Faq
COVID-19 UPDATE
Our top priority is the health and safety of our employees and customers, so we have completely redesigned our production and delivery center to comply with state-recommended guidelines for social distancing and PPE.
What does this mean for you?
- Processing times may be delayed. Generally, processing times are within 6-12 business days*, although these times currently vary due to issues related to COVID-19 and public orders and their impact on our business. Expedited shipping times may also be extended during holidays.
- We will notify you as soon as your order is shipped or if we anticipate any issues fulfilling your order.
- You can cancel for a full refund. We have updated our return policy, allowing you to cancel an unshipped order at any time for a full refund.
We appreciate your patience and understanding as we work through this together.
Thank you very much for your support!
*Please understand that working days do not include weekends or holidays such as New Year's Day, Martin Luther King Jr. Day, Presidents' Day, Memorial Day, July 4th, Labor Day, Thanksgiving, and Christmas.
FREQUENTLY ASKED QUESTIONS
HOW CAN I CONTACT YOU?
We have 24/7 Live Chat on the website or email support@camelialuu.com.
HOW MUCH DOES SHIPPING COST?
We offer fast shipping at a fixed price of $15.99 or standard shipping at $6.99 per order. If your order total exceeds $50, shipping is free.
WHAT PAYMENT METHODS DOES camelialuu.com ACCEPT?
Currently, we accept credit card payments and PayPal. If you'd like to arrange payment through another method, we are happy to assist with your request! Please contact us directly at support@camelialuu.com to arrange this.
IS IT SAFE TO SHOP ONLINE FROM support@camelialuu.com?
Absolutely! We use GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures secure internet transmission of your personal information. We do not store credit card information, and we do not share your personal information with any third party. However, if you still have concerns about placing your order, please contact support@camelialuu.com, and we will get in touch with you regarding an alternative method to place your order.
HOW CAN I CHANGE OR CANCEL MY ORDER?
If you need to make changes to your order, please contact us at support@camelialuu.com within 8 hours of placing your order. We will not be able to make changes beyond this period.
HOW CAN I TRACK MY ORDER?
Once your order is shipped, we will send you an email with a tracking number. If you haven't received this email, please send an email to support@camelialuu.com.
WHAT IS A PRE-ORDER ITEM? CAN I CANCEL MY PRE-ORDER?
A pre-order item is one that you order before we have it in our stock. You can cancel it until your order has been processed. To cancel, you can send an email to us at support@camelialuu.com.
I ORDERED AN AVAILABLE SET WITH A PRE-ORDER, WILL THEY BE SENT SEPARATELY?
We will ship your order when all items are available. If you wish to receive your available item before the pre-ordered one, please send us an email at support@camelialuu.com.
WHAT IS YOUR RETURN POLICY?
We offer a 14-day hassle-free return.
The item(s) must be in original condition with the return label and hygiene seal in place. The item(s) must not have been worn, washed, or altered in any way.
Unfortunately, we cannot accept returns that do not meet the above requirements.
camelialuu.com offers a full refund (item price excluding the original shipping cost).
All returns can be sent to our return center based in the USA.
HOW DO I REQUEST A RETURN?
Requesting a return has never been easier!
We offer a 14-day hassle-free return. To initiate a return, simply send us an email at support@camelialuu.com using the email address used to process your order within 14 days of receiving your package.
Please note that we are unable to refund the original shipping costs for returned items, except for defective items. We also cannot refund return shipping costs.
Once the items are received, we will send out your new piece(s) or provide you with a refund (item price excluding the original shipping cost).
We cannot be held responsible for lost clothing returned. We recommend using a recommended postal service for returning items and registering tracking information.
WHAT IF THE ITEM I RECEIVE IS DAMAGED OR DEFECTIVE?
We work hard to ensure that all items sold are of the highest quality. However, if you have issues with a defective or damaged item, please send us an email at support@camelialuu.com so we can review the case for you!