FAQ | LUILUI

F.A.Q

ORDER

REGISTER

● Register with us can help you check out easier and faster.
● You can check your order status from your account.

CHECK ORDER STATUS

● Once your package has been despatched from our warehouse, you will receive sms/email notification with tracking number and link to track your package online.

SHIPPING

MALAYSIA

● Within Malaysia, shipping is Free with a minimum order of RM 99.
● Our domestic deliveries are operated by GDex, and Poslaju.
● Estimated delivery time to West Malaysia takes 1-3 working days, and East Malaysia about 3-5 working days.
● Working days are Mondays to Fridays, excluding Saturdays, Sundays and public holidays in Malaysia.
● Please expect delay during sales period and date approaching festive periods.

NOTE : During the period of Malaysia lockdown (Movement Control Order), some order might need longer time to process.
If you need to receive the item/s during lockdown, kindly contact us to check before place order.

INTERNATIONAL

● Singapore : Free for order above RM300.
● Indonesia : Free for order above RM400.
● International – Shipping fee will be quoted at Check Out, in Ringgit Malaysia.

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INTERNATIONAL DUTIES & TAXES

International shipment may be subject to customs inspection, duties and taxes according to the destination country.

You shall be responsible for any such costs as may be imposed by the customs authorities of your country.

In the event that you refuse to accept delivery due to such costs, LUILUI shall not be responsible for payment of the return charges inclusive of any return taxes or duties that may arise.

RETURN & EXCHANGE POLICY

Should you be dissatisfied with the product(s) purchased, you may return them to us provided they meet the following terms and conditions.

We ACCEPT return and exchange for :

● Clean and unworn products in their original packaging.
● Products with manufacturing defects
● Size exchange for which return delivery charge will be borne by you.
● Products with regular price and up to 40% discount.
● Products returned within 21 days from delivered date for Malaysia order and 30 days for international order.

We DO NOT ACCEPT return and exchange for :

● Discounted products from 50% onwards.
● Products that were damaged due to wear and tear.
● Products that were damaged due to misuse other than the intended purpose.
● Products that were altered, modified, soiled or stained.

Receipt or proof of purchase is required.

Products are subject to inspection and discretion of LUILUI.

Please allow up to 7 business days after your return has been received for your exchange to be processed.

Exchange is subject to stock availability and in the event where an exchange is unavailable, you may exchange for a different product.

REFUND

● The return/exchange value will be kept as credit in your LUILUI account’s wallet once it is approved.
● The refund value will be based on the product’s value on the invoice excluding shipping or any other charges incurred for the original order.
● The credit is non-refundable, non-transferable and does not expire or depreciate.
● The credit can be used to offset the value of any new purchases.

ENQUIRY & CUSTOMER SERVICE

Email shop@luilui.my or WhatsApp +60166620199