FAQ

How long does domestic and international shipping take?

Domestic shipping to Germany will take 1-2 business days, 3-7 business days to Europe and 10-14 business days to the rest of the world. Some destinations have longer delivery times of up to 20+ business days.

If you don’t receive your towels within 21 business days of getting the tracking code, please contact us at hello@lullevibes.com with your order number.

 

Where do you ship from?

Your orders will be shipped from our warehouse in Frankfurt, Germany. 

 

Send us an email if you’re in town and you can visit our team!

 

 

 

Which courier is used to ship my products?

We’ve partnered with DHL for all domestic and international shipping.




Do you deliver to PO boxes?

 

Yes, we can certainly deliver to PO boxes worldwide.



Where do you ship to?

We ship worldwide!

Please ensure you’re browsing the correct webpage so we can offer you the best rates, local currency and stock availability for your region. You can change your country by clicking on the flag at the top of the menu on our website!



How can I track my order?

We will send you an email confirmation once your order is processed for delivery. You will then receive a separate email with your tracking code from our shipping partner, DHL, within one day of placing your order.

You can always track your package by visiting the following link and entering your tracking code: https://www.dhl.com/en/home/tracking

If you don’t receive a tracking code, you can contact us with your order number.



How do I change or cancel my order?

If you want to change or cancel your order prior to delivery, please contact us at hello@lullevibes.com with your order number and what you would like to change or cancel in your order.



VAT, Import Duty and Customs Compliance INSIDE the European Union

We ensure VAT, import duties and customs compliance in Germany and the European Union. All final prices for European Union customers include applicable taxes and import duties.





VAT, Import Duty and Customs Compliance OUTSIDE the European Union

Our prices for non-European Union countries do not include sales tax and import duties. This means you may need to pay sales tax and/or import duties on your own once the product is delivered to your destination country. Customers are responsible for any additional customs, import duties, tax and shipping charges not otherwise collected by LulleVibes UG (haftungsbeschränkt).

In the very rare case where sales tax or import duty payments are required, you will be contacted by the shipping carrier to inform you of how to make the payment and next steps. Your package will include all necessary documents, such as the invoice and packing slip, to ensure a smooth customs process.

If packages are not claimed at customs and sent back to our facility, we are not obliged to refund your order or re-deliver the package free of charge.

You can contact us if you require any assistance or have any questions.



I provided the wrong shipping address on my order, what can I do?

We follow the exact shipping information you provided on the checkout page upon placing your order. We are not liable for lost, held, damaged packages or delivery errors due to incorrect shipping addresses.

You will receive an order confirmation email after placing your order. This gives you a few hours to review the full details of your order, including your shipping address. If your shipping address is incorrect, please contact us ASAP at hello@lullevibes.com with your correct address. We will then update your shipping address if your package has not been sent out for delivery

If your shipping address is incorrect after it has been sent out for delivery, please contact us and we will do our best to resolve the incorrect address with our shipping partner, DHL; however, we cannot promise it will be successful and we are not obliged to refund your order or deliver a new towel free of charge.



Do final prices include sales tax and import duties?

Final prices for European Union customers include VAT and import duties. Final prices for non-European Union customer do not include sales tax and import duties.

This means non-EU customers may need to pay sales tax and/or import duties on their own once the product is delivered to the destination country. Customers are responsible for any additional customs, import duties, tax and shipping charges not otherwise collected by LulleVibes UG (haftungsbeschränkt).

In the very rare case where sales tax or import duty payments are required, you will be contacted by the shipping carrier to inform you of how to make the payment and next steps. Your package will include all necessary documents, such as the invoice and packing slip, to ensure a smooth customs process.

If packages are not claimed at customs and sent back to our facility, we are not obliged to refund your order or re-deliver the package free of charge.

See customs threshold based on country below:

  • Countries


Please consult customs and import regulations of your country if it’s not listed above.

You can contact us if you require any assistance or have any questions.



I haven’t received my package or I think my package may be lost, what can I do?

In the rare case you have not received your package within 21 business days of getting your tracking code or believe it has been lost, please contact us at hello@lullevibes.com with your order number. From there, we will work with our shipping partner, DHL, to determine the location of the package. In the meantime, you can also contact your local postal carrier to see whether they can track and find the package as well (this may speed up the process).

Shipping carriers typically request up to 21 business days to find lost packages. We kindly ask our customers to wait 14 business days after filing a lost package claim to see if your package can be found by the shipping carriers. We will require a signed statement that you have not received the package as per regulations imposed by our shipping partner, DHL.

If your package has not been found within 14 business days, we will issue a reorder and send you a replacement towel. Processing for lost packages may take up to 30 days after a claim has been made.

PS. Check your mailbox first as shipping carriers sometimes leave notes to inform customers of different drop-off locations (I.e. package left at a neighbors home, post office, delivery station etc.).



What is your return and refund policy?

We have a 14 day return and refund policy. You can return your towel for free within 14 days of receiving the product and get a full refund.

Please click here to return your product and follow the instructions. Once your return or exchange has been authorized, you will receive a prepaid return label via email that you can stick on the same package you received (stick the return label over and on top of the original shipping label). You can then simply bring your package to a postal carrier and ship it back.

All products must be returned with its original packaging and tags, otherwise, a refund cannot be issued.

Free return labels are currently only provided to the countries below:

  • Countries

 

You can contact us for further instructions if your country is not listed above.

Once we receive the returned product, we will issue a full refund. You should see the refund in your account within 5 business days. If you don’t receive the funds, please contact us.

Please note, we are not obliged to refund your order or re-send you a new product if the 14 day deadline has passed.

If you require any assistance with returns, please contact us at hello@lullevibes.com with your order number.

 

You can review our return policy here.



When will I receive my refund for a returned order?

Refunds take around 5 business days to be processed from the moment we receive the returned product and issue a refund. Processing times may be longer for certain countries and banks.

Please contact us at hello@lullevibes.com with your order number if your refund does not appear in your account within 5 business days of issuance.



My towel is defective or damaged, what can I do?

First, we truly apologize that you received a defect product. We pride ourselves on providing the highest quality products out there, so we will replace it free of charge as quickly as possible.

Please click here to report your defect product and follow the instructions within 14 days of receiving the defective or damaged product. You will need to include your order number, a short statement and picture of the defective or damaged product.

We will immediately authorize your exchange once we receive the request and ship you a new replacement towel.

We do not require you to return the defect towel but please dispose of it correctly by

Please claim your defect or damaged product within the 14 day deadline, otherwise we are not obliged to refund your order or re-send you a new product.

If you require any assistance with defect or damaged products, please contact us at hello@lullevibes.com with your order number.



I received the wrong order, what can I do?

First, we truly apologize that you received the wrong product. We pride ourselves on providing the best possible customer experience, so we will replace it free of charge as quickly as possible.

Please click here to report the wrong product and follow the instructions within 14 days of receiving the wrong product. We do require the wrong product to be returned to us, so once your exchange has been authorized, you will receive a prepaid return label via email. You can stick the return label on the same box (stick the return label over and on top of the original shipping label) and bring your package to a postal carrier to ship it back to us.

Kindly send us the wrong product with its original packaging and tags.

Free return labels are currently only provided to the countries below:

  • Countries


Please contact us for further instructions if your country is not listed above.

We will send you the correct order in the meantime.

Please claim your wrong order within the 14 day deadline, otherwise we are not obliged to refund your order or re-send you a new product.

If you require any assistance with receiving wrong orders, please contact us at hello@lullevibes.com with your order number.



How do I return my towel?



Why didn’t I receive plantable packaging?

Due to customs and agricultural regulations, we are unable to ship ‘plantable’ packaging to customers outside the European Union (due to the seeds).

Only EU customers will receive plantable packaging. All non-EU backers will receive packaging made from standard recycled paper instead of plantable seed paper.



How do I dispose of my packaging?

All our packaging is 100% plastic-free, recyclable, biodegradable or plantable. Check out how to dispose of your packaging below:

  • Box - 100% recyclable
    • Throw into the paper or cardboard recycling bin.
  • All stickers on the boxes - 100% recyclable
    • Throw into the paper or cardboard recycling bin together with the box.
  • Invoice, packing slip and document sleeve – 100% recyclable
    • Throw into the paper or cardboard recycling bin together with the box.
  • Thank you cards and belly bands for non-EU customers – 100% recyclable
    • Throw into the paper or cardboard recycling bin together with the box.
  • Thank you cards and belly bands for EU customers – 100% plantable and biodegradable
    • Follow instructions on the thank you card to plant your packaging.


When will I receive my tree planting certificate?


We plant one tree on behalf of customers for every towel order. You will receive a digital planting certificate by email after your order has been processed for delivery but before you receive your product. Please check your inbox (including spam and junk folders) for the email and certificate.

If you don’t find the email or planting certificate, please contact us at hello@lullevibes.com with your order number.



What are your customer response times?

We respond to all inquiries within 24 hours (and usually much quicker).

Please contact us at hello@lullevibes.com if you have any questions.



I can’t find an answer to my question in the FAQs, how can I get in contact with you?

If you still can’t find the answer to your question in the FAQs, please contact us at hello@lullevibes.com. We will get back to you within 24 hours (and usually much quicker).