Due to the handcrafted nature of our collections, each piece is unique just like your child. Slight variances may occur in print, size and construction.
Not yet! We are quickly growing and working on the best way to bring the brand to a physical location owned by Lulu and Roo, but we do have a nation wide partnership of stores - Partners
Afterpay gives shoppers the option to pay for their order in 4 equal, interest free payments, rather than all at once.
Simply select the option at checkout + follow the steps for sign up. If you are already an Afterpay customer the process will be quick and easy.
Most of our product launches have limited inventory meaning that once it sells out there are no more plans to restock 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. Stay up to date on restocks by joining our Lulu and Roo Insider email and following us on Facebook and Instagram.
We are always happy to hear your feedback! You are welcome to leave us a review on our Lulu and Roo Facebook page or on our website. Thanks for being a part of our Lulu and Roo family!
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 the USA.
CUSTOMER SERVICE HOURS
Open: 8 am to 5 pm MST
Monday - Friday, Excluding Holidays
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 there may be some delay in responses.
Coupons and rewards
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 Loyalty Program page for more details.
To begin earning rewards points on your orders you must create a separate rewards account to learn more go to our Loyalty Program page.
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.
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.
If the discount code doesn't apply to your order, please check the following: - Check for spaces before or after the discount code after inputting it into the discount field. - Check to see how many times your discount code has been used. If your code was manually applied by customer service on a previous order, then your code will no longer work - If none of the above apply, then please use Contact Us and send a screencast of the issue happening, and we'll get you a solution.
Order Details
First please add Luluandrooclothing.com to your email address book and check your spam/junk folder for the confirmation email.
If you still don't see the order confirmation, the email address entered at checkout may have been entered incorrectly. Please contact us at Customer Serviceand tell us the email address where you would like the order confirmation sent and we will check and see if for some reason the order didn't go through or if the email address was simply entered incorrectly at checkout.
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.
Purchases that are not processed due to a credit card declining because of credit limit, invalid zip code or invalid CVC number may still show up on your account as a pending charge. This charge however should drop off your account within a couple of days before any money is taken out of your account.
We recommend contacting your local authorities immediately and Route if you had it on your order. Lulu and Roo is not responsible for stolen packages.
Yes! If you have not yet received an email stating that your order has shipped, we can cancel your whole order, or just specific items. Please contact us at Customer service immediately using the message: "URGENT: Cancel Order" and include your order number. If you would like to remove items, include the items you would like removed.
We absolutely understand how frustrating and confusing this can be. When there is a massive influx of people on the site all looking for the same/like products and adding them to their cart for checkout, it will hold the product in the checkout process. If they do not complete the checkout process, then it will release the product back. The changing inventory amounts due to increased shopping will not be considered a website glitch. We will not award or give discounts, points, etc to multiple orders placed or lost items from increased shopping.
Although this may have happened in the past due to website problems, this is no longer an issue. We ask that customers double click the item they would like to add to their wishlist, since one click will not secure it and may secure the incorrect item instead. Please double check wishlists before placing orders to make sure that you are purchasing the correct sizes. We will not award or give discounts, points, etc to multiple orders placed for lost items from incorrect wishlists.
Product Questions
Due to the fact that we cannot verify if the washing instructions were followed; Once an item has been washed it is considered ineligible to be returned. We recommend checking all items for specific washing instructions before washing. Please note that hand-wash items should be washed by hand and not on the "hand wash" cycle on a machine.
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.
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 the USA.
Shipping & Delivery
Lulu and Roo is committed to processing orders promptly. Once the order is received our fulfillment center processes and ships orders within 1-2 business days. Depending on your location it will take an additional 3-5 business days for your order to arrive. Please note that Launch Days and Holidays can impact this process time frame and orders may be delayed. 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.
INTERNATIONAL ORDERS
Lulu and Roo does not collect duties, taxes, customs, or brokerage fees at the time of purchase. Therefore, international orders ship with these potential additional fees UNPAID. Lulu and Roo cannot currently determine what these charges may be. We recommend contacting your local customs office regarding your country's custom policies.
Customers may be charged duties, taxes, customs, and/or brokerages fees on their international orders at the time of delivery in the local currency. Customers will be responsible for all duties, taxes, customs and/or brokerage fees.
The estimated delivery times for international packages varies depending on the country. If you have any more questions regarding your international shipment, feel free to reach out to our customer service: Contact Us
Return Policy
Unworn, unwashed and unused merchandise may be returned within 30 days of an orders delivery date. Shipping charges will not be refunded.
Once tracking information is received, and your package shows it is on its way back to us, your refund will be processed within 3-5 business days. The refund will be issued to your bank equal to the price of the returned item(s). Please allow 5-10 business days for the amount to reflect in your account (timing will vary based on your financial institution).
If you are refunded using Store Credit you will receive an email containing a gift card code equal to the amount of the returned item(s), once your return has been processed. Gift Card funds are available immediately once your return is processed. These gift cards cannot be refilled and will only expire once the funds have been depleted.
Please Note: - 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.
Exchanges: Customers can exchange an item for a different size or color in the same style at no extra cost. If you're interested in exchanging for a different item, an invoice reflecting the price difference will be emailed to you for you to pay. Exchange orders will not be created or shipped until the customer has notified our customer service team with tracking information to show that the original item has been sent back. These exchanges may be subject to an additional shipping fee. CONTACT CUSTOMER SERVICE directly if you have any questions regarding exchanges.
Customers have 30 days after their order delivery date to start the return process. After that the window will expire and items will be marked as un-returnable. If this occurs and you believe there are special circumstances, please CONTACT CUSTOMER SERVICE
Customers have 30 days after their order delivery date to start the return process. After that the window will expire and items will be marked as un-returnable. If this occurs and you believe there are special circumstances, please Contact Us!
Absolutely not! Exceptions can be made in instances such as this where our fulfillment service takes longer than usual to deliver your package. Simply CONTACT CUSTOMER SERVICE and we’ll be happy to help!
We keep a record of any gift card that is issued as store credit and can resend or recreate the code as needed, simply Contact Us.
Monday, Tuesday, Wednesday, Thursday and Friday are considered business days. Excluding all Holidays that may land on the days listed above.
The process for returns is the same regardless of how you paid for your order. When we receive your return, we will notify AfterPay that you returned your item(s). They will then refund you the remaining balance. Please note that the refund will come across as "Afterpay" on your bank statement.
Once a customer notifies us with tracking information, and we see that the package is on its way back to us, it takes 3-5 business days for our customer service team to process a return. You will receive the funds from your refund in your account approximately 5–10 days after the date on which the refund is initiated. This can vary depending on your banking institution.
Lulu and Roo is committed to processing orders promptly. Once the order is received, our fulfillment center processes and ships orders within 1-2 business days. Depending on your location it will take an additional 3-5 business days for your order to arrive. Please note that Launch Days and Holidays can impact this process time frame and orders may be delayed. Please note our turnaround time is subject to change at any time, especially during product launches, sales or holidays.
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.
If you have not yet received an email stating that your order has shipped, please CONTACT CUSTOMER SERVICE immediately using the: "URGENT ADDRESS CHANGE" and include your order number and correct shipping address in the body of the email.
If you have already received an email stating that your order has shipped please click the tracking number in the email to see what courier was used to ship the package. Then please call your local office of said courier, give them your tracking number and let them know the correct address of where you would like the package delivered.
Yes! All packages are shipped with duties and taxes unpaid. These charges may or may not apply to your package. If you are unaware of the custom or tax charges, we please ask that you contact your local customs office before you purchase an order with us. The customer is responsible for all fees. Shipping costs vary depending on package size and location. Feel free to CONTACT CUSTOMER SERVICE for more information!
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 through the Route Resolve an Issue Portal or contact their customer service at support@route.com.
If you did not purchase shipping insurance and your tracking information has reported a successful delivery but you have not received 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.
Due to the nature of how our orders are fulfilled, we are not able to combine orders.
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