HOW DO I PLACE AN ORDER?

• Register as our member from luluthepiggy.com. 
• Please review product page for information such as product specifications, size, and expected shipping date before adding your desired items to your cart. 
• Complete your shopping cart or proceed to the payment page. 
• Proceed to final shopping cart checkout.  
• Please read the terms and conditions in checkout page. 
• Input your personal details and shipping address upon checkout. 
• Complete your purchase. 
• We will process and ship out your order as early as possible.

WHY I CANNOT RECEIVE MY ORDER CONFIRMATION LETTER?

You may have entered an incorrect email address or not completed your order. Please include your order number (Or your name, phone number) and correct email on our CONTACT US form. We will follow up your order or resend confirmation email.

CAN I CHANGE MY DELIVERY ADDRESS AFTER MY ORDER IS CONFIRMED?

Please include your order number and correct delivery address on our CONTACT US form.
*Please note that handling fee HKD10 may be collected from us or delivery company if your order has already been shipped.

CAN I CANCEL MY ORDER?

You may cancel your order within 24 hours of placing your order. For order cancellation, you will be charged 3% handling fee of the order or HKD20, whichever is higher.  
Please note that under certain circumstances, orders are not eligible for cancellation.  

• Order has been shipped
• Package has been opened 
• All items bought on sale are final 

Please note that gift card code and discount code used in the order would be voided and refund would not be made for the discounted amount.  

WHEN WILL I RECEIVE A REFUND FOR CANCELLATION AFTER MY CARD PAYMENT?

You will receive a refund confirmation email. Due to the way and date credit card company process refunds to a card. The refund will take 2-5 working days to your card-issuing bank. Please contact your bank to check when the refund will return to your bank account.

HOW CAN I EXHCHANGE OR REPLACE PRODUCT DUE TO PRODUCT DEFECTIVE OR WRONG PRODUCT?

If delivered item was different from your order, or purchasing item broken or stained, we will accept product exchanges/replacements. Please fill in PRODUCT EXCHANGE FORM within 7 days of delivery or purchasing in stores. We will follow up your case for product exchange and replacements after approval.

Please note that we only accept one-time exchange. Returns without prior communication with us will not be accepted. Receipt must be provided for product exchange services. For delivered item was different from your order, returned item must be in the original undamaged packaging.

WHAT PAYMENT METHODS CAN I USE ON LULUTHEPIGGY.COM?

Luluthepiggy.com accept Credit cards & PayPal. You can also use the balance in your VISA, Mastercard, American Express, or Paypal account to make a payment through Paypal.

IS PAYMENT SECURE USING PAYPAL?

PayPal processes payments using an encrypted server and does not require credit card information to be sent directly to the seller.

IN WHICH CURRENCY WILL MY ORDER BE SETTLED?

Order is settled in Hong Kong Dollars (HKD) only.

IS MY ORDER ENJOY THE FREE SHIPPING OFFER?

Only order with shipping method states with [免運費FREE SHIPPING] enjoy free shipping offer. Free shipping is only applicable to one-time checkout orders. You can enjoy free local shipping (HK) upon spending of HKD600 after discounted. Please note that products stated with [*This item is not include in the FREE LOCAL SHIPPING promotion.] and gift card value are not included as calculation of free local shipping with purchase over HKD600.

WHAT IS MY ORDER SHIPPING METHOD IF IT IS STATED WITH [SHIPPING] OR [順豐速遞 SF-EXPRESS (運費到付COLLECT UPON ARRIVAL)]?

[順豐速遞 SF-Express (運費到付 Collect Upon Arrival)]: Order is delivered by “SF Express” in the form of “Collect on delivery (COD)”, which means the shipping fee or tax duties will be collected by the courier at the time of dispatch.  

[Shipping]: Order includes products stated with [*This item is not include in the FREE LOCAL SHIPPING promotion.] Order is delivered by “SF Express” in the form of “Collect on delivery (COD)”, which means the shipping fee or tax duties will be collected by the courier at the time of dispatch.  

Please note that FREE/$0 shown in checkout – shipping page and order confirmation email with the above shipping methods indicates our website does not collect any shipping fee or tax duties. They will be collected by the courier at the time of dispatch.  

If gift card is added on your order with HKD600 products that is included in the free local shipping promotion, your order shipping method may be shown as [Shipping]. We will arrange free local shipping for your order. 

CAN I PURCHASE FROM OVERSEAS?

Luluthepiggy.com supports to ship worldwide. For Oversea orders, shipping fee are shown in checkout page after input shipping address. We may contact you through email if extra shipping cost is required due to price adjustment of delivery company.

For China/Taiwan/Macau, order shipping method is [順豐速遞 SF-Express (運費到付 Collect Upon Arrival)], is delivered by “SF Express” in the form of “Collect on delivery (COD)”, which means the shipping fee or tax duties will be collected by the courier at the time of dispatch. Shipping fee is counted by actual gross weight or volumetric weight, you are welcome to enquiry shipping fee by including product wishlist on our CONTACT US  form.

WHEN WILL MY ORDER BE SHIPPED?

Local order (Hong Kong)/China/Taiwan/Macau: Order will be shipped within 5 working days after comfirmation.  

Overseas order: Order will be shipped within 10 working days after comfirmation. 

Delivery time may be affected by seasonal holidays (i.e. Christmas, Chinese New Year, and Easter) or in the situation of overwhelming orders. Delivery will be delayed if a typhoon signal No.8 is raised or a black rainstorm warning is in effect. 

WILL I RECEIVE A NOTIFICATION AFTER MY PRODUCT IS SHIPPED?

You will receive an email notification with an order tracking number and receive your order within 2-10 working days normally. You can track order status through below website. 

 [SF Express] Track and Trace: 
https://htm.sf-express.com/hk/en/dynamic_function/waybill/ 

[EMS] Track and Trace: 
https://www.hongkongpost.hk/en/mail_tracking/index.html 

CAN I PICK UP MY ORDER IN STORES OR OFFICE?

Sorry. We do not have an order self-pickup service from our stores or office.

HOW CAN I IDENTIFY ORIGINAL PRODUCTS?

The packaging is labeled with the anti-counterfeiting label for identification purposes. Please check with the label to distinguish the products are best quality guaranteed and shop at luluthepiggy.com or authorized distributors.

HOW TO PURCHASE AND ACTIVATE LULU THE PIGGY GIFT CARD?

You can add-on LuLu The Piggy Gift Card Upon Any Purchase. It can be applied to your next purchase at luluthepiggy.com.  

After receiving the gift card, you will get a discount code after scratching off the white area on the back of gift card. 

Apply the discount code into your order when check out in luluthepiggy.com. 

DO LULU THE PIGGY GIFT CARD VALUE IS COUNTED IN FREE LOCAL SHIPPING OR ADD-ON PROMOTION OFFER?

Gift card value is not included as calculation of free local shipping with purchase over HKD600 and add-on promotion offer.

TERMS & CONDITIONS FOR LULU THE PIGGY GIFT CARD

• Gift Card can be applied only to purchases at luluthepiggy.com. 
• Each code can be used only once. Only one code can be used per order. 
• Gift card are non-refundable, non-exchangeable, non-rechargeable and cannot be redeemed for purchases made from TOYZEROPLUS Select, authorized resellers and retailers, in any form as cash. 
• Gift card will remain active and non-refundable once it has been sold from luluthepiggy.com. 
• Luluthepiggy.com is not responsible for the remaining value of the gift card due to the lost/stolen. 
• Additional payment will be required if the purchase price of your ordered items from luluthepiggy.com exceeds the value of gift card. Gift card are also not for resale. 
• Gift card are available while stocks last 
• If your order cancellation is approved, gift card code used in the order would be voided and refund would not be made for the discounted amount.  
• By purchasing or using the gift card, you agree to accept the terms and conditions of gift card. 

HOW CAN I RECEIVE THE LATEST PROMOTION DETAILS?

You may register as a member or subscribe to our newsletter to know about Events and Exclusive Offers! You may also follow our Instagram: @luluthepiggy_official .

WHO SHOULD I ASK FOR ASSISTANCE?

Please feel free to fill in CONTACT US or email luluthepiggy@toyzeroplus.com. Our Customer Service Team will be happy to assist you.