Order issues
Order issues
I have not received an order confirmation
You will receive a confirmation email within 24 hours of placing your order. Please check your junk folder. If you still can not find it, contact us with your shipping address, a screenshot of the payment in your PayPal, Klarna, Afterpay or bank account, and the last 4 digits of the card you used.
How do I change or cancel my order?
Once an order is placed, we are unable to make changes to it. You can request a cancellation, but once your order has been fulfilled we can no longer cancel it.
Can I change my address?
Email us as soon as possible with your full address so we can update it. If your order has already been fulfilled, we will not be able to make changes.
I received the wrong item
We are so sorry about that. Please contact us with a photo of the item you received and a photo of the bag it came in, with the white label visible. We will get it sorted as quickly as possible.
My item arrived damaged or faulty
We are really sorry. Every D-LULA item is quality checked, so this should never happen. Please contact us with your order confirmation, your shipping address, a photo of the damaged area and a photo of the barcode tags, and we will find a solution for you.
My item was damaged after wear
We are sorry to hear that. Please contact us with your order confirmation, your shipping address, a photo of the damaged area and the batch number on the care label. There is no need to send the item back. Let us know if you prefer a replacement or a refund, and we will do our best to help.
An item is missing from my order
Please check your email in case we let you know we could not fulfill part of your order. If not, contact us with your order confirmation and which item is missing.
Why was my order canceled?
We will always email you the reason. Orders are canceled if an item is unexpectedly out of stock, or if there is an issue with the payment, for example a billing address that does not match the card. If that happens, checking out with PayPal usually works.
How do I find my order number?
Your order number is in the confirmation email you receive after placing your order. If you can not find it, please contact us.