Returns & Cancellations

Hey Lullae is the checkout of record for every boutique purchase made on the platform. When you buy through Hey Lullae, we collect payment, coordinate with the independent boutique partner, and trigger the refund reversal back to your original payment method via PayFast, our South African payments partner. The full mechanics — return windows, eligibility, boutique hand-off, and refund reversal — are set out in Part 2 of our Privacy Policy and are the binding operational terms.

In summary: you have 14 days from the date your package was marked delivered by the courier to request a return via your Hey Lullae account. Items must be unworn, unwashed, undamaged and returned in their original packaging with all designer and boutique tags attached.

Hey Lullae does not cover, manage, or subsidize return courier fees. All return shipping logistics and costs are handled directly by the boutique partner and are subject to their individual store return policies. Return shipping costs are either paid by you upfront or deducted from the final refund total by the partner boutique before they authorize the return in our portal. If an item is defective, damaged upon arrival, or the wrong size/style was dispatched by our partner, the boutique partner is contractually required to cover the return courier fees.

You can cancel a paid Hey Lullae membership at any time from Profile → Membership, or by emailing concierge@heylullae.co.za. Cancellation takes effect at the end of your current billing period; you keep access to your paid tier's benefits until then.

We do not pro-rate refunds for partial billing periods. If you have been incorrectly charged or experienced a service failure, contact us within 14 days and we will resolve it in good faith.

Because our backend instantly alerts boutique partners to dispatch the moment payment is verified, orders cannot be cancelled or modified once placed. If you no longer want an item, please wait for delivery and follow the return process above.

Rewards earned through the referral programme and the Curation Dividend Wallet (including any temporary Wallet Boost or lifetime bonus multiplier applied on qualifying referrals) are non-refundable and non-transferable. They are governed by the mechanics described in the Membership and Wallet sections of our Terms of Service.

You may delete your account at any time. Deletion is permanent — your loves, scans, silhouette photos, profile and referral history are removed within 30 days, subject to the financial-record retention obligations described in the Privacy Policy. Active paid memberships are cancelled immediately upon account deletion with no further charges, but no refund of unused time.

We resolve disputes informally first. If we cannot reach a resolution, the matter follows the dispute process in our Terms of Service.

concierge@heylullae.co.za