FAQ
The short answers.
How much is delivery?
Free. Standard delivery to any address in the United States is included on every order, at no cost to you.
Can I return an item?
Yes, within 30 days of delivery, for a refund, as long as it comes back unworn, unwashed, with the tags on and in its original packaging. Gift cards, custom items and clearance or final sale items are the exceptions. The Refund and Return Policy has the detail.
How can I reach you?
Email customer support at support@lusove.com, Monday through Friday, 9 AM to 5 PM Central.
Where is my order?
Use the tracking link in the email we send when the parcel ships. Allow the carrier 48 to 72 hours for the first scan.
How long until it arrives?
Usually 7 to 11 business days door to door. We take 1 to 3 business days (Monday to Friday) to get the order out, then the carrier takes 6 to 8 business days. Order before 6:00 PM Central and processing starts the same day. Weather and carriers can stretch these estimates.
Can I swap the size or colour?
Yes. Within 30 days of delivery, email support@lusove.com and we arrange a direct exchange. A shipping fee may apply.
When does my refund show up?
After the item is back with us and passes inspection, we refund the original payment method within 10 business days. Your bank may need a few extra days to show it. Nothing after 15 business days? Email us.
How do I send something back?
Email support@lusove.com with the order number and wait for the return authorization and address we send back; nothing should be posted before then. If you changed your mind, the return postage is yours. If the item is defective, damaged or wrong, the label is prepaid at no charge.
My parcel is lost, or it arrived damaged
Email support@lusove.com right away with the order number, and photos if it is damage. We raise an inquiry with the carrier and, once the carrier confirms the loss or damage, send a replacement or a refund. After a parcel is scanned Delivered, Lusove cannot be held liable for it being lost or stolen from your doorstep, so watch the tracking.
Can I change or cancel an order?
Within 2 hours of placing it, yes: email support@lusove.com and we change the address or cancel. After processing has started, an order can no longer be changed or cancelled.
Something is wrong with what arrived
Email support@lusove.com within 7 days of delivery, sending the order number and photos. Once we have reviewed them, we arrange a replacement or a refund, and the return costs you nothing.
Do you deliver outside the United States?
Today our carriers deliver across the United States. Other countries are on the way; write to us and we will tell you when yours opens.
Is paying here secure?
Yes. Checkout runs over 256 bit TLS encryption, we follow PCI DSS, and we never see your full card number. You can pay with Visa, Mastercard, American Express, Discover, Shop Pay, PayPal, Apple Pay or Google Pay, all in US dollars.
What about PO Boxes and military addresses?
Not for now. PO Boxes, APO, FPO and DPO addresses and restricted areas are outside our carriers' reach, so please give a street or business address.