Shipping & Returns

Curbside Pickup and In-Store Pickup

We offer contactless curbside pickup as well as masked in-store pickup at our brick and mortar location at 228 Locke St S, Hamilton, ON L8P 4B7, Canada.

When placing your online order, please select “Curbside Pickup” or “In-Store Pickup” at the check out.  We will send a confirmation email that we have received and are processing your order. Both of these options are free.  We will inform you by email when your order is ready for pickup, along with safety instructions for the care of your package and how to maintain physical distance.

Curbside Hours: 

Tuesday - Saturday, 10am - 4pm

Shipping

We currently ship across Canada only.  All pricing is shown and processed in Canadian dollars (CAD). We ship using Canada Post.

We are currently offering free shipping on all orders over CAD $120.00 before taxes.

Shipping will be a flat rate of $15 within Canada on orders CAD $120.00 or less before taxes.

Returns

Last updated: 24 August 2020

  • We're happy to offer returns/exchanges on eligible products that you have decided against. Please be aware, returns must be made within 30 days of purchase. No returns, exchanges or credits will be given after 30 days. Items must be in original condition with all packaging and tags intact.
  • Please note: Sale items, greeting cards and stationery, food items, and jewellery, are non-returnable final sale.
  • Contact us ([email protected]) before making a return to obtain a return authorization. Returns will not be accepted for items without authorization.
  • Returned items must be postmarked and on their way back to LuLu & Lavigne Home Studio no later than seven days after obtaining an authorization. Please be aware that the customer is responsible for all return shipping fees. It is recommended that a tracked service is used as we cannot provide a refund for items we don't receive.
  • If an order originally received free shipping and a return makes it fall below the free shipping threshold, shipping for the original order will apply and be deducted from the return.
  • Many of the products we sell are natural products such as wood, linen, and hand blown glass which have natural markings present. These one-of-a-kind products have the inherent qualities of materials found in nature. Marks and wood grain vary greatly and are considered beautiful. It's what makes your particular item special! If you receive an item with unique marks, these are not considered defects, they're part of the experience of owning a product made with natural materials. We will not accept returns/exchanges based on the natural variations of these products. If you have concerns, please contact us before making your purchase.
  • We do our best to accurately feature the products on our website, but we are human and make mistakes! If something you ordered isn't what you thought it was, contact us at [email protected]

Refunds

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card. It may take a few days for the refund to reflect in your account or on your credit card, as the time frame for different methods vary.
  • Shipping charges are non-refundable.

Late or missing refunds (if applicable)

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Non-returnable items 

  • Sale items, greeting cards and stationery, food items, and jewellery are final sale.  These items cannot be returned or exchanged.

 

Exchanges

  • We only replace items if they are defective or damaged when you receive them. If an item has a manufacturer’s defect, please connect with us! We'll exchange the item if it's available or offer a refund. These instances are rare and we deal with them on a case by case basis. Email us at [email protected]
  • Many of the products we sell are natural products such as wood, linen, and hand blown glass which have natural markings present. These one-of-a-kind products have the inherent qualities of materials found in nature. Marks and wood grain vary greatly and are considered beautiful. It's what makes your particular item special! If you receive an item with unique marks, these are not considered defects, they're part of the experience of owning a product made with natural materials. We will not accept returns/exchanges based on the natural variations of these products. If you have concerns, please contact us before making your purchase.

Shipping a Return

  • Before shipping your return product, email us ([email protected]) to retain a return authorization. In your email, please include the following:
    • your order number
    • the product(s) you'd like to return
    • photos of any defects/damage if it applies
  • To return your product, mail your product to: 228 Locke St. South, Hamilton, ON L8P 4B7, Canada
  • Please ensure the return is well packaged to prevent any damages in shipping. If an item is damaged due to poor packaging, we cannot accept it for refund.
  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
  • Please consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item. If we do not receive it, we cannot issue a refund.