and mortar stores only. To receive more information and apply please click here.

Once we receive your application we will get back with you within 1-2 business days.

14. MY COUPON IS NOT APPLYING TO ALL MY ITEMS?
Coupons or discount codes cannot be applied to items already marked down on clearance, they can only be applied to full price items. Coupons also are limited to one use per order. There is no code stacking.
15. HOW DO I START EARNING REWARDS POINTS ON MY ORDERS?
To begin earning rewards points on your orders you must create a separate rewards account which is gold button on the bottom of the screen or to learn more go to our Loyalty Program page.
16. CAN I COMBINE REWARDS POINTS WITH DISCOUNT CODES?
Reward points and discount codes cannot be combined on orders. There can only be one discount/reward code used per order, no stacking codes. Rewards points are also only applied against full priced items and excluded from items on sale. Please see the Rewards Loyalty Program for more details: