Lu Policies
Shipping Policy
We currently ship Lu products within Australia and Internationally.
Orders are packed and posted as soon as possible, usually within 3–5 business days where items are in stock.
Because Lu products are made in small batches, shipping may take a little longer when we are restocking or waiting for new stock to arrive. Some products may also be available for pre-order. Where possible, this will be noted on the product page, and we will contact you if there is a significant delay with your order.
Once your order has been posted, delivery times will depend on Australia Post or the selected delivery service.
Please make sure your shipping details are correct at checkout. Lu is NOT responsible for parcels that are delayed, lost, or delivered to an incorrect address due to customer error.
Shipping costs will be shown at checkout before payment is completed.
Returns Policy
Because Lu products are small-batch and made in limited quantities, we do not offer returns for change of mind.
If your item arrives damaged, faulty, or incorrect, please contact us within 5 days of receiving your order with your order details and a photo of the issue.
Where an item is damaged, faulty, or incorrect, we will assess the issue and offer a suitable fix, which may include a replacement, refund, or store credit.
To be eligible for a return or replacement, items need to be unused, in their original condition, and with proof of purchase.
This policy does not limit your rights under Australian Consumer Law.
Privacy Policy
Lu respects your privacy.
When you place an order, sign up to our mailing list, complete a survey, or contact us through the website, we may collect basic personal information such as your name, email address, postal address, order details, and any responses you choose to provide.
We use this information to process orders, respond to enquiries, send updates where you have opted in, and improve our products, content, and services.
From time to time, we may send out surveys to better understand who is purchasing Lu products, how people are using them, and how we can better tailor what we offer to customer needs.
Any details shared through surveys will never be sold or shared publicly. Survey responses are used only to help Lu understand and improve what we offer.
We do not sell your personal information. Your information may be shared with trusted services we use to run the website, process payments, ship orders, or send emails.
If you choose to join our mailing list, you can unsubscribe at any time using the unsubscribe link in our emails or by contacting us directly.
You can contact us at any time to ask about your personal information or request that your details be updated or removed from our mailing list.
Terms of Use
By using this website or purchasing Lu products, you agree to use them respectfully and for lawful purposes only.
Lu products are designed to support clearer social communication, including openness, boundaries, friendship, space, and consent. They may help people express themselves more clearly, but they do not replace respectful communication, consent, or personal responsibility.
By purchasing, wearing, or using Lu products, you agree to respect other people’s comfort, safety, boundaries, and right to say no.
If someone says no, seems unsure, does not want to engage, or asks to be left alone, you agree to respect that boundary and walk away.
If you interact with someone who is wearing or using a Lu product, you agree to do so respectfully. A Lu signal is not an invitation to pressure, follow, harass, or ignore someone’s boundaries.
Wearing or using a Lu product does not guarantee that someone wants to talk, date, meet, become friends, or continue an interaction. It also does not guarantee that you will find love, make new friends, avoid rejection, or have a specific kind of social experience.
Lu is not responsible for how individuals choose to use or interpret Lu products. Each person is responsible for their own behaviour, choices, communication, and interactions with others.
All content on this website, including Lu’s wording, designs, images, product names, and signal concepts, belongs to Lu unless otherwise stated. You may not copy, reproduce, or use our content without permission.
We do our best to keep product information, pricing, and availability accurate, but details may change from time to time.
Lu is not a crisis service. If you or someone else is in immediate danger, call 000 or contact the relevant emergency service in your area. If Lu receives a message that raises serious concerns about someone’s immediate safety, we may take reasonable steps to refer the matter to an appropriate emergency or support service.
Any resources, articles, or content shared on this website are for general information and education only. They are not a substitute for professional, legal, medical, mental health, or crisis support.
We may update these policies from time to time. The latest version will always be available on this website.
By purchasing from Lu, you agree to the policies listed on this website.
Nothing in these Terms of Use limits your rights under Australian Consumer Law.
For any questions about these terms, orders, or product concerns, please contact us here.