FAQ

How quickly can you answer my question?

We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.

Can I change my shipping address after my order has been placed?

Once an order is placed, our team can pack and ship your order within 24 hours, so it is not always possible to process address change requests. If you notice an error, please email us as soon as possible with your name and order number so we can try to make a correction before it departs. There is no guarantee we can make it once it leaves our warehouse, but we will do everything we can.

How long is the processing period?

Order processing times are between 1 to 3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally busy, processing times may go up to 3 business days following the day you placed your order.

General shipping information

Our warehouse processes and ships all orders Monday to Friday (excluding major holidays). After placing your order, your package should be shipped out within 1 to 2 business days, and you will receive an email with the tracking number shortly after.

Will my order come in one package?

Depending on the size of your order, you may receive separate packages that may arrive 1 to 2 business days apart.

I received a damaged item, what do I do?

We apologise that your shipment did not arrive in perfect condition. Please contact us at hello@solulu.com.au with your name and order number for further assistance.

How can I track my order?

Simply go to the Track My Order link on the Home Page or in the Main Menu and enter your tracking number to see where your package is. If you need further assistance, we are always happy to help.

What do I do if something is missing in my order or is damaged?

If any of your purchased items are missing or damaged, please contact us immediately at hello@solulu.com.au to resolve the issue. We have a 30-day Money Back Guarantee, so make sure to contact us within that time frame.