To be eligible for a refund or exchange, the product must be in the same undamaged condition as received, with the original Lelu ticket attached. Each order is entitled to one Exchange process or one Refund process.

Please note that damaged products, items with removed Lelu tickets, or return requests made after 14 days from the date of receiving the order, are not eligible for a refund or exchange.

*Unfortunately, at the mean time we do not process exchanges and refunds for international orders (outside Egypt).

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NOTE:  On-sale and discounted items are NON-refundable, and are only eligible for a same-product size exchange.

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Kindly be informed that shipping fees are non-refundable. If you request an exchange, you will be responsible for covering any additional shipping costs.

However, in the case of receiving a damaged, defective, or incorrect product, we are pleased to offer a full cash-back or a free exchange - according to your preference.

Online orders are subject to post-purchase actions via the below e-form only, offline actions will not be supported.

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Store purchases:

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All in-store purchases, refunds and exchanges are exclusively processed at the respective store.
We kindly request that you keep the original purchase receipt and ensure the product's ticket is attached for the process. To be eligible for a refund or exchange, we kindly ask that the item is returned within a 14-day period from the date of purchase.

No online orders can be exchanged/refunded at store.

We take pride in the quality of our products, if you encounter any material or manufacturing defect in your Lelu piece within 1 month from receiving the order, don’t hesitate to reach out to us. We are committed to rectifying the situation and ensuring your satisfaction with our products.