Refund policy

Return & Exchange Policy

We want you to love your purchase! If you're not satisfied, we're here to help. Please be aware that our in-store and online return policies have some differences. To ensure eligibility for a return, please make sure that your items comply with the respective policy.

Return & Exchange Policy- Online Purchase

You have the flexibility to return your online purchases either online or in-store. However, please be aware that All in-store returns are limited to store credit or exchange, and are subject to the eligibility criteria and at the discretion of the staff and management outlined in our In-Store Return & Exchange Policy.  

Regular Return Policy

Regular Price Merchandise

RETURNS

Item(s) purchased online at regular price are eligible for a refund subject to a €15 restocking fee. If the items are returned and received at our warehouse within 7 days of the order fulfillment date, the refund will be credited back to your original method of payment.

Alternatively, item(s) returned and received at our warehouse within 14 days of the order fulfillment date will be refunded to an eGift card. 

Note: Please note that eGift cards can only be used for online purchases and cannot be transferred or redeemed in-store.

We provide complimentary return shipping when you choose to receive credit in the form of an eGift card. However, if you prefer a refund to your original method of payment, a return postage fee of €10 (plus applicable taxes) + 5% restocking Fee will be deducted from your refund. Shipping costs are non-refundable.

EXCHANGES

At this time, we are unable to support direct exchanges for online purchases through our website. We recommend that you place a new order for your desired replacement and initiate a return request for the item you no longer wish to keep.(Subject to terms above)

Sale Merchandise Return Eligibility: 

  • All items on Sale are Final!   
  • All Dresses are Final Sale
  • All Intimate items and Accessories are Final Sale 

 

Please note that sale merchandise purchased online cannot be returned in-store.

 

EXCHANGES

We are unable to support direct exchanges for online purchases through our website. Please see above for more information.


LUSSO is not liable for the loss of garments in return transit. We recommend using a traceable delivery method and taking note of your tracking number.

Once the items have been received, they will undergo a quality review. LUSSO reserves the right to decline a return order if the goods do not meet our quality standards and are returned to you at your own cost.

Once cleared, you will receive a refund on the purchase price (excluding original shipping costs and duties) directly to the original method of payment used for the purchase of eligible item(s) or a Gift Card.


Order Cancellation & Modification

If your order has not yet been fulfilled, we may be able to cancel it. Live chat with us or contact [email protected] and we'll do our best to help. Unfortunately, we cannot make changes to existing fulfilled orders. 


In-Store Purchases Return & Exchange Policy

 

For in-store purchases, we offer support exclusively in-store. 


In-Store Regular Return Policy

 

Regular Price Merchandise

 Regular-priced items may be returned in-store within 7 days of purchase for an exchange, in-store refund, or credit. However, if you prefer a refund to your original method of payment, a return postage fee of €10 (plus applicable taxes) will be deducted from your refund.

For hygiene reasons, all nail products, waist trainers, bras, boob tape, swimwear, lingerie, dresses with bodysuits attached, bodysuits, dresses, accessories, intimates, and gift cards are final sale. These items cannot be returned, refunded, or exchanged.

 

Sale Merchandise

Return Eligibility: 

 

  • All items on Sale are Final!   
  • All Dresses are Final Sale

 

Return & Exchange Condition

 

Return & Exchange Conditions

For all returns and exchanges:

 

  • Item(s) must be returned in their original condition; unwashed, unworn, and with all tags attached. NO EXCEPTIONS.
  • Item(s) returned with obvious wear, makeup, body oil, bronzer, stains, deodorant, and/or perfume will be subject to denial.
  • Items that have collected any strong smells such as food or perfume will not be accepted.
  • Item(s) must be accompanied by a valid receipt and/or return label and be returned within our noted return timelines.
  • Item(s) purchased online must be returned in their original packaging to ensure safe transit.
  • Failure to comply with the above standards may result in denial or rejection of your return.


How to Return:

For online returns, please ensure the following:

Email [email protected] to request a return. Please include your order number, the item(s), and why you would like to return them.

∙         Order number

∙         Item/s you wish to return.

∙         Return reason (i.e.: Too big, too small, Faulty Item, doesn’t suit me)


Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next, contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]. 

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and she/he will find out about your return.