Returns, Replacements & Refunds

Last updated: October 28, 2026

We want your LULIQUE gift to arrive as ordered. This policy covers purchases from lulique.com, including personalized posters, ornaments, tumblers, apparel and other keepsakes.

How to request help

Contact support@lulique.com within 30 days of delivery to request a return or report an order issue. Include your order number, a description of the problem and, where relevant, clear photos of the item, personalization and packaging. If your order has not arrived, contact us once it is overdue; you do not need to wait for delivery to report a missing parcel.

Damaged, faulty, incorrect or misprinted items

If your item arrives broken, defective, different from the item ordered, or with personalization that does not match the details you submitted, contact us so we can review it and arrange an appropriate replacement or refund. Keep the item and packaging while we investigate. You can contact LULIQUE directly rather than handling a carrier claim alone.

For a confirmed fault, shipping damage or error on our side, we will cover any return shipping we require. We will explain whether a return is necessary before you send anything back. Statutory remedies remain available.

Personalized and made-to-order items

Items produced with your photos, names, text or other individual specifications are made specifically for you. Once correctly produced, these items are not eligible for a change-of-mind return or an exchange because of a customer-selected size, design, spelling or photo. This restriction does not apply to defects, errors by LULIQUE, or any return right required by law.

Please check spelling, dates, image quality, cropping, dimensions and all options before submitting your order. Review the preview when one is available. Small screen-to-print color differences can occur, but a material difference from the advertised or ordered product should be reported to us.

If you made a mistake, contact us promptly. We will check whether correction or a replacement is possible and explain any proposed charge before you agree to it.

Non-personalized items

For an eligible non-personalized item, request a return within 30 days of delivery. Change-of-mind returns must be unused, unworn where applicable, and in their original packaging with any supplied tags and proof of purchase. These condition requirements do not prevent you from reporting a faulty item.

Unless the return results from our error or applicable law provides otherwise, you are responsible for change-of-mind return shipping. Original delivery charges are not refunded for voluntary change-of-mind returns except where legally required. Items clearly marked final sale and gift cards are excluded from voluntary change-of-mind returns; this does not remove statutory rights.

Order changes and cancellations

Email us as soon as possible with your order number and the exact change requested. We will check the production status. Changes or cancellation of personalized items may no longer be possible after production starts. Sending a request is not confirmation that the order has been changed or canceled; we will confirm the outcome by email. Any mandatory cancellation or withdrawal right remains unaffected.

Returning an item

Contact us before sending a return so we can provide the correct instructions and return address. The sender address on your parcel is not necessarily a return address. Keep your proof of shipment and send us the carrier name and tracking number. Contact us to arrange an exchange before placing a replacement order.

Refund timing

We will inspect an authorized return and process its return/refund within 3 business days of receiving it. We will notify you of the outcome. Where no return is required, we will confirm the refund arrangements when resolving your claim. Approved refunds go to the original payment method. Your bank or payment provider may need additional time to post the credit. Contact us if it has not appeared after two weeks.

For a lost parcel or shipping problem, also see our Shipping & Delivery Policy. Charges collected directly by customs or another third party may require a separate recovery process; contact us for help with the documents we can provide.

Your statutory rights

This policy does not limit rights you have under applicable consumer law, including rights relating to faulty, damaged or misdescribed goods. Our 30-day service window is additional to those rights and does not shorten any legal guarantee or mandatory claim period.