Returns & Exchange
30 days to Return?
If you aren’t satisfied with the size or quality of the items you receive, you may initiate a Return Request within 30 days from the date of the item’s arrival. All return requests are subject to evaluation and our friendly Customer Service will be glad to guide you through it.
✔ Items should be unworn, unwashed, undamaged, and unaltered to be eligible for returns/exchanges.
✔ We don’t offer Free Return Shipping nor do we provide refunds for any fees that may result from shipping a Return.
✔ All ITEMS Clearance purchased at Pawlulu are final sales and cannot be exchanged or returned for a refund.
✔ To ensure that your Return is valid and eligible for a refund:
✔ Always process a return in accordance with our Return procedure
✔ Be sure to provide the tracking number as soon as you ship your return
HOW DO I CHANGE OR CANCEL MY ORDER?
We ship orders out quickly, sometimes within hours of your order being placed. For this reason, we are unable to change or cancel an order after it has been submitted.
Looking to Exchange?
Should you wish to Exchange an item you received due to issues with its’ Size or Quality, this can be arranged by simply following our Return procedures and specifying “Exchange” as your “Desired Resolution”.
Do note that Exchanges are an alternative resolution for Returns and are bound by the same guidelines and limitations.
HOW SOON WILL I GET MY REFUND?
- Please allow 3-4 business days for our warehouse to receive your return, and 7-10 business days for our return department to process your return.
- If approved for a return, return credit will be applied to your payment method within 7-10 business days after we receive the returned item.
If you send back an item that does not qualify for a return or we receive a package back from the shipping carrier due to the address provided being undeliverable, then you will be responsible to call and pay a $5 return shipping charge. We will hold non-returnable merchandise or packages returned by the shipping carrier for 14 days. After 14 days, the items will be donated to charity.
WHAT IF I RECEIVE DAMAGED/DEFECTIVE ITEMS?
- If you have received an item with any problems or defects, please contact our warehouse at firstname.lastname@example.org within 5 DAYS to inform us of the issue. If we are not notified within 5 days of receiving the item, then it will no longer qualify for a return or replacement. You must include a photo of the damage / defect with your email.
- We are not responsible for damages to clothing caused by improper washing/care or handling, or incorrect sizing.
- Exact colors of merchandise may vary due to photography lenses, indoor/outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.
CAN I EXCHANGE FOR A DIFFERENT SIZE OR COLOR?
If you would like to order a different size, color, or product, please return the unwanted item(s) and then place a new order online. We do not offer exchanges. Due to our limited quantities and high demand of our products, we are unable to offer exchanges on any items. Returned merchandise will be processed for refunds only. We recommend purchasing the correct size of the desired item, and then shipping back the returned product so that you do not miss out on the item.
REFUSED, UNDELIVERABLE, & MISSING PACKAGES
- Refused or undeliverable packages are subject to return shipping costs.
- Packages that are refused or undeliverable due to a bad address will not be re-delivered. Outbound shipping charges are non-refundable.
- All packages are insured by us until tracking shows that the order has been delivered. Once confirmed as delivered, the package becomes the sole responsibility of the addressee. You agree to these terms and conditions when you place your order.
- Concerning products that are lost or damaged in the mail, the US Postal Service or UPS will be responsible once we ship the packages.
- For products marked delivered by the Post Office, you will need to contact your local Post Office to obtain information regarding your package.
- If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you will still receive your order. Please contact us after the estimated delivery time has passed.
- All our shipments include Tracking with Delivery Confirmation. If your tracking information confirms that the item has been delivered to your order address, but you have not received your order, please contact the carrier directly to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.
- Carrier Contact Number: USPS 1-800-275-8777
- We are NOT responsible if the package is not delivered in the guaranteed shipping times as it may take 1-2 business days to process the order and we cannot be held liable for USPS guarantees. If the item is not delivered in time, please contact USPS (1-800-ASK-USPS) or UPS (1-800-742-5877). We will NOT refund additional shipping charges if USPS fails to meet their guaranteed shipping times.
WRONG ADDRESS DISCLAIMER:
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We are not responsible if a package is shipped back to us due to an incorrect or undeliverable address. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of the order. If you decide to cancel your order or change your shipping address, please write to us at email@example.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so.
GENERAL ORDER INFORMATION:
- If you have questions regarding our items prior to placing your order, or are having technical issues with ordering, please email us at info@pawlulu or message us on Live Chat for assistance
NOTE: If you don’t receive our Customer Service team’s response for an extended period of time (24 hours on weekdays, 48 hours on weekend), please check your Contact email’s Spam folder. Our emails may have been filtered incorrectly by your email server/provider.