1.1. Within 8 (eight) business days of the date of delivery of a product, the User is entitled to file a complaint concerning the product purchased or to return a product, if at the time of takeover of the product he establishes defects on the product or if the delivered product is not functional. Based on a request for return or replacement, LULU COUTURE shall refund the amount paid to the account of the User stated in the request, or replace the product with a new one within 30 (thirty) days of the date of receipt of a returned product to the address stated on the complaint form.

1.2. The User shall announce the return of products purchased in the complaint form after access to the Webshop Service by using his user name and password, entering his personal data and other data connected with the purchase.

1.3. Delivered products shall be returned by delivery to the address User stated in the complaint form. The cost of returning a product is borne by the User.

1.4. The User is obliged to return the product delivered in the condition in which it was delivered (unworn) and in its original packaging (commercial packaging in which the product was delivered) with enclosed invoice.

1.5. If it is established beyond doubt that a complaint regarding a particular product is not justified or that the defects occurred as the result of inadequate handling or use, LULU COUTURE is not obliged to make a refund or provide a replacement. The product returned under complaint shall be returned to the Buyer at his/her cost, with a written statement of reasons for denial of the request for return or replacement.

1.6. If the request for a refund or replacement is justified, LULU COUTURE will proceed according to Article 17 of these General Terms and Conditions; the cost of redelivering the product shall be borne by LULU COUTURE.

1.7. If a mistake should occur during the packing of ordered products and the Buyer does not receive the product he/she ordered, but some other product, he/she shall report the mistake by using the complaint form within 7 (seven) business days. In such case, the User must return the product which was wrongly delivered at the cost of LULU COUTURE, which undertakes to deliver the ordered product or make a refund (in line with the request of the User) within 15 (fifteen) days of the day on which the wrong article was received.

1.8. If the User does not receive the product he ordered and paid for, he shall report it within 7 (seven) calendar days of the expected arrival of the ordered product in the complaint form or through contacts published on the Website. LULU COUTURE shall establish within the said term what happened to the parcel referred to in the complaint, and inform the User of actions taken further to the complaint.



2.1. The Customer can unilaterally terminate the Agreement within 14 (fourteen) days without giving a reason. The Customer has no right to unilaterally terminate the Agreement in the cases under Article 79 of the Consumer Protection Act.
2.2. In order for the Customer to exercise the right to unilaterally terminate the Agreement he/she must notify Lulu Couture about his decision to unilaterally terminate the Agreement before the deadline by an unambiguous statement sent by post (to Milune j.d.o.o., Lulu Couture, Masarykova 10, 10000 Zagreb) or by e-mail to: info@lulucouture.eu, in which he/she will state his/her name, address, phone number or e-mail address, or the Customer can use the available form (template) for unilateral termination of the Agreement.

2.3. In addition, the Customer can electronically fill out and send the form for unilateral termination of the Agreement that is located on the link (download here) in which case Lulu Couture must submit a receipt notice of unilateral termination by e-mail without delay.

2.4. The deadline for unilateral termination of the Agreement is 14 (fourteen) days from the date the goods which are the subject of the Agreement are given into possession of the Customer or a third party determined by the Customer, which is not a transporter.

2.5. If the Customer unilaterally terminates the Agreement, he/she will receive a refund of the amount that was received from him/her, including the costs of delivery, without delay, and no later than fourteen (14) days from the day when Lulu Couture receives the Customer’s decision to unilaterally terminate the Agreement, except if the Customer has chosen a different type of delivery, which is not the cheapest standard delivery that is offered. Refunds will be made in the same way the Customer made the original payment. In the event that the Customer agrees to a different refund method he/she does not bear any costs in relation to the refund. Lulu Couture can execute refunds only after the goods are returned or after it receives a confirmation that the goods are being returned.

2.6. Customer is obliged to deliver the goods or send it to the address of Milune j.d.o.o., Lulu Couture, Masarykova 10, 10000 Zagreb, without undue delay, and in any event not later than 14 (fourteen) days from the date of submitting his/her decision on unilateral termination of the Agreement to Lulu Couture. The direct cost of returning the goods the Customer must bear alone.

2.7. Customer is liable for any impairment of the goods resulting from the handling of goods, besides those necessary to determine the nature, characteristics and functionality of the goods.