Terms of service

Welcome to LuluThreads. The terms on this page cover your use of https://luluthreads.com/ (the "Website") and of every product and service we offer through it. Novaro runs the Website; its address and registration details follow below.

As soon as you browse the Website or use one of its services, these terms apply to you and you are legally bound by them.

LuluThreads is run by Novaro, which is listed in the Netherlands Chamber of Commerce (KvK) register under number 92668550.

Store name: LuluThreads
Company name: Novaro
Company number: 92668550 (KvK, Netherlands Chamber of Commerce)
VAT number: NL003447642B43
Address:
Dorine Verschureplein 6a
Elsloo 6181 AS
Netherlands
Email: support@luluthreads.com

There is no need to create an account: you can look around and check out as a guest. By ordering from us, you confirm that you agree to these terms.

LuluThreads sells relaxed everyday clothing and shoes for women and men. This page sets out what Novaro and every visitor can expect from each other.

Please stay away from the Website and our services if you cannot accept these terms.

On this page, the words "we", "us" and "our" all mean Novaro, the company behind the Website.

New features, services and updates fall under these terms from the moment they go live. You will always find the current version right here. Novaro can revise these terms whenever needed, and a revision applies once it is published. Your order follows the version that was live on the day you placed it.

The shop itself is hosted by Shopify Inc., the platform that powers our online store.

SECTION 1 – ONLINE STORE CONDITIONS

To agree to these terms, you must be at least 18 years old and legally able to enter into a contract where you live.

Using the Website for anything illegal, or in a way that infringes copyright or any other rule, is not allowed.

Never try to place viruses, harmful code or other damaging software on the Website.

Breaking any of these conditions can lead to an immediate end of your access to our services.

SECTION 2 – GENERAL CONDITIONS

We decide who may use the Website and our services, and we can deny or limit access for anyone.

Your information, apart from card details, may pass through several networks and be adapted along the way to fit technical standards. Card details are encrypted every time they travel across a network.

Written consent from us is needed before any part of the Website, our services or our contact details is copied, resold or used commercially.

Headings on this page only help you find your way; they have no legal meaning of their own.

SECTION 3 – ACCURACY AND TIMELINESS OF INFORMATION

Keeping the Website accurate matters to us, yet some information may be incomplete or out of date. What you read here is general information, not personal advice for your own situation.

Some older pages may stay online as an archive. Keeping content updated is our choice, not our obligation, so please check back for changes yourself.

SECTION 4 – CHANGES TO PRODUCTS AND PRICES

Our prices can change without advance notice. Every item travels straight to you from our supplier in China. If customs or import duties apply, they are the customer's responsibility and are not part of the price.

We may adjust or discontinue any product, service or part of the Website when we see fit.

A price change, a pause in service or a discontinued product does not make us liable to you or to anyone else.

SECTION 5 – PRODUCT INFORMATION

Certain items are sold online only, and shipping depends on current availability. For returns and exchanges, the steps are set out in our Refund Policy.

We photograph and describe every product as carefully as we can. Colors can still look slightly different depending on your screen.

We may sell certain items only in some regions or to some customers, and product details can be updated at any time. Offers are void wherever the law prohibits them.

We cannot guarantee that a product will match every personal expectation, but your statutory warranty rights always remain. An item that arrives damaged, defective or incorrect is replaced at no cost to you, as Section 20 explains.

SECTION 6 – ORDERS AND PAYMENT INFORMATION

Whether we accept an order is our decision: we can decline or cancel it, or cap the number of items per person, household or order. We reach out using the contact details you gave us if your order is affected. When we cancel a paid order, or refuse one, the money comes back as a refund of the whole amount within 7 days, on the card or account you paid with.

Your order becomes binding once we have processed it, which is when it leaves us for shipping. Until then, you can change or cancel it free of charge by emailing support@luluthreads.com.

Please double-check that your name, address and billing details are right when you order.

Our Refund Policy has more details.

SECTION 7 – THIRD-PARTY TOOLS AND SERVICES

Sometimes we offer tools or services run by other companies. We do not monitor or control them.

Those tools come "as is", with no warranty or guarantee of any kind, and using them is your own decision and risk.

Before you use them, take a look at the provider's own terms and policies.

Future tools and features on the Website fall under these terms as well.

SECTION 8 – THIRD-PARTY LINKS AND CONTENT

Content, links and offers from other companies may appear on the Website.

We include outside links purely for your information. What happens on those sites, and what they publish, is outside our responsibility.

Read the terms and privacy policy of another website before you use it, and take any question or complaint about its products to that company.

SECTION 9 – USER SUBMISSIONS AND FEEDBACK

When you send us something, such as a review, an idea or a contest entry, you allow us to use, copy, publish and share it in any form, without restriction.

We do not have to keep what you send confidential, pay you for it or reply to it.

We can take down any content we find inappropriate, offensive, defamatory, obscene or unlawful.

By submitting content, you promise that it respects the rights of others, carries no harmful code and is truthful. The responsibility for it lies with you.

Content posted by other users or third parties is not our responsibility.

SECTION 10 – PERSONAL INFORMATION

Our Privacy Policy covers any personal information you share with us through the store.

SECTION 11 – ERRORS, INACCURACIES AND OMISSIONS

Now and then the Website may contain a typo, an inaccuracy or a missing detail, for example about a product, a price, a promotion, shipping costs, delivery times or stock.

When we spot incorrect information on the Website or a related site, we may fix it, update it or cancel the affected order, even after you have ordered. If we cancel your order, we let you know by email, and if you already paid for it, you receive a full refund as set out in Section 6.

Unless the law requires it, we have no duty to update or clarify information on the Website or on linked platforms, prices included. A "last updated" date does not mean that everything on the page has been reviewed or is still correct.

SECTION 12 – PROHIBITED USES

Beyond the rules above, you agree that you will not use the Website or its content to:

(a) do anything illegal under the rules that apply;
(b) persuade others to act illegally;
(c) break any law that applies to you, whether local, national or international;
(d) infringe the intellectual property of Novaro or of anyone else;
(e) bully, threaten, insult or defame other people, or treat them unfairly because of who they are;
(f) post content that is untrue, deceptive or meant to mislead;
(g) upload viruses, malware or any code meant to harm the Website or how our services run;
(h) harvest or monitor someone else's personal data without their consent;
(i) send spam, or engage in phishing, scraping or anything similar;
(j) pursue unethical, immoral or offensive goals;
(k) bypass or tamper with the security of the Website or of connected sites.

Breaking these rules can cost you your access to the Website.

SECTION 13 – DISCLAIMER OF WARRANTIES AND LIMITATION OF LIABILITY

We do not guarantee uninterrupted, timely, secure or error-free access to the Website.

There is also no promise that information generated through our services is free of mistakes.

We may take the Website offline for a while, or close it for good, at any moment and without warning.

Using the Website, our products and our services is at your own risk. To the extent applicable law permits, everything is supplied "as is" and "as available", without express or implied warranties such as merchantability, fitness for a particular purpose, durability, title or non-infringement. This section never reduces what we promise for damaged, defective or incorrect items in Section 20, what our Shipping Policy says about lost packages, or the rights the law gives you.

Novaro, its staff, partners, suppliers and affiliates accept no liability for direct, indirect, incidental, special or consequential damage, such as lost profits, lost data or replacement costs, even when warned that such damage could occur. If the law restricts these limits, our liability is capped at the lowest level the law permits.

SECTION 14 – INDEMNIFICATION

If a third party brings a claim, demand or charge against Novaro or its affiliates, subsidiaries, employees, agents or directors because you broke these terms, broke the law or violated someone else's rights, you agree to defend them, to hold them harmless and to cover the resulting costs, legal fees included.

SECTION 15 – SEVERABILITY

Should a court find part of these terms invalid or unenforceable, that part is applied as far as the law allows and all other parts keep full effect.

SECTION 16 – TERMINATION

Anything owed or agreed before this agreement ends still has to be honored afterwards.

You may end the agreement whenever you like: stop using the Website and let us know.

We may end it without warning if you break these terms. Earlier obligations then stay in place, and your access to our services can be suspended.

SECTION 17 – ENTIRE AGREEMENT

Choosing not to enforce part of these terms at some moment never means that we have given up that right.

Together with the policies and notices they mention, these terms are the full agreement between you and Novaro. They take the place of all earlier agreements, whether spoken or written.

If a term in these terms is unclear, it is read in the way that is most favorable to you as a consumer.

SECTION 18 – GOVERNING LAW

Dutch law applies to these terms and to every agreement under which we provide our services. Nothing here takes away the rights that mandatory consumer law in your own country gives you.

SECTION 19 – CHANGES TO THESE TERMS

The text on this page is always the version of these terms that applies today.

Novaro can update, change or replace parts of these terms by posting the new text on the Website, so it is worth checking back from time to time. Continuing to use the Website after an update means you accept the new version.

SECTION 20 – RETURNS AND REFUNDS

A piece that does not work out for you can come back. This section describes, step by step, how returns and refunds work at LuluThreads.

Your return window

You have 60 days from the day your order is delivered to ask for a return.

What we can take back

Please send items back unworn and unwashed, in the condition they reached you, together with the original packaging.

No restocking fees

We never deduct a restocking fee. Your refund covers the full price you paid for the items you send back.

How to start a return

Send an email to support@luluthreads.com with your order number and we will guide you through each step. After we receive your request, we send you the return address to use. Please do not mail items back to the sender's address on your package.

Return shipping

Return shipping costs are yours to pay. Returns go to our supplier's return center in China, which means your parcel travels internationally and international postage rates apply. We suggest a tracked service, so you can follow your return until it reaches us.

Damaged, defective or incorrect items

If an item arrives damaged or defective, or it is not the item you ordered, let us know within 14 days of delivery. Email support@luluthreads.com with your order number and a photo that shows the problem. You do not have to send the item back, and we ship you a replacement free of charge.

Exchanges

Rather have another size or color than a refund? We can arrange an exchange on request: you keep the item you have, and we ship the new size or color to you at no cost. Simply mention it when you get in touch.

Refunds

We check your return when it arrives and then refund the payment method you used within 7 days. Depending on your bank, it can take a few more days before you see the money on your statement.

Questions about a return?

We are glad to help. Write to support@luluthreads.com or use our contact page and a member of our team will get back to you.