Refund policy

At luolai.com, we want you have happy shopping trip. That’s why we work hard to ensure you’re always 100% completely satisfied with your purchase, so you never have to return it. However, in the unlikely event you need to, we’re ready to make it right!

Cancellation

We accept cancellations within 24 hours of payment of your order. If the order is cancelled you will get a full refund.

Since it is a custom product, we can not cancel the order if the product is finished and shipped, and it does not support returns and refunds.

Custom Item

Our products are all customized by your references (including hardware cut to your size). That are unique for us, and we cannot transport to another customer, so we do not agree with return generally unless there are quality issues.

Our products that can be returned or refunded within 30 days of receiving must meet both of the following conditions, and must offer pictures to proof:

l Faulty items damaged/broken or in the incorrect size/color upon arrival.

l Items are unused, drapery with tags and unaltered.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at intservice@luolai.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at intservice@luolai.com.

Non-Custom Items

Swatch/Sample Booklets: Not eligible for returns.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. 

Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at intservice@luolai.com.

Please contact our Customer service at intservice@luolai.com to get more information you need.