Edited: My original review is below this, my experience didn't begin the greatest but customer service was able to turn that around! Less than 24 hours after posting this review, I had a reply from customer service stating that they had reversed my shipping fees ($12 US) to make up for the high customs. They also offered to pay for a tailor to resize my dress to fit better (as long as the cost doesn't exceed that of the dress). I can honestly say this is the best customer service I have ever received, and everyone I have mentioned this too has been amazed at how great Lulus has handled this situation. I will definitely be buying from Lulus again!

Original review:
I ordered a size medium in the Mood and Melody Washed-Blue High Low Dress from Lulus after measuring myself and comparing it with the sizing guide. I was actually slightly worried it might be too small on me, as my bust measures 39 which would mean a large might be better, but since the rest of my body measured at a medium size I went with a medium. The dress, while gorgeous material and colour, is huge on me! The quality is definitely great, I have no issues there, but the sizing is so off that it's not wearable. At the same time I don't want to return it for a smaller size, because of the absolutely ridiculous customs charges. I went in expecting some higher charges because of reviews I read (maybe $15, $20 tops) and I ended up paying $32 in duty, almost 50% of the price of the dress. I love all of the dresses on the site, and was actually planning on ordering all of my bridesmaids dresses from there.

I have used Lulu's multiple times and my wife and I are more than pleased. She's impressed by the way the clothes are packed, and how the shoes are boxed like they are very expensive merchandise. All her clothes and shoes have fit perfectly and she says they feel great. I am pleased because she looks great in them.

I ordered 5 white dresses as backups for a casual wedding ceremony. I ended up returning all of them using their shipping label, and I love that I received email confirmation every step along the way: initiating a return, the package being in transit to the Lulus warehouse, Lulus receiving the package, and Lulus processing the refund IN A TIMELY MANNER. Why can't all companies do this? I'm in Northern California not too far from them, so I'm sure proximity played a role in how quickly I was able to receive and return my items. Still, I had a great first experience with Lulus, and I'd totally return to the site. The quality of the items are pretty good, and that's fine because the price point reflects that.

My prom dress was supposed to be shipping to my house on a Friday, never showed, I tracked the order and it turns out it was sent to a whole different house in another zipcode. Before checking out my dress and buying it, I made sure my address and information was correct and no errors. Now I am short a prom dress and respect for lulus. I called customer service and the operator said that either I pay a fee to get my package or there is nothing I can do since the shipping error was MY fault. Disappointed.

UPDATE:
Shortly after this review, a woman from Lulu's was kind enough to give me a call and an email and was able to work something out. I'm impressed to see that a company can work with such diligence for its customers. Thank you.

Update: A few very kind women have reached out to me to help resolve this situation! I might have just been dealing with the wrong people in my first couple of interactions through the site! They are now doing everything they can to get me my dress on time. I really appreciate their help. Every website has flaws and some mess ups, I think I was just one of them! Overall, I think the company really strives the make their customers as pleased as possible.

I am so angry. I made this account just to share my thoughts about this company. I have never experienced such terrible customer service. I needed a last minute prom dress, and found one online that I really liked. My first issue was that on my computer the dress said "sold out" but on my phone there was still some in stock. I called and did a phone order and my dress was supposed to be expedited to me in 3 days. The package arrived on time, but when I opened it I saw they had sent me the COMPLETELY wrong dress! As if that was not bad enough, I called customer service as soon as I noticed the error and a lady named "Emma" told me she would have my correct dress shipped to me quickly free of charge, so it would arrive to me before my prom day. (4/28, tomorrow) My correct dress was supposed to get here today but when I got home I did not see a package so I checked my email to track my shipment with the order number she sent me. The order number she has sent me was not even a valid order number... I called customer service AGAIN and turns out my dress was not ever put out for shipment and was never even prepped. The lady I spoke to apologized on "Emma's" behalf, but that did not change anything. MY PROM IS TOMORROW! Lulus not only messed up once, not twice, but THREE times on my order. I will be telling all of my friends and family to never order from this site. This is absolutely ridiculous. Save your money and order from a company that will actually ship you the right dress and on time.

Customer service/loyalty mean nothing to this company. I truly love the designs and overall quality but goshhh returns are a nightmare. I purchased shoes, received them, tried them on... super cute and of course kept them, read threw away a box because hey I really didnt need it.
Once it was time to wear my pretty shoes I realize they are defective, left and right simply dont match what a disappointment. Unfortunately I had to return them but guess what. They refused to accept and after about 10 emails back and forth they still want to send me back these shoes for me to keep claiming they are not resellable... well maybe you shouldnt resell defective shoes, just a food for thought

Update! Since posting my review I have been in touch with customer service as they reached out to me. The rep who I dealt with was incredibly understanding and helpful and changed my opinion on Lulu's

I have received my order and all dresses were ordered to my size but absolutely nothing fit. Not only that but I was charged $125 for customs and if I were to return I will have to pay for return and won't be refunded full amount. This site is ridiculous! I was so excited for these dresses and to purchase from this site again.

Ordered a drsss on the 15th and delivery date was given between the 20th to the 24th and I was concerned that the tracking information kept saying shipping label created waiting for package on the end of the day on the 19th so I contact lulus to live chat the representative Louise kept saying I am sorry and the package was sent today to post office and package will still take 8 to 10 more day to delivered so it wouldnt be here by the 24th when I have a wedding on the 27th and It wont be here in time

The clothes from this website are very cute, and they seem reasonably priced, and likely are- for Americans only. I ordered two dresses, one shirt, and one necklace from lulus, totalling $164 USD.

I knew this would be more in CAD, but what I was not expecting was the additional $56 CAD I paid in customs. I was charged $218 CAD (conversion rate of 1.33) plus $56 CAD in custom fees, for a total of $274 CAD. That is almost double what my order appeared to cost.

Now for the worst part- one of the dresses fit weird on top, so I had to return it. I had to pay another $20 CAD for return shipping, and then when the dress was refunded to me, I was refunded $62 CAD- at an exchange rate of 1.24- so lulus uses a much lower exchange rate when returning items then it does when a customer is purchasing items. How does that make sense?

When all was said and done, it cost me $232 CAD for one dress, one shirt, and one necklace. Canadian customers- you are much better off going to Aritzia, you will think you are paying more but you are actually paying less, and for better quality.

I wish I had listened to the warnings of other reviewers. This website has the worst international process I've ever experienced.

I attempted to return a dress I ordered. I read through the instructions in the email which state We want to make this easy. Just print your return label, place it on your package nd drop it in the mail. I do as stated and drop it off at my local post office. This was 4 days ago so I decided I want an update on the status. I plug in the tracking number to google to find out this is actually a UPS tracking number not USPS. Now I am concerned and reach out to lulus via chat and phone. I explain that nowhere in the instructions did it specify it had to be dropped off at a UPS store/facility. The representatives told me I have to drive back to the post office and try to locate the package. This is turning out to be a nightmare and not easy as stated on their site. In the middle of planning a wedding this is very time consuming and stressful.

**UPDATE**
Lulus promptly contacted me and issued me a refund and addressed my concerns.

I have been ordering from Lulus since I was a sophomore in high school (2010). Their clothes are super cute, especially when you get tired of seeing the same ole stuff in the mall. I never hesitate to place large orders here and I am always satisfied with the quality of the clothes and sandals.

I recently placed an order of about $200 (a pair of sandals and 3 dresses + expedited shipping) in anticipation of going on a trip for my anniversary. I was so excited to see that my order had arrived. Except when I opened the large box, I discovered that only the sandals had been shipped. From there I call customer service to confirm everything was sent in one shipment. Everyone I spoke to was kind and expressed a willingness to help. However, what doesnt sit well with me is the fact that their protocol for something that would obviously be a packing error, is to shift the blame passively on the customer and whoever delivered the package. Now I am waiting probably 10 or so days for someone to close the investigation and tell me that the items were misplaced somewhere along the way.

I have the upmost respect for customer service as this is an industry that I work in and I understand that the customer is not always right. But from my perspective, I placed my trust in this company, and now I am going to possibly suffer a loss from this mixup. But hey, at least I got the shoes.

UPDATE: Customer service reached out to me within an hour of posting this review and replaced my items immediately and refunded my shipping. THANK YOU! So happy and pleased :) Can't wait for my items and to spread the word about Lulus!

First time ordering from this site and paid extra to get my clothes shipped early since I was going on vacation and wanted the items for the trip (obviously). The package says delivered but it clearly wasn't. Contacted customer support and all they could do was open an investigation with UPS and have me wait 8 days and then maybe they could give a refund or send a replacement if the dispute is resolved... WHAT? I've never had such awful customer service. This has happened before and other companies will immediately send me a new package with the same items while they investigate.
Maybe you're a small company, but please 1) give me a refund for the shipping and 2) expedite a new order so I'm left a happy customer...

Updated: A customer service rep reached out after the review, and handled the issue well. I am happy to say I will now continue to shop here. I have to say I am impressed with the way they handled the situation and as a customer feel valued. Thank you LULUs! Ps clothes a adorable!

Original:
I was so happy with the two (out of three) times I interacted with customer service about my return (before it was processed) they gave me re-assurance that everything was good. I put my item in the mail the day after return was processed on 3/2. I got an email 3/14 stating they received my package. And then 3/16 they told me I was charged for shipping because I did not ship it within 7 days. Customer service agent told me I shipped it 3/14. And didnt believe me that I had an email stating they RECIEVED it 3/14. I have a hard time believing USPS would deliver an item within 12 hours from so cal to nor cal. Come on! Big thumbs down when you call customer a liar. Also no way to send them screen shots on my emails.