Where are you located? We are located in the United States. Shop Sweet Lulu ships from Illinois. We collect sales tax on all orders shipped to addresses in Illinois.
How is shipping calculated? Shipping rates are pulled directly from various shippers' published rates based on the weight and size of your package. Depending on your specific selection of items, carriers may charge dimensionally instead of based strictly on weight. For example, a one pound package that ships in a large box due to the dimensions of the product will ship at a higher rate than a small box that weighs one pound.
Why don't you offer flat rate shipping boxes? Because we offer such a large variety of products, we cannot predict which size box your order will fit into until we pack the order. Very few combinations of our products would fit into the USPS flat rate boxes. In fact, we carry over 20 different sized boxes to accomodate the different product combinations our customers might choose.
When will my order ship? Orders are typically processed and shipped within 1 business day. Orders placed on holidays and weekends are processed the following business day.
How long will it take for my order to arrive? We are thrilled to offer a selection of shipping service for you to choose from. Depending on your selection, your order may take anywhere from 2-7 business days to arrive (within the United States). A typical 2 pound package shipped via Priority Mail will usually reach its destination within 3-4 business days. Shipping to International destinations varies widely.
Please note that we are not responsible for service transit time. Transit times are provided by the carrier, and may vary by destination - especially during peak shipping periods.
Packages shipped within the United States will be shipped by USPS, UPS or FedEx, depending on weight and your preference at checkout. If you would like to purchase upgrades such as insurance or signature confirmation, we will be happy to provide those services at your expense.
Shipping time is in addition to standard processing time. Please allow 1-2 days to process and pack your order.
The following shipping times are approximate, and include processing time:
- Economy Mail: Allow 4-7 Business Days for your package to arrive. Insurance is recommended. No tracking info will be provided.
- FedEx/UPS Ground Delivery: Allow 3-8 Business Days for your package to arrive. Tracking info will be emailed to you.
- Priority Mail: Allow 4-5 Business Days for your package to arrive. Insurance is recommended.
- 3 Day Air: Allow 4-5 Business Days for your package to arrive. Tracking info will be emailed to you.
- Next Day Air: Allow 2 Business Days for your package to arrive. PLEASE NOTE: Even though we waive the signature confirmation for delivery on Express Packages, the carrier still may require a signature as proof of delivery. Tracking info will be emailed to you.
*These shipping times are estimates, and are not guaranteed. We reserve the right to upgrade your shipping method as we deem appropriate, including switching to a different carrier or service provider to deliver your package faster or more reliably.
Do you ship internationally? We are happy to ship internationally. Your shipping total will be calculated based on weight and destination at checkout. Shop Sweet Lulu/ Lulu London LLC cannot be responsible for any international custom and duty fees, taxes, or brokerage fees assessed by the carrier. These fees are in addition to, and not included in, the cost of shipping. We are obligated to declare all items as merchandise, and will not mark items as "gift". We cannot be liable for any delays due to packages held at customs.
The following shipping times are approximate, and include processing time:
- Priority Mail International: Allow 7-183 days for your package to arrive - this timeframe was quoted to us by the USPost Office. The post office will not consider the package 'missing' until 183 days have passed. Insurance is recommended. We have found this shipping method to be unreliable. Tracking info will be emailed to you. We are unable to track your package once it leaves the United States.
- FedEx International Deliveries: Allow 7-10 Business Days for your package to arrive. Tracking info will be emailed to you. We are not liable for customs fees, duties, taxes, or brokerage fees assessed by the carrier or the destination government.
Canadian customers choosing UPS Ground: Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g. excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf. Your order will be shipped under UPS’s e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada for non-commercial purposes and valued under CAD$ 200 shipped via UPS Standard service are subject to a reduced brokerage fee of CAD$ 10, plus any applicable duties and taxes. Shipments valued at CAD$200 and above and/or being imported to Canada for commercial purposes and/or subject to specialized clearance may incur additional fees. Please, be aware that UPS will request payment of these charges at the time of delivery. You have the ability to call UPS ahead of time (1-800-742-5877) to pay these charges, eliminating the need for payment on delivery.
What happens if I refuse the delivery, or I am not home to accept the delivery? All carriers will charge a fee to return the package to the sender. Since we shipped the package on your behalf, you will be liable for the return shipping fees if you refuse delivery, or if an attempt has been made multiple times by the carrier with no sucess.
I never received an order confirmation - did you receive my order? Each order is sent an order confirmation via email, addressed to the account you used to pay for the purchase. Please check your spam or junk mail folder if you don't receive a confirmation within an hour of making your purchase. If you do not receive a confirmation, your transaction may not have been completed.
The tracking on my order says it was delivered, but I never received it - can you help? If your package was processed through a local post office or courier, tracking details may say 'Delivered' once it arrives at the carrier's facility, but it may take a day or two to arrive at your address. If you've waited a couple of days and you still don't have the package:
See if someone else accepted delivery. Check with household members, neighbors, building managers, the mail room, front desk, and anyone else who may have accepted the delivery.
- Look around the delivery location. Carriers sometimes leave packages in a safe, hidden place like on a side porch, in/around your garage, or behind bushes.
- Check your mailbox. Smaller items or items in soft packages are likely to be delivered there.
- Check for a parcel locker key. If your mailbox is in a cluster box unit (i.e., several mail boxes clustered together) or your package is addressed to a P.O. Box, check your box for a key to a parcel locker where the package may have been delivered.
- Check for a mail hold. If the U.S. Postal Service is holding your mail, your package won't be delivered.
- Look for a notice of attempted delivery. You may find an attempted delivery notice in your mailbox or P.O. Box or on your door. Follow the instructions on that notice to request redelivery or pick up the package.
- Contact the Carrier. Ask if they have additional information about the package's location. (Have your tracking or delivery confirmation number available.)
On occasion, packages are lost or stolen in transit. We can not be liable for packages once they have been delivered to the carrier. Unless you have opted to insure these packages, we can not be responsible for any refunds on lost or stolen packages.
The "ship to" address in my Paypal account is wrong - can you fix it? Please double check the ship-to address prior to checking out with Paypal. You can easily add another address to your account during the checkout process. We are only covered by Paypal's seller protection if we ship to the address listed on the order.
I forgot to order something - can you add it to my order?
We process and pack orders so quickly that, often, by the time you email us, your order has already been packed up and is waiting for its shipping label, so it's not possible to add to an order that's already been placed.
Oops! I didn't need to place that order. Can you please cancel the whole order? When you place your order, every item in your shopping cart is removed from our inventory, and we are unable to 'undo' that process. Please be sure that you wish to place the order before confirming the purchase.
I received my order and one of the items is incorrect or missing
We're sorry! We try our best to pack orders accurately, but occasionally we do make mistakes. Please contact us and we'll ship out the correct items asap, along with a prepaid label to return the incorrect item. Please let us know what you ordered and what you received in its place. Missing or incorrect items must be reported to us within 3 days of receipt of the package.
Can I return part of my order?
We want you to be happy with your pretty party supplies, but in the rare instance that you're not satisfied with your purchase, we will accept returns and issue a store credit in the form of a gift certificate. In the event that you need to return an item, you must first notify us by email for approval, at which time you will receive the return address and authorization number. Return shipping costs are the responsibility of the customer, and original shipping costs will not be refunded. Items must be returned in unused condition in their original packaging, and must be returned with 14 days of the original order date. Returns received without a return authorization number will not be recognized.
If you need to return an item due to error on the part of Shop Sweet lulu, we will apologize profusely and send out a replacement at our expense after the incorrect shipment is returned.
