Refund policy

Returns, Exchanges & Warranty

Every Lulé Lulé piece is handmade and carefully inspected before it leaves our hands. If something isn’t right, or isn’t what you expected, here’s how we can help.

Before sending anything back, contact us

Message us on WhatsApp at +57 321 640 4738 or email shop@lulelulebags.com. We’ll guide you through the process and share the return address. Please don’t ship a return without talking to us first.

If your order arrives damaged or defective

Contact us on the same day you receive it, with photos of the bag and the packaging. Once we verify the issue, we’ll offer you an exchange for the same piece or a full refund. Lulé Lulé covers the shipping costs.

If something happens during your first month of use

If you notice a manufacturing issue, such as stitching or hardware, within the first month after delivery, contact us and we’ll find a solution together.

Natural leather marks are not defects

We work with natural leather. Small marks, tone variations and textures are part of the hide’s origin and character, and are not considered manufacturing defects. If a natural mark doesn’t feel right to you, contact us within 5 business days of delivery and we’ll offer to exchange it for another piece. Shipping costs for this exchange are covered by the customer.

If you’d like a different color or design

Contact us within 5 business days of delivery, ideally the same day. The piece must be new and unused, with its tags and in its original packaging. Once we receive and inspect it, and it meets these conditions, we’ll issue store credit for its value, valid for 6 months. Shipping costs are covered by the customer.

Cancellation and refund

You may return your purchase for a refund within 5 business days of delivery. The piece must be new and unused, in the same condition you received it, with its tags and original packaging. Once we receive and inspect it, we’ll refund the amount paid within 30 calendar days. Return shipping costs are covered by the customer.

Custom and special orders

Pieces made to your specifications are created only for you, so they can’t be returned for a refund. If you need an exchange, contact us within 5 business days of delivery. If the piece is unused, we’ll issue store credit valid for 6 months.

Return shipping

When return shipping is covered by the customer, you can use the carrier of your choice. The package must be shipped with all import duties and taxes for Colombia prepaid, and you’re responsible for it arriving at our address. We’ll be with you along the way to make it easy.

When returns and exchanges don’t apply

If the piece shows any signs of use, even once, is missing its tags or original packaging, or the request is made after the deadline.