Frequently Asked Questions (FAQ)

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 effortless and refined.

If you don’t see what you’re looking for, we’re always happy to assist you at hi@lulahome.org.

🛍️ 1. Orders & Shopping

Q: How do I place an order?
Browse our online store, add your chosen pieces to your cart, and proceed to checkout. You’ll be guided through secure payment and delivery details in just a few simple steps.

Q: Do I need an account to shop?
No — you’re welcome to check out as a guest. Creating an account simply allows you to track orders and save your details for future purchases.

Q: Can I change or cancel my order after placing it?
We process orders quickly to ensure fast dispatch. If you need to make a change, please contact us within 24 hours at hi@lulahome.org. After this period, changes cannot be guaranteed.

Q: Do you offer custom pieces?
Occasionally, we may offer custom or made-to-order items. Please email hi@lulahome.org to enquire.
Please note: Custom items are not eligible for returns or refunds.

💳 2. Payments

Q: What payment methods do you accept?
We accept major debit and credit cards, EFT, and secure online payments via our trusted payment gateway.

Q: Are my payment details secure?
Yes. All transactions are encrypted and processed through a secure gateway to ensure your peace of mind.

🚚 3. Shipping & Delivery

Q: Where do you deliver?
We currently ship nationwide within South Africa only.

Q: Which courier do you use?
We use The Courier Guy for reliable, insured, and trackable delivery.

Q: How long does delivery take?
Orders are fulfilled and dispatched within 3 - 5 business days.
Delivery timelines vary by location but typically take 5 - 10 business days thereafter.

Q: Can I track my order?
Yes. Once your order has been dispatched, you will receive a tracking number via email.

Q: How much does delivery cost?
Shipping fees are calculated at checkout based on your location.

🔁 4. Returns & Refunds

We want you to love your purchase.

Q: What is your return policy?
We accept returns within 14 days of delivery, provided the item is unused and in its original condition and packaging.

  • Lula Home does not offer exchanges

  • Refunds are issued once the returned item has been inspected and approved

  • Return shipping costs are the responsibility of the customer

Q: What items are non-refundable?

  • Custom or made-to-order items

  • Discounted or sale items

  • Items not returned in original condition

Q: What if my item arrives damaged?
Please contact us within 48 hours of delivery at hi@lulahome.org, including clear photos of the item and packaging. We will assess and assist you promptly.

🏡 5. Product Information

Q: Are your products handmade?
Many of our pieces are handcrafted or carefully sourced, meaning slight variations in texture, tone, or finish are part of their natural beauty.

Q: How should I care for my items?

  • Rugs: Vacuum regularly. Spot clean gently.

  • Glassware & Vases: Wipe with a soft damp cloth. Avoid abrasive cleaners.

  • Cushions: Spot clean or dry clean depending on fabric.

  • Décor: Keep away from excess moisture and harsh chemicals.

Q: Will the colour look exactly the same as online?
We strive for accurate representation, however slight variations may occur due to lighting and screen settings.

🎨 6. Interior Décor Services

Q: Do you offer styling advice?
Yes — Lula Home offers curated online décor guidance to help you style your space beautifully using our pieces.

Q: How does it work?
You’ll share images and measurements of your space, and we’ll provide a personalised mood board and curated product suggestions.

Q: Is there a fee?
Yes, décor consultations are charged separately. Please contact us for availability and pricing.

📍 7. General Information

Q: Where is Lula Home based?
We are proudly based in South Africa and operate exclusively online.

Q: Do you have a physical store?
Not at the moment — Lula Home is currently an online-only boutique.

Q: How can I contact you?

📧 Email: hi@lulahome.org
🌐 Website: www.lulahome.org
📝 Contact Form: lulahome.org/pages/contact