Need Help?


Lauren and Luela are always here... send them an e-mail with any questions about product, orders, or fit. We also love feedback; your opinions on products mean the most... or just say hi! contact@luelle.nyc

All about LUELLE

Is this product available anywhere besides LUELLE.nyc?

We love selling direct to our girls and we want to keep it that way. You can only get this product on our website, this way we are always in tune with our community of muses.

When is the next product launching?

We can't wait for you to get your hands on all the amazing styles we're developing. Stay in the loop and be the first to know when our new products launch - follow us @luelle.nyc

How do I take care of my LUELLE’s?

We love our LUELLE panties and want them to last forever, because we use exceptionally high-end mesh normally reserved for luxury lingerie we always and only hand wash our LUELLE and they dry in a few hours.

Order Questions

How can I update my order?

E-mail us at contact@luelle.nyc as soon as possible if you would like to cancel or change your order. Our fulfillment center processes orders quickly, but we’ll do our best to process your request.

How can I check the status of my order?

You can view order status on your Account page which will be updated as soon as you are charged for your shipment and again once your order ships.

Can I use multiple promo codes at checkout?

Only one promo code will work during checkout.

Shipping

Where does LUELLE ship?

LUELLE currently ships to the 50 states and Puerto Rico. You may experience longer delivery times when shipping to Hawaii, Alaska, and Puerto Rico. We are working on shipping our intimates internationally, in the meantime e-mail us at contact@luelle.nyc and let us know where you live so we can expedite our process for shipping to you!

Shipping Rates

Sometimes you need to have your LUELLE right away, don't worry... you can! See our offered shipping standards below.
  • Standard (5-9 business days): $4.50
  • Preferred (3-7 business days): $10
  • Expedited (2-3 business days): $15
  • Rush (1-2 business days): $25
Because you love a lot of LUELLE all at once, we offer free standard shipping on all orders over $90!

When will my order ship?

Ordering your LUELLE will take a few seconds, processing will take us 1-2 business days, (all orders placed after 1 PM ET will be processed the next business day) We then hand it over to FedEx or USPS. You'll get an e-mail with your tracking number as soon as it's on its way to you!

How long will it take to ship to Alaska, Hawaii, and Puerto Rico?

Most likely a few extra days will be added, shipping to these states will take about 11-15 business days.

I'm having problems with the tracking.

No worries, in a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can at contact@luelle.nyc. We're here to help!

How can I edit my shipping address?

If your order is shipping to an incorrect address, please e-mail contact@luelle.nyc or call 347.645.5056 immediately and we will get your package back on the right track!

Returns & Exchanges

Due to the nature of the product we cannot accept returns on panties.

Billing

When will my credit card be charged?

Your credit card will be charged as soon as your order is accepted and processed.

Can I remove a saved payment method?

You can make this change on your Account page. If you need help, e-mail us at contact@luelle.nyc.

What forms of payment do you accept?

We accept all major credit cards.

What can I do if my payment is declined?

Check some of the below...
  • Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
  • Is your card expired?
  • Your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check with them before trying your card again.