FAQs

If you have any queries we are here to help – both before and after you buy. Simply email sales@lulusleepwear.com

We pride ourselves on supplying the best quality silk in the Philippines, with a service to match, so do feel free to get in touch anytime. 

Shipping & Delivery

YES!, we are now open to ship on selected countries(Singapore, Taiwan, Thailand, South Korea, Japan, US, UK, Canada and Indonesia). We use DHL express for international shipment, for convenience and fast delivery. We also continue to serve locally in Philippines. We will open to other countries soon.

1. A confirmation email will be sent to you once the order is authorized and verified. We begin preparing your order immediately after it is verified. Usually 12 hours - 1 day
2. A tracking number will be sent to you by e-mail once items shipped out.
3. You can track your package by your tracking number.

Average Delivery Time:  
Metro Manila :- 
5-7 Business Days
Luzon :- 9-11 Business Days
Visayas/Mindanao :- 10-12 Business Days

Note: Due to the ongoing health situation, our delivery service is affected. Normal delivery time is now temporary longer than usual.

Yes! We offer free shipping for orders 2,500 pesos and above.

Yes we can ship your order using grab/lalamove within metro manila but you need to book and pay for it. If you're going to choose this option, please contact us from our Instagram profile or send email to lulusleepwear@gmail.com

a) When you receive the parcel, please check if the package is damaged, whether the products are correct. If there are any problems mentioned above, please refuse to sign for the parcel and contact us in time.

b) If you encounter the condition that the parcel must be signed before it can be checked. Please sign for and open the parcel in front of the courier. After checking, if there is no problem then you can give the receipt to the courier. If there is any problem, please give feedback to the courier and contact us immediately. (It is suggested you take pictures of the package box, product boxes, products, waybill, etc. And pictures should be clear and easy to identify. )

Lulusleepwear uses Courier Express for our shipping services.

Tracking numbers will be provided via email once the products are paid (confirmation email will be sent) together with the tracking number.

To track your order, simply navigate our "track your order" page and provide the tracking number.

You don't have to receive it by yourself. You can assign someone on your behalf but the courier will ask for the name who will receive it. 

Order

Yes! you can still change it within 24hrs after you order. Please contact us at lulusleepwear@gmail.com

Contact us immediately by sending us email or thru contact us page. We will cancel your order if the parcel is not yet shipped.

However we cannot cancel orders which have been shipped out. In other words, once you receive our shipment notice, the order cannot be canceled.

Unfortunately we do not offer customization or embroidery as of the moment.

Yes we do! but there will be MOQ (Minimum Order Quantity) before you can avail our reseller price. 

Please contact us for more information.

Our confirmation email is sent out automatically upon placing an order. Contact us immediately if you have not received a confirmation email within 12 hours of placing your order. We will confirm your order on our site and send you another confirmation email with your order number and order details.

There are a few possible reasons that could cause this to happen:

You have entered an incorrect or not frequently used email address when registering on our website. Since our confirmation emails are sent to the email address you registered with us, the email will be lost.

You used the express checkout feature which uses the email address associated with your Paypal account. This email address may not be the one you currently use and it is recommended that you check both for our confirmation email.

Some email systems have filters that classify our email as spam mail so they cannot get to your inbox. It is recommended that you look into your spam mail folder before contacting us, as there is a big chance it was simply blocked by your email system.

Return

Yes you can return it within 7 days upon arrival of your order.

Kindly contact us immediately by sending email to lulusleepwear@gmail.com

Please make sure not to return anything before contacting us so we can process the return for you and provide you with the necessary information for the return.

When sending the message, please provide the order number, description of the issue, and a few clear photos to show us about the exact problem.

Yes you can if it qualifies for an exchange. You can learn more on what qualifies from our return policy.

If it's cheaper, please be reminded that we do not do refunds.

If it's more expensive, then the customer will need to transfer funds for payment.

Return and Refund Policy

We guarantee that all products that you have purchased on our online shop are top quality and we are committed to provide you the best shopping experience.

In case there's a damage or you did not receive your order, we are glad to offer you a refund. Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Refund will not be accepted if the product is broken or if the product is used

To complete your return, we require an online receipt/ email confirmation or proof of purchase.

There are certain situations where only partial refunds are granted

Any item not in its original condition, is damaged or missing parts for reasons not due to our error ( Before the item is delivered the customer)Any item that is returned more than 15 days after delivery


Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at refund@lulusleepwear.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if you did not receive the product. If you need to exchange it for the same item, send us an email at refund@lulusleepwear.com and we will verify if your item is applicable for exchange. If applicable, you need to send back to us the item and shoulder the shipping fees.

Shipping
To return your product, you should mail your product to us. Send us an email and we will provide the address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance (e.g Fasrack, J&T Express, Lalamove or Grab Express). We don’t guarantee that we will receive your returned item.

Special Note
Since the products are displayed online on different screen resolutions, there may be possibilities that colors or design of the product delivered may vary in actual color. We're using studio lights during photo shoots which impacts the color of the items making it slightly lighter. Customers are requested to read all the details on product page before placing the order.

Upon receiving the return item, we will process the exchange immediately and will follow our normal delivery time.

We gladly accept returns within 15 days of receipt for most items in good condition. For the ones that couldn't be returned, please check below.

 Items on sale

● Washed or Used Items

 Items over our 15-days return time

Payments

We accept major credit and debit cards, paypal and Gcash.

Unfortunately we don't accept Cash On Delivery as of the moment.

Yes, we use the latest secure technology and advanced encryption to make sure your order is completely safe.

We only use https which is the secure version of http that is the primary protocol used to send data between a web browser and a website. https is encrypted in order to increase security of data transfer.

You can verify this from our website by clicking lock icon to the left of our web address.

You can buy from Lulusleepwear with complete confidence. We also protect your personal details and never pass on your email address or postal address to anyone else.

Lulusleepwear accepts Visa and MasterCard for credit and debit card payment.

If you have trouble paying via credit card: Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. 

Please also ensure that you have not reached the card limit or your card is not suspended by the bank for a review. In the case that your payment is still refused, we suggest you try a different card or pay us via Gcash or PayPal.