Shipping, Returns & Refunds

SHIPPING & PROCESSING

Processing your order takes between 1–3 business days. We understand the importance of receiving your order promptly and in perfect condition — that’s why we go the extra mile, carefully double-checking every package to ensure it arrives in top-notch shape.

Because of this extra level of care, shipping may take up to 14 business days.

Once your order ships, you'll receive an email with your tracking number, and you can easily track your package anytime through our website.

Sorry in Advance- but we do not currently ship to customers outside of the US at this time. (WE ARE WORKING ON GETTING LOLU WORLDWIDE!)

SHIPPING INSURANCE AND RESPONSIBILITY

Once your package leaves our warehouse, Lolu Active is not responsible for lost, stolen, missing, delayed, or stuck-in-transit packages if shipping insurance is not purchased at checkout.

We highly recommend purchasing shipping insurance for added protection, especially during peak seasons or when shipping to shared or high-risk addresses.

ORDER FULFILLMENT & CANCELLATIONS

Once your order has been placed, it is sent to our fulfillment team for processing. If you change your mind, we offer a two-hour grace period to cancel your order.

If your order has already been sent to fulfillment after the two-hour window, any cancellation request will be subject to a 50% restocking fee.

Ex: A $50 order. Once past the grace period- your refund would be $25, if a cancellation is requested.

RETURN POLICY

Returns are accepted within 30 days of delivery.

• Refunds: Items returned within 15 days of delivery are eligible for a refund to the original form of payment.

• Store Credit: Items returned between 15–30 days after delivery are eligible for store credit only.

To receive a full refund on eligible returns, all items must be returned to us unworn, unused, unwashed and in the same condition you received them- with the tags still attached. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund. All items are inspected on return. 

RETURN SHIPPING

Customers are responsible for the cost of return shipping. You may use your own label, or request a prepaid shipping label from Team Lolu. If you choose our label, the cost will be deducted from your refund or store credit.

REFUND PROCESSING TIME

Please allow up to 15 business days for your return to be processed and your refund or store credit to be issued.  You'll receive a confirmation email once your return has been completed.

Note: Processing times may vary during high-volume periods, but we're working to get your return handled as quickly as possible.