Refund policy

Last Updated: 14/08/2023

At Fly Charlie Pty Ltd (ABN: 62119532106), trading as Lulla Doll Australia, we prioritize your satisfaction. We understand that sometimes items may not meet your expectations, and we’re here to ensure an easy return process.

30-Day Returns You can return your purchase within 30 days from the delivery date. Customers are responsible for the cost of return shipping, and the initial cost of postage ($5 Std or 10 Express) is not included in the refund.

Items must be in their original condition and packaging to be eligible for a refund. Damaged returns or items without original packaging may incur a restocking fee or might not be eligible for a refund.

Proof of purchase is necessary for all returns. Please provide your order number, full name, and email to facilitate this process.

Faulty or Damaged Products Contact us promptly at info@lulladoll.com.au if your product is faulty or damaged. We are committed to either replacing or refunding any product received in damaged condition or found faulty upon delivery.

Please report such items within 14 days of receipt to ensure a quick resolution.

How to Process a Return

  • Contact Us: Email info@lulladoll.com.au with your order number and the reason for return, including pictures if the item is damaged or faulty.
  • Packing Your Return: Ensure the item(s) are securely packed, including all original packaging and materials.
  • Sending Your Package: After your return is approved, we will provide detailed instructions. Customers are responsible for the return shipping cost.

Refunds After we receive and inspect the returned item(s), we will process your refund. The credit will be applied to your original payment method. Allow 2-3 weeks from the return ship date for your account to be credited, and 1-2 billing cycles for the credit to appear on your statement.

Exchanges For exchanges, please return the original item and place a new order for the desired product.

Questions or Concerns For any questions or if further assistance is needed regarding our return policy, feel free to contact us at info@lulladoll.com.au.