Contact us
Real people, real order numbers. Pick the channel that matches how urgent your question is — chat for a live order, email for anything you want in writing.
Last updated: 12 October 2026How to reach us
If your order is arriving today and something looks wrong, use chat — it reaches the driver and the store at the same time. For everything else, email gives you a written record and a ticket number.
When you will hear back
| Channel | Typical first reply | Best for |
|---|---|---|
| Live chat | Under 3 minutes | Live orders, missing items, driver issues |
| Within 24 hours | Refunds, invoices, complaints, bulk orders | |
| Phone | Immediate during opening hours | Urgent delivery problems |
Replies run slower during public holidays and the last days of Ramadan. If you have not heard from us within two working days, reply to your original email — it pushes the ticket up the queue rather than opening a new one.
Questions about an order
Have your order number ready — it is in your confirmation email and under Orders in the app. With it we can answer most questions in a single reply. Without it we usually need to ask for it first, which costs you a round trip.
- Something is missing or wrong — send a photo of what arrived along with the order number. We can usually resolve it without a return.
- Order has not arrived — check the tracking link first; if the status has not moved in 24 hours, contact us.
- You want to change or cancel — see Shipping & delivery for the cut-off, after which an order is already being picked.
- Refund not received — refunds take 3–7 working days to appear depending on your bank. See Returns policy.
Business, bulk and partnerships
For wholesale pricing, catering volumes, corporate gifting or supplying us as a vendor, email business@lulu-hyper.app rather than general support — it goes straight to the commercial team.
Include what you need, rough volumes and how often. Vague enquiries take several exchanges to price; a specific one usually gets a quote in the first reply.
Data and privacy requests
To access, correct, or delete the personal data we hold about you, or to withdraw consent, write to privacy@lulu-hyper.app. Full detail on what we collect and your rights is in our Privacy policy.
We may ask you to confirm your identity before acting on a request — this protects your account from someone else making the request on your behalf.
Registered address
LULU
Building 1245, Road 4021, Block 340, Muscat, Oman
Muscat, Kingdom of Oman
Commercial Registration (CR): 88451-2
VAT Registration: 200045678900003
This address is for correspondence only. It is not a collection point — returns must be arranged through support first, or they cannot be traced back to your order.