FAQ

Check out our Frequently Asked Questions below. If you still need help please contact us.

General

How to place an order?

To purchase Lullaloom.store, you’ll need to register for an account.

Simply click 'Login' and fill in your details. Creating an account allows you to check out faster, store multiple shipping addresses, and view and track your orders, among other benefits.

How can I reach out to the Lullaloom CRM team?

EMAIL: help.lullaloom@gmail.com

OPERATION HOURS: 

  • Monday - Thursday: 9am - 5pm
  • Friday: 9am - 1pm

Estimated email response time:

  • Normal case: 3 working days
  • Wrong item/colour/size & others: 14 working days
  • Return item:  14 working days
  • Refund: 14 working days

Email after 1pm on Friday will be replied on the next working day

Can I change my order after making a successful transaction?

Unfortunately, you can't because once an order has been placed, it will be immediately processed by our fulfilment centres; hence, changes are not possible.

Shipping & Delivery

How long does it take to get my products?

We process and ship orders from Monday to Friday. Please note that order processing takes 3-5 working days (excluding weekends and public holidays) before your parcel is shipped out via Ninjavan.

If you don't receive a tracking number within 5 days, please email us at help.lullaloom@gmail.com for assistance.

Is there free shipping?

Yes, we offer free shipping for purchases over RM200. This offer is applicable for NinjaVan only.

When will I receive the tracking number?

Tracking numbers will be emailed to you once your order has been shipped.

Do you ship internationally?

Yes, we ship our products all over the globe.

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.

What are the international shipping methods?

Orders to Singapore, Brunei, and other countries are shipped using SF Express or Aramex. Order processing takes 3-5 working days (excluding public holidays and weekends) before the items are shipped. Once picked up, the transit time typically ranges from 7 to 14 days.

If you haven’t received your parcel after 14 days of receiving the tracking number, please email us at help.lullaloom@gmail.com for assistance.

What happens if my product is delayed or not delivered as promised?

We hear you and always prioritise our customers. All regular-priced items now come with a unique product guarantee.

Product(s) are promised to be delivered on time from the processing date (maximum 10 working days). However, this guarantee does not apply during peak seasons and major sale campaigns.

Product(s) are guaranteed to be in perfect condition as advertised. We are very concerned about every cent spent.

If you experience a delay in delivery, please contact our CRM team, and you can opt for an apology store credit for your next purchase.

Returns

What is the process for returning or exchanging items purchased online

ONLINE STORE  (www.lullaloom.store)

Return & Exchange Method (Online):

STEP 1: Review Checklist
STEP 2: Email to help.lullaloom@gmail.com and request the return exchange process
STEP 3: Fill in the details required and wait for approval
STEP 4: Packing & Return

  • 30 days from arrival of package for local and overseas delivery.
  • Item is in original condition with price tag and label
  • Item not damaged, washed, or stained
  • Item has not been altered
  • Item(s) purchased online can be exchanged both ONLINE

Our working hours are Monday to Thursday from 9 am to 5 pm and Friday from 9 am to 1 pm, except on public holidays.

Emails sent outside of these hours will be responded to on the next working day. Emails sent after 1 PM on Fridays will also be replied to on the next working day. Rest assured, all enquiries will be addressed.

For orders with missing, defective, or incorrect items, please email us at help.lullaloom@gmail.com with your order ID and use the subject header "Missing, Defect & Wrong."

To check the status of returns and refunds, please contact our CRM Team via email.

What is Lullaloom's return policy for items purchased online

You can return an item within 30 days of receiving it, whether purchased from the LULLALOOM online store (www.lullaloom.store) . if you're not completely satisfied. If returning via post, the tracking number or item must reach our team within the 30-day window. Please note that any late submissions of items or tracking numbers will not be accepted.

Under what conditions can an item be returned for exchange?

  • All item(s) must be returned to us undamaged, unsoiled, unwashed, unaltered, and unworn.
  • All item(s) must be returned in the original selling condition and include the original product packaging, price tags, and labels.
  • Items that are damaged, marked, or found to have manufacturing errors are acceptable for return and exchange. New item in good condition or other item with the same purchased value will be returned to the customer.
  • Item(s) purchased do not fit or look good on customer.
  • Maximum ONE return & exchange process for ONE Order ID/Receipt.

Which items are not eligible for return or exchange?

  • Wrong washing, storing, or ironing methods that may cause product damage will not be entertained.
  • Pre-order item(s).
  • Sale items and purchases made with discount coupons are not returnable, exchangeable, or refundable.
  • Damaged, soiled, washed, altered, and worn item(s) are not returnable under any circumstances.
  • Due to lighting effects, monitor brightness, contrast settings, etc., there could be some slight differences in the colour tone of the pictures and the actual item.
  • Please note that any order purchased from Personal Shopper or a preloved item is not under Lullaloom's responsibility.