Refund policy

 

Lulu Ave
Online & In-Store Policies

We want every client to have a great experience with Lulu Ave online and in-store. Because we sell body jewelry and provide piercing services, certain policies are necessary to maintain hygiene standards and fairness for all clients.

Please review the policies below for both Online and In-store orders before making a purchase.

Online Orders

Returns, Exchanges, & Refunds

 If something isn't right with your oder, our team is happy to help within the guidelines below. Please email us at Support@luluave.com with your full name, email, phone number, and order number associated with your online order and your request/issue and a team member will get back to you as soon as possible.

Request Window:

• Clients must contact our team within 7 days of receiving their order to request a return or exchange
• Approved returns must be received by Lulu Ave within 30 days of the delivery date
• Requests outside these timeframes may not be eligible

Condition Requirements:

To qualify for a return or exchange, items must be:

• Unworn and unused
• Returned in original packaging
• In the same condition they were received

All returned items are inspected upon arrival. Lulu Ave reserves the right to deny any return that does not meet these requirements.

Exchanges:

If you ordered the wrong size or style, we are happy to offer an exchange provided that:

• We are notified within 7 days of delivery
• The item, once approved, is returned to Lulu Ave within 30 days of delivery.
• The item is unworn and unused

Replacement items will be shipped after the original item has been received and approved upon inspection.

Defective or Damaged Items:

If your item arrives damaged or defective, please contact us within 7 days of delivery.

The full item must be returned, including any broken components. Once inspected, we will offer one of the following depending on the situation:

• Replacement item
• Store Credit
• Refund

Shipping Fees:

Shipping fees are non-refundable.

If a return or exchange is approved:

• Original shipping charges will not be refunded
• Return shipping costs may be deducted from the refund or handled via a prepaid return label depending on the situation

Final Sale Items:

The following items are final sale and not eligible for return or exchange:

• Custom or special order items
• Gift Cards
• Saline Solution
• Piercing Tools
• Any items marked Final Sale

Additional Information:

• Lulu Ave is not responsible for any missing or lost jewelry and therefore we cannot refund, replace, or exchange these items. If items are purchased online, we strongly advise purchasing Route Protection while checking out.
• Please double-check your personal information entered before completing checkout, as we cannot be held responsible for any inaccuracies. Any additional cost, such as shipping, restocking fees, custom fees and taxes, will be the responsibility of the customer in the event of incorrect information provided during checkout. 

In-Store Purchases

Jewelry Sales

Due to the hygienic nature of body jewelry, all jewelry purchased in-store is final sale. This policy protects the health and safety of all our clients.

Defective Jewelry:

If a piece is believed to be defective, please notify our team within 7 days of purchase. The item must be returned to the store so our team can inspect it.
If the item is confirmed to be defective, we will offer one of the following:

• Replacement item (If available).
• Store credit if the item is no longer in-stock.
• Refunds may be issued depending on the situation.

Early Exchanges:

If a client realizes they selected the wrong size or style shortly after purchase:

• The item must be unworn and unused.
• We must be notified within 7 days of purchase.
• All items must be returned and inspected before any exchange is approved.
  

 

Piercing Services Policy

All Piercing Services

Our goal is to provide safe, high quality piercings and a positive experience for every client. The policies below help ensure clear expectation and fairness.

Service Fees:

Piercing service fees are non-refundable. include

Placement Concerns:

If you believe your piercing placement may be incorrect, you must contact Lulu Ave within 2 weeks of your initial piercing date.

Our team will review the placement to determine whether a studio error occurred. If placement is confirmed to be incorrect, clients may choose one of the following:

• Free re-piercing by a different piercer.
• Refund of the piercing service fee.

All jewelry purchases during initial piercings are non-refundable.

Healing Disclaimer:

Every body heals differently. Healing outcomes depend on many factors including:

• Anatomy
• Lifestyle
• Client Aftercare
• Irritation or Trauma

Because of these variables, healing outcomes cannot be guaranteed, and irritation or healing complications do not qualify for refunds as this is the clients aftercare responsibility.

Jewelry Downsizing/Upsizing:

Downsizing or Upsizing jewelry is included in your original piercing service fee when using Lulu Ave jewelry purchased in-studio at the time of your piercing.

Clients may return during the healing process for any piercings that require/need downsizing/upsizing at no additional service cost.

Jewelry Falling Out:

If jewelry accidentally falls out within 2 weeks of receiving your initial piercing, please contact us within that time period and we will re-pierce the area if necessary or re-insert the jewelry free of charge. You must still have the original full jewelry piece.

If jewelry is intentionally removed without contacting us first for any reason, a new piercing service fee will apply for any re-piercing needs.

Outside Jewelry:

For sanitary and safety purposes, we only perform initial piercings with pre-sterilized Lulu Ave jewelry in-store. No outside jewelry may be used for new piercings. Lulu Ave online jewelry purchases also cannot be used for initial piercings as sizing differs and it is not properly sanitized for initial piercings.

If a client brings in outside jewelry for a simple Jewelry Change or Downsize the following will apply:

• $15 Jewelry Change service fee
• $15 backing/post fee, if compatible

If the outside jewelry is incompatible with our backings, we may decline the service or suggest one of our jewelry pieces.

Outside Piercings:

If a piercing was performed at another studio, Lulu Ave cannot assume responsibility for the placement or healing. However, our team is happy to offer any guidance and solutions whenever possible.

Placement Approval Policy:

Before performing any piercing, the piercer will mark the placement and show it to the client in the mirror.

Clients must confirm they approve the placement before the piercing is performed.

By approving placement, the client acknowledges they are satisfied with the position and understand that overall anatomy, healing, and correct/incorrect usage of aftercare instructions may affect final appearance.

Jewelry Fit Disclaimer:

Jewelry sizes such as hoops, posts, and barbells are selected based on professional recommendations and standard sizing.

Because anatomy varies from person to person, the way jewelry fits may differ.

Clients must approve their jewelry selection before piercing or purchase.

If sizing adjustments are needed, our team is happy to assist within the appropriate policy guidelines.

Client Conduct Policy

Lulu Ave reserves the right to refuse service or decline refund requests in cases involving:

• Harassment towards any team member or staff
• Abusive behavior
• Attempts to misuse or bypass listed store policies

We are committed to maintaining a respectful environment for both clients and staff.