Delivery, Returns & Exchanges

Everything you need to know about delivery timelines, exchange eligibility & claim deadlines.

We want every order to reach you smoothly. Please review the information below before placing an order or requesting an exchange.

Delivery within Bangladesh

1. Delivery time: Orders are usually delivered within 3 to 10 working days after confirmation. Many products are produced on demand, so processing times may vary.

2. Inside Dhaka: A flat delivery charge of BDT 200 applies.

3. Outside Dhaka: Delivery charges vary by destination.

4. Duties and taxes: Any duties or taxes that may apply are the customer's responsibility.

5. Dispatch updates: Once your order has been dispatched, you will receive an SMS or email notification. For an update, contact Customer Support and share your order number.

Order changes and cancellations

Contact Customer Support as soon as possible if you need to change or cancel an order. A request can be considered only before the order is confirmed for processing. Once an order has been confirmed or dispatched, it cannot be modified or cancelled.

Important reporting deadlines

Please contact us within the applicable period below. The reporting window begins on the date your order is delivered.

Request or issue	Report within	What to include
General exchange	7 days	Order number, item details, and preferred size, colour, or replacement product.
Defective or quality issue	7 days	Order number and clear photos or videos sent via WhatsApp.
Wrong or missing item	24 hours	Order details and supporting proof of the wrong or missing item.

Exchange eligibility

Exchanges within Bangladesh are allowed once per order when the request is submitted within 7 days of delivery and the product meets all eligibility conditions.

1. The item must be unworn, unused, unwashed, and unaltered, with its original tags, labels, and packaging intact.

2. All exchanges are subject to stock availability.

3. You may select a replacement of equal or higher value. If the replacement costs more, you will need to pay the difference.

4. You are responsible for sending the item to the return address provided by Lulusar Bangladesh.

5. Please allow approximately 7 working days for exchange processing. The replacement remains subject to stock availability.

If your preferred replacement is unavailable

You may choose another available product of equal or higher value. If an eligible return resolution is approved instead, it will be issued as store credit, not a cash refund.

Items not eligible for exchange

1. Sale, discounted, promotional, or clearance items, including items purchased during storewide sale campaigns.

2. Stitched or customised products.

3. Items that have been used, washed, altered, or damaged for reasons unrelated to a reported manufacturing or quality issue.

4. Items returned without their original tags, labels, or packaging.

5. Accessories or intimate items, where applicable.

Defective, wrong, or missing items

Defective or quality issue

Report the issue within 7 days of delivery. Send your order number and clear photos or videos via WhatsApp so the issue can be reviewed. Any returned product must meet the eligibility conditions above.

Wrong or missing item

Report a wrong or missing item within 24 hours of delivery. Share your order details and supporting proof with Customer Support.

Returns, store credit, and shipping fees

1. Cash refunds are not offered.

2. When an eligible return or refund resolution is approved, the value will be issued as a store credit voucher redeemable on the Lulusar Bangladesh website.

3. Cash on Delivery orders are not eligible for a monetary refund, even when an item is defective. An approved resolution will be provided as store credit.

4. Delivery and return shipping charges are non-refundable and are the customer's responsibility.

How to request an exchange or report an issue

1. Contact Customer Support within the applicable reporting window. Include your order number, the item concerned, and the reason for your request.

2. For a defective, wrong, or missing item, send clear photos, videos, or other supporting proof via WhatsApp.

3. Wait for the return address and instructions from the Customer Support team.

4. Send the product back in eligible condition, with its original tags, labels, and packaging. Return shipping is the customer's responsibility.

5. After the returned item is reviewed, the eligible exchange or store-credit resolution will be processed as applicable.

Need help?

Call or message Lulusar Bangladesh Customer Support:

+880 1339-40503

1. Phone helpline: Daily, 9:00 AM to 9:00 PM

2. Online support channels: Daily, 9:00 AM to 2:00 AM the following day