Lulus used to be great and easy to buy from. I've literally been buying from them for 7 years now... however, my most recent experiences have been enough to make me never want to buy from there again.

First of all, 90% of their items are CHEAP quality and are priced highly expensive. And it's only gotten worse over the years. Most of their casual clothing alone is priced between $50 - $90. Casual clothing! I'm talking about literally a tee shirt you can find at Target for $15. Two expensive dresses I bought from them, one was casual and one was formal; both of them ripped and fell apart on the first wear. You think you're getting good quality items based on the price, but you're not. I've seriously bought better quality clothing off of Amazon before.

But, the thing that has recently turned me against them is their ridiculous return policy. First of all. Lulus sizing is constantly off. It's never been consistent for as long as I've been ordering from them. But, I am also someone who is in-between sizes. So I usually have to purchase an item in different sizes to see which one fits better. Which means that I end up returning the sizes that don't fit. However, Lulus now has a policy where if you return over a certain amount of money/certain amount of your orders within 6 months to a year, they will put your account on a "modified return policy". They are also supposed to warn you and inform you if they're going to do this to your account. They did NOT warn me, nor did they inform me that they did this to my account. I only found out that my account was placed on this policy because when I tried to return an item, it told me I could only receive store credit for it and that my account is also subject to being blocked from ordering from them anymore. When I complained about this, they told me that it should've been clear upon checkout, and that I should have seen it there. But nope! I checked out like I always have and everything was exactly as it always is.

So let me see if I understand this correctly... they price all their items at unreasonably high amounts, their sizing inconsistently varies, and yet they expect you to get your size correct and expect you to like everything you order or else your account gets penalized for returning items back too much. How is this fair to people who fluctuate in sizing and are not always consistent in clothing? Do they expect all of their customers to look like the models on their website? Do they expect people to like how every single thing looks on them? Maybe if the items were actually worth their prices, people wouldn't have to return so much. I mean really... who wants to pay hundreds of dollars for clothing that's not even gonna last long?

It's just very unfair. This is an ONLINE clothing store. It's not like customers can just come in and try on clothes to see if they fit. I have never experienced a store (online or an in-person) that has a policy like that. People should be able to purchase and return as much as they want without getting penalized. They clearly implemented this policy because they just care about how much money they're losing from returns.

Oh and one more thing. They recently started charging restocking fees on every return. Most retail stores only charge restocking fees if you return an item that's damaged or has visibly been worn. Well now at Lulus, even if the tags are intact and it hasn't been worn or even opened, they will still charge you a restocking fee. And yes, I confirmed that with a customer service rep. She said it's a new fee that they are charging on any returns. Like really... Anything else y'all want to do to prevent customers from getting their money back?

I will no longer be purchasing from here. I can't continue to buy from a place that doesn't value their customers. No customer should ever be penalized for needing to return items that don't fit them or that they don't like.

I have loved Lulus for a very long time but, they have completely lost my loyalty. Time for me to find a new and better place to shop. I hope this helps to warn other customers.

CREDIT CARD FRAUD VISA... -------- They take small money many time from my banking account.

So I had been really in-love with one of Lulu's dresses and had to wait for it to come back in stock. Even with the dress being 80 USD (around 108 CAD) I still wanted to buy them. I had read plenty of reviews on the dress but was unsure of what size to get. So I decided to go with buying both a small and medium. I didn't even think twice about looking at the return policy, as I remember seeing a 10 day free-return policy.! I found out after both dresses arrived however, that the 10 day free-shipping was for United States residence only. I also discovered that if you're a Canadian buyer, you'll have to pay the return postage (20-30$ CAD) and then also pay the return duties and taxes (about 60 CAD) so, for me to return the dress I would almost be paying for a brand new dress! Ridiculous! It's not worth it to return! So it'll remain in the plastic sleeve that they sent to me in my closetsuch a waste.

I was also deeply disappointed with the quality of the dress; for 108CAD I was expecting a material that doesn't wrinkle whenever you sit on it. After ironing it for 10 minutes, I noticed that there were even loose strings! I know it's not that big of a deal, and I can cut the strings off, however for paying 108 CAD, I would expect a more expensive material to be chosen so the dress would not wrinkle, and not have any loose strings! Now I'm worried that the loose strings may unthread. Really disappointed.

I was shocked to discover when the package arrived the tax and duties were almost 60 CAD! While I know this is the Canadian Government that implements these tax and duties, I am still so shocked. I have bought tonnes of stuff from Japan, Korea and even China and have never been once dinged for duties! Some brands already cover tax and duties for Canadian customers (Aerie, Urban Outfitters). I would strongly suggest international customers that if you want to buy items from Lulu's to read the fine print.

I guess the most upsetting thing is the lack of support for international buyers. To fellow Canadians: it is not worth buying from this brand; the quality does not match the price and you will just be disappointed. If you want to return an item you'll be expected to pay both the return postage and the return tax and duties. I will not be buying from Lulu's again. Severely disappointed with the quality of the dress, the lack of support and services available for Canadian customers.

I was lucky to find 3 dresses from Lulus on Facebook Marketplace for low prices. The dresses are so nice and fit perfectly. I can not deny that their products have a good quality. They have a loooot of choice on their website and totally my style! I was so excited to buy more clothes from Lulus.

Unfortunately, this site is NOT AT ALL accommodating for Canadian customers. I should have read the reviews before. It cost me 280$ CAD for my order but I had to pay 100$ CAD for duties. It's waaaay too much! I'm use to buy online and pay duties, but it was never that much!

It's a shame because I love their products (it's true, it's good quality) and I was ready to recommend it to my friends (especially my bridesmaids) but at the end, it's too expensive. It is not at all suitable for Canadians customers.

I bought a dress (Melena Lavender Lace) that does not fit well - the sizing is a lot bigger than it says - and I'm not even sure I'll proceed to return it, after reading all the reviews from Canadians... saying that you wont receive the total refund.

So, think twice before you buy on this website! It's really nice clothes, but for the same price, you could find some nice ones as Lulus' around you and at least be sure of the fitting, of the final price and to be refund!_______________ EDIT____________________________________

I'm very satisfied with the customer service, sweet Kestrel reached me and made sure I had a good experience overall.

It's still not accomodating for canadian customers though and it makes me sad cause i loooove their products.

Upon leaving my original review, I was very quickly reached out by Lulus' customer service supervisor. He not only heard my story and understood the situation, but offered the help I never got from the first customer service officer I spoke to over Lulus Live Chat. I am very satisfied with how quickly and professionally he tried to resolve the situation, and my faith in the brand has been restored because of him. Hopefully the customer service team can grow to be better under his leadership.

Original review:
This review is specifically for Lulu's customer service.

I have been a loyal support of Lulu's clothing for a long time now. I love most their clothes, and have always been impressed with their customer service (up until now).

I made an order during the Black Friday period in 2018. I received the items a week later. I tried them on and set the ones I wanted to return aside. Unfortunately, I had to leave the country for an internship abroad shortly after that and had placed it in a friend's care to return them for me. Fast forward to Jan, I found out that my friend did not return them for me because he had to go out of state for an internship too. I immediately reached out to Lulu's customer service via the Live Chat function for help. I notified them that I'd only be back in the country on the 16th of Feb and will only be able to return the items, in it's original condition--bags and tags and all, then. I understand that is it past the 30 day return window, but was still hoping that could make an exception just this once seeing that I, their long time customer, was out of the country and did not intentionally NOT want to return my items on time. However, I was just continuously slapped with the "sorry but we can't accept returns past the 30 day window" rhetoric. The lady tried to help by giving me a 20% off coupon code but that was not the point of me reaching out to their customer service in the first place. Eventually, she just kept saying how she could not help any further, and told me to call their toll free hotline for anything else. Now, I am left helpless, frustrated, and stuck with pieces of clothing that don't fit me (One of which is the EVE DARK GREEN LACE SHEATH MIDI DRESS BARDOT--expensive [$159] and horribly made), and a very disappointing experience with an otherwise fantastic company. It's been real, Lulus. Thanks for showing me how you truly handle your "VIP" program customers. I'll take my business somewhere else now.

Hello from Canada,

Going on vacation is a wonderful time to look for new outfits, and I was pointed towards Lulus by a number of friends for their affordable, stylish, and good quality clothing. Oddly enough, finding these three qualities in clothing can be challenging, but I was overly impressed with Lulu's site. Not to mention, they have a HUGE selection of clothing. It really took some time to narrow my order down! My order arrived quicker than I expected; the clothing is good quality, most of it fits great, and is very stylish. One of the skirts I did purchase was a bit too small, which was frustrating because according to the size chart, I would fit a medium. However, after reading the reviews, a lot of the customers said that it ran small. It was cheaper for me to get altered than return, so it is currently with a seamstress.

Living in Canada, I was faced with a second bill that I was not expecting: while I was prepared to pay duties on my order, I was nowhere near prepared for the amount I was going to be charged. I was left at the post office facing an $85 duty bill on a $250 order. My jaw dropped. Last year I bought an $800 wedding dress from BHLDN in the States, and my duties were only $60. So, I began to look into why an order from Lulus cost Canadian customers so much money in duty fees.

Lulus advertises, made in America, but they do not make it openly obvious that only a small portion of their clothing is actually made in America. Most of it is imported from China, and that is not mentioned anywhere on the site. In the product description of clothing items, it just says, Imported. If I had any idea it was imported from China, I would not have ordered. China is not apart of NAFTA, and therefore the reason why Canadian customers will be charged MORE THAN DOUBLE for their duties. I feel Lulus needs to be more open with their Canadian customers about how expensive duties will be if they order from their site.

If youre a Canadian customer, I highly advise you to:
A) Check the Canada Boarder Services Agencys Duty and Taxes Estimator before you purchase. It is pretty accurate. I did not do this.
B) If you want to keep duty costs lower, ensure you are only purchasing from the made in America section on the site.
C) Ensure you read reviews of items so you order the correct size. After getting the skirt and it not fitting, I read a lot of reviews on different clothing that say the items run smaller/larger than indicated on the sizing chart. It is really not worth paying to return the item, reorder it in the correct size, and then again be slapped with more duty fees.
D) Check out some Canadian sites to see if they have anything you like. While the items might be a bit more expensive upfront, keep in mind you wont be slapped with that duty charge, and the sites rarely charged for shipping! In the end, costs level out. Returns are much easier and nicer on the wallet. One of my favourites is Boutique 1861. While they have a little less selection, the quality and service is amazing.

All said and done, I am happy with my purchase, but after the $85 duty charge, I could have easily bought similar items from a Canadian store for the same total. Part of the reason why Canadians shop on sites like Lulu is for their prices, but that duty charge really negates that. Lulus was supposed to be an inexpensive option to add to my suitcase for holiday, but that duty charge really made it much less affordable that I was hoping. However, if you are willing to pay that extreme duty charge, Lulus is a great place to get good quality and stylish clothing. I, however, don't think it is worth it for me.

**********************************************************************************************
EDIT - a Lulu's customer service agent reached out to me and was happy to help me with my concerns. While I still think Canadian customer should definitely double check their duty fees with the boarder calculator before purchasing, it is nice to know that Lulu's cares about their customer's needs and concerns. Great customer service goes along way, and I appreciate they put effort into make us happy.

Edited: Lulu's customer service immediately reached out and refunded the full price of the dress I returned. I am re-reviewing in order to reflect the immediate customer service recovery, which I really appreciate. I am thankful for their refund of the full sale price of the dress, but would still like to see more transparent policies on the website under the returns section, or at the very minimum, an email address in the refund automated message to which I could have addressed my concerns with the refund process. I would order again if the price is right, knowing that quality is not commensurate with a high-end department store. The dresses I kept are cute and I wish that the one I returned had worked out better for me._____________________________________
Original review:

I ordered four dresses from Lulu's at a total of $266 - of the 4, one was what I would call good quality for the price. The worst of the bunch came nowhere close to appropriate sizing (ordered based on their site's size chart) and was worse quality than I would expect from Target. When I returned the dress, they subtracted the entire value of my promo code from my return price, in addition to subtracting the return shipping cost ($7). I got a $32.00 refund for a $69.00 dress. I can't find anything about coupons being reversed when orders are returned, so the super low refund came as a bit of a shock. Basically I paid $234 for two sundresses and one low quality formal dress. Yikes.

I would expect them not to refund the full purchase price but at least equitably apply the promo code to all items from the order. I'm keeping the other three dresses since I'm in a pinch but certainly would not recommend this site to others.

UPDATES BELOW (Increased rating from 1star to 2star to 3star). Running into a return issue tonight 11/3, so started looking up Lulus.com reviews & found Nicole Ks review on 11/2 on sitejabber.com - Same Exact Thing = TOTAL SCAM! We ordered 4 dresses to choose 1 for Homecoming, promptly returned 3, got an email acknowledging credit for 1 & stating separate emails would be coming as the others were processed. Weve been emailing to follow up with them & theyve just sent this: Unfortunately, we can not refund you to your original form of payment for these item since you did not include them in the return package along with your other returns nor is there proof of weight on the drop off receipt you have provided. We can not refund you for something that has not been delivered back to our warehouse. We truly deeply apologize, we have a strict return policy we have to abide by that states," "We recommend shipping with insurance and keeping your shipping receipts until your return is processed. Lulus.com is not responsible for missing, damaged, or lost packages in transit." Please accept this online credit refund for these returns and we would advise that in the future you make sure the weight of your return package is provided on the drop off receipt. Not that these skimpy dresses weigh much, never has this requirement EVER come up before with any other seller! Setting buyers up & reiterating the offer of an online credit refund is obviously an M. O. of this business & will be of interest to the BBB or AG!
UPDATE 11/4: In last 12 hours, we have gone to the drop off location to secure documentation of the weight of package, emailed a photo of that to "Support," and followed up with a phone call to Lulus. Kathryn, in Returns, reviewed and is processing a credit to our original payment method AND issued a 20% discount for use through June (prom season :). She did not think returning in separate packages would solve the issue (Amazon used to have this issue w/ return of rental textbooks-if returned them together, they wouldn't get them all credited!), but did say using a box, instead of the bag the items are shipped in, for returns may reduce potential tampering of the packages arriving back to them. Will update further when transaction is complete...
FINALE 11/7: full credit is posted on original payment method. Rating increased another star. Bottom line=This business needs a procedural overhaul, but we will try them again (product & selection is worth another try :).

I've ordered from LuLu's in the past without issue, but it seems that maybe they're growing too quickly for their own good. I ordered about $400 worth of clothing for an upcoming trip and placed the order online 2 weeks in advance. I live in California (same state as their headquarters), so purchases typically delivery quickly. My order confirmation stated delivery between 2/24-2/28, which was great.

The funds were removed from my account almost immediately, which doesn't normally bother me. However, about 2 days after processing my order, I received an email that two of the items were on backorder and would ship "as soon as possible". I got on the live chat with them and asked about the estimated ship date, was told it would be anywhere from 1 day to 3 weeks. THREE WEEKS?! A) The item was very easily available on your website, with no note of it being low in stock or on back order 2) I've PAID for these items in full already and 3) You can't do any better than providing me with a three week window of time?

Long story short, the reprentative told me that they have multiple inventory locations, she didn't know where my items were, but she'd check with a different department and ask them to reach out via email to give me a status update. Still haven't received a reply. Got back on live chat today, spoke with a different rep who told me the same thing. I find it unacceptable to not make your customers aware that an item cannot be shipped right away and not only that, but also CHARGE the customer for these items without evening being able to tell them where the items are or when they will ship.

I would be very weary of reordering from them, unless I was in no rush to receive the products I paid for. I really don't leave negative reviews unless I feel very strongly about the situation. Pretty bummed out that no one was willing to help me resolve this in a timely manner, resulting in me trying to warn others about this.

******** UPDATE: LuLu's responded to my complaint in a very timely manner. Karen offered to see what she could do to expedite the items on back order. She did get one of the items out, but told me that they don't have the other item in stock (and don't know when they'd get it in). She also extended a $25.00 gift card for the website, which was kind of her. I wish it hadn't taken this review to get someone to help me, as I had live chatted with 2 representatives to no avail before posting on this site. Long story short, if you're not a hurry to get your items and you're okay with being charged for merchandise that the company may not even have in stock, I'd recommend them. I'm still not okay with the fact that they have items available to purchase online that aren't even in stock, and they don't even wait to charge you until they come in.

******NEW UPDATE******: It has been nearly ONE MONTH since placing my order (placed on 2/19) and I am STILL waiting on a pair of booties that I ordered. No update, no refund, no apologies for the delay. UNREAL! I tried to give them a fair shot to make this right but seriously, how do they run a business this way? They promised it would take no longer than 3 weeks to receive an item on back order. Guys, its been A MONTH! There are no words. So insanely disappointed. Not to mention they had the balls to ask me to remove this review. Ummm, no. Maybe if they had fully resolved the issue and actually followed up with me like a professional company that TOOK MY MONEY, I would have considered. (Also can we also talk about the fact that one of their proposed solutions was offering me the same booties in a size 10.5 (TWO SIZES LARGER THAN I ORDERED?!). Come on. You've officially been forewarned about this company!