FAQ

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just click here and follow the instructions on-screen. 

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at info@lulabridal.com ust in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

How can I change my email address?

Please send your request and correct email address to info@lulabridal.com and we can change this for you.

When will my order arrive?

Once you place an order, it will take us some time to either process and make the requested items before the order ships out to you.  All our dresses are made to order uniquely for each customer. Processing time is 2-6 weeks. The standard sizes are made to order as well, therefore we highly recommend ordering in custom size.

Estimated Receiving Time = Processing Time (2-6 weeks) + Shipping Time

 

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. 

You can check your order status here or go to "Track Your Order" page, enter your Order Number and Email Address to see your order details. 

 
 
 
 
 
 
 
 
 
 
 
 
 

What countries do you ship to?

We ship to most regions worldwide. Please check this detailed breakdown here before ordering to make sure we can deliver to your geographical location.  Your address can be chosen from our shipping countries drop-down list when you fill in the shipping address.

We ship worldwide to nearly every country across the globe, covering North and South America, Europe, Asia, Africa, Oceania, and more. If your shipping destination is not available at the checkout, please just Contact Us.

 

How much is shipping?

We’re happy to offer Free International Shipping into all destinations listed below. This is the cheapest available shipping option chosen by us and with standard free shipping, products are expected to arrive within 40-120 days of shipment depending on destination. Some of the Free Shipping Options are not possible to track and we are not able to give you estimated arrival date.

Standard Shipping with expected International arrival between 33-45 days.

Express Shipping is fastest available tracked shipping to your destination for small fee. Estimated delivery is 10-28 days depending on destination with most of the parcels arriving within two weeks. You can choose your Express Shipping option during checkout and we offer several options depending on destination (DHL, UPS, FedexIP).

We also offer Free Express Shipping into the same countries on orders above $600 USD. 

Once your order is completed and ships out, we will email you a confirmation and tracking number with updated delivery information

Can I change my shipping address?

If you need to change your shipping address please get in touch as soon as possible. We may be able to change the shipping address while your order is still in production. You can Contact Us to send the correct shipping address. 
Once your order has been shipped, we cannot change the delivery address or delivery options.

How do I change or cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering on info@lulabridal.com, we may be able to ammend or cancel your order. However, it is important to note that our dresses are made to order. When the sewing process begins, the material cannot be reused.

Custom Dress

How can I customize my dress?

You can make free custom alterations to any of our original design or chose to ahve them in custom made colour. Please contact us first to get all available colours for you chosen dress.

If you need custom dress - send us pictures of your dream dress and we will give you the price if the materials are available.

What are your product sizing details?

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa and American Express. We also accept payments via Apple Pay, Google Pay and Shop Pay.  We also accept payment by PayPal. If you decide to use Paypal you’ll be taken to the PayPal website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our website once your transaction is complete. Depending on a region, you can pay by Bancontact or iDeal. 

 

Returns

Can I return or exchange an item?

We have a 7 day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.   We can only accept return for items in standard sizes. All our dresses are made to order and we are unable to accept any refunds or exchanges for custom dresses. All custom dresses are specially made according to the dimensions you provide and for this reason, returns are not permitted for custom dresses. 

How do I return an item?

If you wish to return any or all parts of your order, you will need to contact on info@lulabridal.com. Providing the return is within the 7-day period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging and shipping when returning an item.

 

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@lulabridal.com with the details.

If you just don’t like the product for any reason, we’ll gladly accept all eligible items back as a return.  All custom dresses are specially made according to the dimensions you provide and for this reason, returns are not permitted for custom dresses. Please note we do not cover shipping expenses for returns.

We will notify you once we’ve received and inspected your return, and let you know if the return was accepted or not. You will receive store credit in the amount of the returned item's sale price. We offer store credit which can be used to buy other goods at our store, we do not offer money refunds.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving returned item.