Shipment FAQ
Shopping at Poly Lulu is quick and easy 💖 Here’s how to place your order:
Step 1: Create an Account (Required Before Checkout)
•Click the 👤 icon on the top right of the page
•Enter your email address and submit
•You’ll receive a secure login link via email — no password needed
•Click the link in your email to log in and start shopping!
Step 2: Explore our latest styles — you might just find your new fave ✨
Step 3: Love it? Pick your size and tap ‘Add to Cart’ 💖
Step 4: Almost there! Just fill in your details and complete payment—your parcel is on the way!
We ship with NinjaVan from our warehouse in Malaysia, and your order is handed over to Flash Express for last-mile delivery within Thailand.
Your tracking is split into two stages:
Stage 1 — NinjaVan (Malaysia)
Once your order is dispatched, a NinjaVan tracking number will be sent to you by email.
⚠️ If NinjaVan shows "Delivered" — this means your parcel has reached the Thai border, not your doorstep. Your order is still on its way.
Stage 2 — Flash TH (Thailand)
Once your parcel arrives in Thailand, a Flash TH tracking number will be updated on your order page at th.polylulu.com and sent to you by email within 3 business days.
Flat rate shipping fee of THB 150 for all orders within Thailand.
Free shipping on orders THB 2,500 and above.
Free shipping thresholds are subject to promotional campaigns and may vary.
Once your order is placed, our team processes it quickly to avoid delays — so we're unable to make changes once confirmed, including item edits, address updates, or cancellations.If you've made a mistake, please contact our customer care team via Line Official Account ID: @215tlbgk as soon as possible. While we can't guarantee changes, we'll do our best to assist if the order hasn't shipped yet.
We aim to dispatch orders within 1–2 working days after payment confirmation.
Estimated delivery: 7–14 working days
(Excludes weekends and public holidays. Delivery may take longer during peak periods or promotional campaigns.)
For delivery status enquiries, please contact our courier directly.
If your order hasn't been packed and shipped yet — yes! Please contact us via Line Official Account ID: @215tlbgk.⚠️ DisclaimerOnce your order has been handed to the courier, we're unable to change the address. For any redirection, please contact the courier directly.To avoid delays, please double-check your shipping details before checkout. 💛
After checkout, you'll receive an order confirmation email with your order details. Once your package is shipped, a NinjaVan tracking number will be updated.
You can also log in to your Poly Lulu account to check your order status and tracking updates.
For Thailand tracking, please refer to Q2 above.
Payment or Order FAQ
We accept the following payment methods:
Shopify Payments
- Visa
- Mastercard
Omise Thailand (you will be redirected to a secure payment page)
- PromptPay
- Rabbit LINE Pay
- Online Banking
All payments are processed securely. If you experience any issues at checkout, please contact our customer care team — we're happy to help!
Please double-check your shipping address and contact number before completing your order. Accurate details help ensure smooth and timely delivery.If you notice an error, contact us via Line Official Account ID: @215tlbgk — we can assist if the order hasn't been dispatched yet.
To ensure your order is processed and dispatched as quickly as possible, we're unable to modify orders once they've been placed. This includes changes to items, sizes, colours, shipping address, or discount codes applied.
If the order has already been processed and the items received are not as expected, we recommend submitting a return request in accordance with our Return Policy.
To avoid mistakes, please review your order carefully before confirming.
While you cannot cancel an order directly from your profile, you're welcome to contact our Customer Care team to check if cancellation is possible based on your order status.
Our team will review your request and get back to you as soon as possible.
Return and Refund FAQ
You may return eligible items within 7 days of receiving your order.
Items must be:
• Unworn and unwashed
• With original tags still attached
• In original packaging
We do not accept returns for:
• Sale or final clearance items
• Underwear (PO'BRA) and accessories (for hygiene reasons)
• Items with stains, perfume, or visible signs of wear
• Modified items (altered, cut, embroidered, or printed)
• Free gifts or promotional giveaway items
Refund policy:
All approved refunds are issued as Po'Nyo Rewards store credit, added to your account within 7 business days of approval. Store credit is valid for 12 months from the date of issue.
Step 1: Submit a Return Request
Log in → Order History → Request Return → submit. Our team will review and notify you by email once approved.
Step 2: Ship Your Return
After receiving the approval email, ship within 5 days:
- Pack securely, include your full name and order number inside
- Use a trackable courier with international tracking (e.g. Thailand Post, J&T, Flash, etc.)
- Obtain your tracking number
Step 3: DM Us Your Tracking Number
Once shipped, send your tracking number via Line @215tlbgk, Facebook, or Instagram. Returns without a submitted tracking number cannot be processed.
⚠️ Returns are shipped to our warehouse in Malaysia. International return shipping costs are the customer's responsibility.
Return Address
Receiver: iStore iSend (SSL2147)
Contact: +603-8063 0599
Address: Lot 24915, Jalan Segenting, Taman Pertiwi, 42500 Telok Panglima Garang, Selangor, Malaysia
Please write your order number clearly on the parcel.
Yes — return shipping costs (including international shipping from Thailand to Malaysia) are the customer's responsibility, unless the item is defective or incorrectly sent.
We recommend retaining your courier receipt and tracking number until your return has been confirmed.
We cannot accept returns under the following circumstances:
- Return request submitted more than 7 days after delivery
- Missing accessories or original tags removed
- Visible signs of wear — stains, damage, makeup residue, perfume, or contamination
- PO'BRA undergarments, pierced earrings, socks, and other intimate apparel (hygiene reasons)
- Modified items — altered, cut, embroidered, printed, or otherwise changed
- Promotional or clearance items purchased during special campaigns
⚠️ If your return does not meet the above criteria, Poly Lulu reserves the right to reject the request. Please collect rejected items within 7 days of being notified. Uncollected items will be forfeited.
Your Store Credit refund is based on the final net amount paid for returned item(s), excluding non-refundable charges.
Promotional & free shipping adjustments:
If your return causes the remaining order value to fall below the promotional or free shipping threshold:
- The original discount will be deducted from your Store Credit
- The standard THB 150 shipping fee (if waived initially) will be deducted
Example: If you qualified for free shipping at THB 2,500 minimum and your return brings the order below THB 2,500, a THB 150 shipping fee will be deducted.
Partial returns:
Store Credit applies only to returned items. Discount code values already used are non-refundable.
Store Credit issued within 10–14 working days after warehouse receipt, valid for 12 months.
If you do not wish to make a future purchase, you may withdraw your Store Credit as cash at any time.
Step 1: Fill in our Store Credit Withdrawal Form with your bank details
Step 2: Our Customer Care team will verify your order and Store Credit balance
Step 3: Approved withdrawals will be transferred to the bank account provided in the form
Please note:
- Withdrawal processing takes 10–21 working days after verification, subject to your bank's processing time
- Ensure all bank details are accurate and complete to avoid delays
- Poly Lulu reserves the right to amend this process without prior notice
Poly Lulu reserves the right to amend this policy at its sole discretion. Changes may take effect without prior notice.