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 Shipping into all destinations listed below. This is the most economical available shipping option chosen by us and products are expected to arrive within 25 days to 45 days of shipment depending on destination - you will get closer shipping transit timeline at checkout. Some of the Free Shipping Options are not possible to track and we are not able to give you estimated arrival date.

Express Shipping is fastest available tracked shipping to your destination. Estimated delivery is 6 days to 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 with the fastest option (DHL, UPS, Fedex IP etc.).
For example “Express shipping via DHL” is fastest option with shipping preferred via DHL but could be dispatched with different courier to be delivered to you as fast as possible. 

We also offer Free E xpress Shipping into the same countries on orders above $1000 NZD (approx. $630 USD - based on current exchange rates). 

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?


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 and AfterPay. 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. 



Can I exchange an item?

We currently do not offer exchange services for any products. Our products are made to order, so there are no ready-made dresses or merchandise that can be exchanged for returned merchandise. You must return the unwanted item (if you qualify according to your return policy) and have a new order for a replacement item. All new orders are subject to the current production period. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Please refer our policy for full details.

How do I return an item?

To start a return, log in to your account here and request a return. If your return is accepted, you will receive detailed instructions on how to proceed (how and where to send your package) and you have 7 days to do so. You will need to arrange and pay for suitable packaging and shipping when returning an item.

Please refer our policy for full details.

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.

Please refer our policy for full details.


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 process returns within three days after receiving returned item.