Q & A

Are you manufacturer?

We are a wholesaler which have ourselves factory and original brand factories connection.

Do you have any stores or locations?

No, DIYLULU.COM is strictly an Internet retailer, we do not have any retail stores or locations.

Where do you ship to?

We ship worldwide.

How can I pay?

We accept Paypal payment.

How can I order?

Please create an account on our website. Follow the steps to checkout. After that you just need to send the payment and the order normally will be shipped within 2 days.

How do you package orders?

It comes in double packaging

Do you accept returns?

NOTE: Buyers are responsible for shipping costs and lost packages, we will only issue refunds after receiving the returned item.

Is your stock information accurate?

Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfil all your items at the time of purchase. In this instance, we will contact you about whether you would like to await restocking of the back-ordered item(s) or pay an additional uplift shipping charge to ship the in-stock products, or if you would prefer for us to process a refund for the order.

How long is the dispatch Time?

Orders are usually dispatched within 1-2 business days of payment of order unless specified on the product page. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

How long is shipping time?

Generally, orders shipped internationally are 7 - 22 days in transit. This depends greatly on the courier you have chosen. Delays may occur due to weather or holidays.

Can I change Of Delivery Address?

For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

What happens if the delivery Time Exceeded?

If the delivery time has exceeded the forecast time, please contact us so that we can conduct an investigation.

What if the package is damaged in transit?

If you find that your package is damaged in transit, if possible, please reject the package and contact our customer service. If the package has been delivered without you being present, please contact customer service with next steps.

Do I have to pay the import Duties & Taxes？

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and DIYLULU encourages you to be aware of these potential costs before placing an order with us. If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to DIYLULU at the customer's expense. The customer will receive a refund for the value of goods paid, minus the cost of the return shipping provided the goods arrive at us in the original condition and are not damaged in any way. The cost of the initial shipping will not be refunded in this case. If returned goods do not get to us for any reason, we cannot be held liable and reserve the right not to issue a refund for the goods.

Can I cancel my order?

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. All cancellation requests need to be put in writing and emailed to our support team at pengchen336@gmail.com If an order has already been dispatched, please refer to our refund policy.

What is your website's insurance about?

If you have insurance, DIYLULU.COM is responsible for any customs duties, loss or detention of the goods in transit. However, if you do not have insurance, you will be responsible for all of the above.

What is the process for parcel lost in transit.

If the package is accidentally lost in transit, we will communicate with the courier company to settle the claim. If the package is accidentally lost after delivery, please contact the local courier company responsible for the package to get the complaint code, and then provide it to us We will then find the courier company claims. But this process is very long, sometimes can not get the claim. So please make sure you get the package in time or buy our insurance.