Frequently Asked Questions (FAQ)

Welcome to Lula Home’s FAQ page! We’ve answered some of the most common questions to make your shopping experience easy and enjoyable. If you don’t find what you’re looking for, feel free to contact us directly at Contact Us.

1. Orders & Shopping

Q: How do I place an order?

Simply browse our online store, add your chosen items to your cart, and proceed to checkout. You’ll be guided through secure payment and delivery details.

Q: Do I need an account to shop?

No, you can check out as a guest. However, creating an account allows you to track your orders, save your wishlist, and shop faster in the future.

Q: Can I change or cancel my order after placing it?

We process orders quickly to ensure fast delivery. If you’d like to make a change or cancel, please contact us within 24 hours. After this, we cannot guarantee changes.

Q: Can I request a custom order?

We occasionally offer custom pieces (like certain décor or rugs). Please email us at [orders@lulahome.org] to discuss availability. Note: custom items are not eligible for returns or refunds.

2. Payments

Q: What payment methods do you accept?

We accept all major debit and credit cards, EFTs, and secure online payments through our payment gateway.

Q: Are my payment details secure?

Yes! All transactions are encrypted and processed through a secure payment gateway for your peace of mind.

3. Shipping & Delivery

Q: How much does delivery cost?

Delivery is calculated at checkout based on your location and the best delivery option for you to ensure fast delivery. We use The Courier Guy for reliable, insured, and trackable delivery and therefore use their current rate for the fastest delivery available to you.

Q: Do you deliver everywhere in South Africa?

Yes, we currently ship nationwide.

Q: How long does delivery take?

Orders are dispatched within 3 business days. Delivery usually takes 2–5 business days, depending on your location.

Q: Can I track my order?

Yes! Once your order is shipped, you’ll receive a tracking number via email/SMS.

Q: Do you offer international shipping?

At the moment, we only ship within South Africa.

4. Returns & Refunds

Q: What is your return policy?

You may return items within 14 days of receiving them, provided they are unused, in their original condition, and with all packaging intact.

Q: Do you offer exchanges?

No, unfortunately, we do not offer exchanges. You may request a refund and place a new order for the item you want.

Q: What items are non-refundable?

  • Custom or made-to-order items
  • Discounted/sale items
  • Items not returned in their original condition

Q: Who covers return shipping?

Return shipping is the customer’s responsibility. We’ll provide instructions for sending your item back.

Q: How long does it take to receive my refund?

Once we’ve received and inspected the returned item, refunds are processed within 7–10 business days back to your original payment method.

5. Product Information

Q: Are your products handmade?

Many of our items are carefully sourced and handcrafted, giving each piece unique character. Slight variations in color, texture, or finish are part of their natural beauty.

Q: How can I care for my products?

Each product has specific care instructions. Generally:

  • Rugs: Vacuum regularly; spot clean with mild soap and water.
  • Mirrors: Wipe with a soft, dry cloth; avoid harsh chemicals.
  • Vases & Bowls: Wipe with a damp cloth; not dishwasher safe unless specified.
  • Cushions: Spot clean or dry clean depending on fabric.

Q: Are the colors exactly as shown online?

We try our best to represent colors accurately, but slight variations may occur due to lighting and screen settings.

6. Interior Décor Services (if you’re adding this service)

Q: Do you offer styling advice?

Yes! We’re expanding into online interior décor services to help you make your Lula Home pieces work beautifully in your space.

Q: How does it work?

You can book a consultation, share photos and dimensions of your space, and receive a personalized mood board and product suggestions.

Q: Is there a fee for décor services?

Yes, décor consultations are charged separately. Pricing depends on the level of service required. Contact us for details.

7. General Questions

Q: Where is Lula Home based?

We are an online store based in South Africa.

Q: Do you have a physical store?

Not yet—we operate exclusively online.

Q: How do I contact you?

You can reach us via: