Terms and conditions

September 2022

The Company

Terms and conditions and administration of purchases and sales on lulab.com are carried out by:

LULAB A/S

Østre Teglværksvej 24

3450 Allerød, Denmark

Phone: 48135000

E-mail: contact@lulab.com

CVR: 15560738

Product information

The most important properties of the products are stated on lulab.com. If you have further questions about our products, please feel free to contact us at +45 48135000 or at contact@lulab.com.

Ordering products

When you send an order via lulab.com and lulab.dk, the order is a binding offer to buy products in accordance with these terms and conditions. Before you approve your order, you will have the opportunity to correct or delete products that you have added to the shopping cart and change the information you have provided in connection with your purchase. Your order is not shipped or binding until you have clicked pay order.

Prices and payment

The price for a product is the price that is stated on lulab.com/lulab.dk at the time of ordering. The order might be subject to misprints. The price for potential delivery is stated on your order, and the total price for your order appears on the order confirmation.

All prices for products on lulab.com/lulab.dk are valid until they are changed. The prices are stated in Danish kroner incl. VAT or Euro incl. VAT, but excluding delivery costs. It is possible to pay with VISA, Mastercard, Maestro, Google Pay, Apple Pay, and MobilePay. We don’t charge a transaction fee.

LULAB only deducts the amount from your account when the respective order is ready for dispatch. Once the transaction is completed, it will appear in your account. When paying by credit or debit card, your information is sent directly and SSL encrypted to LULAB's payment provider. LULAB thus has no access to your payment information at any time.

Order confirmation

LULAB sends you an electronic order confirmation to confirm your purchase. The order confirmation contains the order number, name, address, delivery address, payment method, specification of the ordered products and the total price incl. any delivery costs. LULAB receives a digital copy of all orders, but it is recommended that you keep the order confirmation yourself, as it contains important information about the purchase. The order confirmation is also relevant if you have objections to the purchase. A final agreement has been entered when the order confirmation has been sent from LULAB, and the agreement covers the products that appear in the order confirmation.

When you receive the order confirmation, it is recommended that you review it and contact LULAB immediately if you believe it contains errors or inconsistencies. What is stated in the order confirmation is valid, unless you submit objections in writing immediately after receiving the order confirmation, as LULAB sends the product immediately after the order is received.

Delivery

At LULAB our products are made to order. We don’t produce them until they are ordered by you. We ship our products directly to you from our production facilities in Allerød, Denmark, with your desired shipping method. Our goal is that we ship your order 1-3 days after you received your order confirmation. Sometimes unforeseen challenges can happen that might delay the delivery. If these challenges are related to the product, we will contact you right away. If these are caused by the delivery service, please contact the courier service you chose for delivery directly.

If you have questions in regard to your order, we are always ready to help you. We have internal tracking on all our products until they are shipped out of our production facilities. After this the tracking is transferred to the delivery courier. All packages are shipped with track and trace, and if you have questions about your shipment, we refer you to the delivery courier and contact them directly. The delivery costs associated with your purchase appear on your order as well as order confirmation and will be charged along with your payment for the purchased item.

Subscriptions

When you subscribe to the products, you receive repeated deliveries. The deliveries are based on the duration of the subscription and the intervals you choose. Your payment information will be stored securely, and you will be charged for each of these deliveries unless you choose to pay in advance. Some subscriptions may be automatically renewed at the end of their duration. If you do not want to renew a subscription, you can cancel it. If you wish to cancel or change your subscription, you can do so at any time. Your order confirmation e-mails include links to your order. You can manage your subscription from there. See our return policy for more details on returns and refunds.

Damaged products

LULAB is responsible for the products until you receive them. Therefore, if the products are damaged when you receive them, you must contact our customer service as soon as possible at contact@lulab.com. Please attach a picture of the package and the damaged products when you contact us.

Returning customised products

All our products are custom made uniquely for you and your hair. At the same time, it means that we can not accept product returns. If the products happen to be damaged, we take care of it, and if you are not satisfied with them, please reach out to us. See how below.

Satisfaction guarantee

At LULAB, we have a 100% satisfaction guarantee when it comes to our products. If you are not happy with your products, we refund the order amount excluding shipping costs, if you return the products within 30 days after you received them. We will refund the amount to your credit card, after we have received the products. Please contact customer service at contact@lulab.com. We are ready to help you.

Right of cancellation

At LULAB, we do not make pre-made products, as each product is created uniquely for you. At the same time, this means that you accept that the production of your order will begin immediately after your order is placed, and you therefore do not have the opportunity to cancel your purchase.

If you want to complain

If you wish to complain about your purchase, you can contact us on the telephone number +45 48135000 or by writing an e-mail to contact@lulab.com. You can also submit a complaint about an item that you have purchased from us to the Center for Complaint Resolution at the Danish Competition and Consumer Authority, Carl Jacobsens Vej 35, 2500 Valby. You can complain to the Center for Complaint Resolution via www.forbrug.dk.

You can also use the European Commission's online complaints portal when submitting a complaint. This is especially relevant if you are a consumer residing in another EU country. The complaint is filed here: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage. When submitting a complaint, please provide our e-mail address: contact@lulab.com.

Duty to check for product damages

When you receive your purchase, you must examine them to make sure it is in the correct condition and is not damaged. Please make sure to send you complaint in due time after finding out about the damage.

Personal information

Read our privacy policy here.

Cookies

LULAB uses cookies to optimize the customer journey. Find our cookie policy here.

Newsletters and e-mail marketing

When you provide your e-mail in connection with a purchase from LULAB, you also give your consent that LULAB may use the e-mail address to contact you regarding the current agreement and for the marketing of similar products, unless you have specifically denied this term. Furthermore, LULAB may generally use the e-mail address to market products and services to you to the extent that you have agreed to receive the marketing e-mails. You can always opt out of receiving marketing e-mails by using the link in the electronic marketing e-mails that you have been sent.