Customer service
CAN I PLACE AN ORDER WITHOUT CREATING AN ACCOUNT?
Absolutely. You can complete your purchase as a guest — no account needed. That said, creating an account gives you a few perks: your shipping and billing info will be saved for future orders, and you’ll be able to view your order history and track your packages easily.
THE ITEM IN MY CART DISAPPEARED. WHAT HAPPENED?
We work with limited stock and small collections, so items can sell out quickly. If something in your cart is no longer available, it likely means someone else completed their purchase before you. We recommend signing up for back-in-stock notifications — we’ll email you right away if the item becomes available again.
CAN I CHANGE OR CANCEL MY ORDER AFTER IT’S CONFIRMED?
If your order hasn’t been shipped yet, we’ll do our best to make changes or cancel it. Just reach out to us at loveyou@lublue.shop or drop us a message on WhatsApp — we’re here to help.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept payments via major credit and debit cards, Paytabs, Apple Pay, and PayPal.
If you prefer PayPal, just contact us — we’ll send you a custom payment link.
Prices on our website are shown in your local currency for convenience, but please note that the final charge is processed in USD. Because of this, your bank may show a slightly different amount depending on the exchange rate.
You’ll receive a confirmation email within 24 hours after your payment goes through.
WHAT ARE MY DELIVERY OPTIONS?
Delivery options may vary depending on your location.
The most accurate and up-to-date choices will be shown at checkout.
IF I ORDER AFTER 12 PM (USA TIME), WILL MY ORDER SHIP THE SAME DAY?
Orders placed after 12 PM USA time will be shipped the next business day.
Please note: we ship every day except Sunday.
WHEN WILL I GET MY TRACKING NUMBER?
As soon as your order leaves our warehouse, you’ll receive a shipping confirmation email with a tracking link. That link becomes active once the courier scans your package — so if it doesn't work right away, give it a little time.
DO I HAVE TO PAY EXTRA TAXES OR DUTIES?
You won’t usually have to pay any additional duties or taxes — in most cases, the price you see at checkout is final. However, some countries may charge import duties or fees, which are the customer’s responsibility.
MY ORDER SEEMS STUCK IN CUSTOMS. WHAT SHOULD I DO?
Customs procedures are out of our hands and may cause delays in rare cases.
For updates, we recommend contacting your local customs office with the tracking number from your shipping confirmation.
Still need help?
Just reach out — we’ll support you however we can.
CAN I EXCHANGE AN ITEM?
At the moment, we don’t offer direct exchanges.
If you need a different size or color, simply return the original item and place a new order for the one you want.
WHICH ITEMS CAN’T BE RETURNED?
Some items are non-returnable due to hygiene or personalization — this includes:
- Custom-made or personalized pieces
- Underwear and swimwear
- Beauty or personal care products
If you’re unsure whether an item is eligible, feel free to contact us before placing your order.
WHAT IF I RECEIVED A FAULTY OR DAMAGED ITEM?
We aim for top quality in everything we send, but if something arrives damaged or faulty, please contact us right away at loveyou@lublue.shop — we’ll sort it out as quickly as possible.
HOW DO I RETURN AN ITEM?
We get it — sometimes it’s just not quite right.
You can return your item within 14 days of receiving it, as long as it meets our return conditions.
Full instructions are available on our Return page.
CAN I RETURN ONLINE PURCHASES IN YOUR STORES?
No, all online purchases must be returned via courier to our warehouse.
CAN I RETURN IN-STORE PURCHASES VIA COURIER?
Unfortunately, no.
HOW DO I KNOW IF YOU RECEIVED MY RETURN?
Once your return reaches our warehouse and is checked in, you’ll receive a confirmation email.
If it’s been more than 10 days since you shipped it and you haven’t heard from us, please get in touch — we’ll follow up for you.
WHEN WILL I GET MY REFUND?
Once we receive and inspect your return, we’ll process your refund within a few days.
It may take up to 10 business days for the refund to appear in your account, depending on your payment provider.
Refunds are issued to the original payment method unless you ask us to do otherwise.
REFUNDS FOR CASH ON DELIVERY (COD) ORDERS
For COD purchases, refunds can only be issued as store credit or points to your customer account.
HOW CAN I GET IN TOUCH?
We’d love to hear from you!
Email us anytime at loveyou@lublue.shop or message us on WhatsApp, Telegram, Instagram, or Facebook Messenger.
Prefer us to reach out to you? Use the contact form on our website — we’ll get back to you as soon as possible.
NOT SURE ABOUT SIZING?
No problem — we’re here to help.
Send us a message on WhatsApp or drop us an email, and we’ll help you choose the right size based on your measurements and preferences.
THE ITEM I WANTED IS SOLD OUT. WILL IT BE RESTOCKED?
Our collections are produced in limited quantities once in quarter.
If you are interested in a specific item, you can contact us and we will put you on the waiting list and notify you immediately when the item is produced.
Also! If someone returns it, it may pop back in stock. Subscribe to our email notifications, and we’ll notify you if it becomes available again.
HOW OFTEN DO YOU RELEASE NEW STYLES?
We don’t follow the fashion rush. Instead, we drop thoughtfully curated collections throughout the year — each one designed to blend seamlessly with the last.
Keep an eye on our Coming Soon section to preview what’s next.
CAN I CHECK WHAT’S IN STOCK IN YOUR STORES?
Yes! On each product page, you’ll find a Store Availability button.
We do recommend calling ahead to confirm in-store stock, just in case it hasn’t updated yet.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept payments by credit and debit cards, Stripe, and PayPal.
If you’d like to pay via PayPal, just drop us a message — we’ll create a payment link for you and send it by email.
Prices on the site are shown in your local currency, but the final charge is made in USD.
Because of currency conversion, the amount on your bank statement might differ slightly.
Once your payment is confirmed, you’ll receive an email from us within 24 hours.
HOW DOES CASH ON DELIVERY (COD) WORK?
Paying in cash:
You can pay for your order in cash directly to the courier when it arrives.
Note: there's a limit of 800 USD per order. Please prepare the exact amount — change may not be available. We do not accept cheques.
WHAT ABOUT REFUNDS FOR COD ORDERS?
If you paid with cash on delivery and return your order, your refund will be issued as store credit points to your Lublue account. These points:
- Are valid for 1 year
- Can be used on future purchases
- Must be applied in whole amounts
You can view your points anytime in your profile.
If your next order costs less than your points — great! You keep the balance.
If it costs more — just pay the difference with your card or in cash.
CAN I PAY USING POINTS?
Yes, if you have store credit from a previous return (COD orders), you can use it at checkout.
You can even split payment between your points and a card or COD if needed.
If you return a purchase paid with points, they’ll be added back to your balance.
DO YOU OFFER SPLIT PAYMENTS?
Yes — we’ve partnered with Affirm so you can spread your payment across interest-free installments.
Just choose Affirm at checkout and pick a plan that works for you.
You’ll be redirected to Affirm's website or app to confirm and manage your payments.
DO YOU HAVE DISCOUNTS OR SEASONAL SALES?
We run sales several times a year. Please follow updates on our website or on Instagram
@lublue.shop.
Be the first to know our news by subscribing to our e-mail newsletter.
WHAT’S “PRE-ORDER ONLY”?
Some pieces are too special to keep in regular stock — that’s where Pre-Order Only comes in. It’s a limited drop of exclusive LuBLue styles made just for you and available only through pre-order. These items ship from a separate warehouse, so they’ll take a bit longer to reach you. You’ll see the estimated shipping date at checkout.
WHAT’S “EARLY ACCESS”?
Early Access is your backstage pass to upcoming LuBLue releases — think of it as a preview shop before the official drop.
It’s updated weekly, and you get first dibs on our newest pieces before they hit the main site.
Heads up: Early Access orders ship after the official launch.
Check the estimated dispatch date when ordering.
SO WHAT’S THE DIFFERENCE?
- Early Access = a head start on regular stock.
- Pre-Order Only = exclusive styles that never hit our main collection.
- Pre-Order Only pieces take the longest to arrive, as they’re shipped separately and made in small batches.
- Early Access styles are part of the core line and will later appear alongside everything else.
HOW LONG DO I HAVE TO WAIT?
Each product card shows a dispatch estimate. As soon as your pieces arrive at the warehouse, we’ll send you an email. Shipping times vary by location.
CAN I MIX ITEMS FROM ALL CATEGORIES IN ONE ORDER?
You can — just know that everything will ship together once the last piece is ready. If you’re in a rush to get in-stock items sooner, place two separate orders.
Redeeming Your E-Gift Card
LuBlue E-Gift Cards are redeemable exclusively for merchandise available at www.lublue.shop. To apply your gift card:
- Enter your E-Gift Card number during checkout in the “Discount Code or Gift Card” field.
- E-Gift Cards cannot be redeemed in-person or at any physical retail locations.
For more details on website transactions, refer to our Terms of Service.
Partial Use & Multiple Orders
You may use your E-Gift Card balance across multiple transactions until the full balance is depleted. Remaining balances will automatically be applied to your next eligible purchase.
Sending an E-Gift Card as a Gift
After purchase, the buyer will receive a confirmation email with a unique link. This link can be forwarded or shared as a gift with the recipient.
Returns & Refunds for Purchases Made with E-Gift Cards
If you return an item originally purchased using an E-Gift Card, the refunded amount will be credited back to the same E-Gift Card. No cash or alternative refund methods will be issued, except as required by law.
Combining Gift Cards
At this time, only one (1) E-Gift Card may be applied per transaction. Combining multiple gift cards at checkout is not supported.
Checking Your Gift Card Balance
To check your current balance, please contact our Customer Support at:
📧 hello@lublue.shop
Please include your full name and gift card number for verification.
Expiration & Validity
LuBlue E-Gift Cards are valid for a period of twelve (12) months from the date of purchase. Any unused balance after the expiration date will be forfeited, unless otherwise required by applicable state or federal law.
Legal Notice
LuBlue E-Gift Cards are not reloadable, refundable, or redeemable for cash except where required by law (including where balances are below legal thresholds in certain U.S. states). Lost or stolen cards will not be replaced. Treat E-Gift Cards like cash.
Questions?
If you have any questions or need assistance, contact us at:
LuBlue Customer Support
📧 hello@lublue.shop