Refund policy
30 days
Ask for a return within 30 days of the day the parcel is delivered and we refund you.
What we can accept
An item has to come back the way it went out: unworn, unwashed, unaltered, every tag still attached, in its original packaging. Signs of wear, marks or scents tell us an item has been used, and a used item cannot be refunded. Keep the order confirmation as your proof of purchase.
Authorization first
A return begins with an email to support@lusove.com. We read the request and send back a return authorization together with the return address. Without that authorization a return will not be accepted.
Our orders leave from our fulfillment facilities, which is why the only valid return address is the one our support team gives you in the authorization. Parcels marked Return to Sender, or posted to the address they shipped from, cannot be tracked, and we cannot refund them.
Return postage
Changed your mind? Then you pay the postage back to us. Two options:
- Our label: we email you a return label and its cost comes off your refund.
- Post it yourself: with any carrier, on a tracked service; we cannot guarantee receipt of a parcel that has no tracking.
If the item is faulty, damaged or not what you ordered, you pay nothing: tell us within 7 days of delivery and the return label is prepaid, at no charge to you, and nothing is deducted from what we refund.
A return that fails the condition standard above may be declined by Lusove and sent back to you at your expense.
Defective, damaged or wrong
Check the item when the parcel arrives. If it is faulty, damaged or not what you ordered, tell us within 7 days of delivery, with the order number and photos, by email to support@lusove.com. After we have reviewed them we arrange a replacement or a refund. We cannot accept a damage claim that reaches us after 7 days, so please look before you put the parcel away.
Exchanges
Want a different size or colour? Within 30 days of delivery, email support@lusove.com and we arrange a direct exchange. A shipping fee may apply depending on what is being swapped.
What cannot be returned
- Gift cards
- Custom made or personalized items
- Clearance and final sale items
- Intimates and swimwear, except with the hygiene liner intact and untouched
Refunds
Once the item is back at our facility and has passed inspection, we let you know it is approved. The money is refunded to your original payment method, and that happens within 10 business days of the inspection, with no further action needed from you. Banks and card issuers can take extra time to post it. If nothing has arrived 15 business days after approval, email support@lusove.com and we chase it.
Questions
Email support@lusove.com. Someone reads it on business days.