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Returns & Refunds

RETURNS

To make this process as quick and easy as possible, Luigi Loves Luisa offers all customers a Returns Service to take away the fuss. We recommend sending the parcel within 2 days of receiving your order to ensure it arrives safely back in our hands before the 21 day return window expires.

Please note that we can only collect your return from the same country/region to which we shipped your order to. Here’s how to book your Returns Collection.

  1. Log in to ‘My Account’
  2. Go to ‘Orders’
  3. Fill in the RMA form sent with your parcel, stating the reason/s for return.
  4. Place the RMA form together with the unused products so we can process your order as soon as possible.

Keep an eye on your inbox as we will be sending you;

  • Updates when we receive the returned products alongside with the RMA form.

 

REFUNDS

Once your order has been received by our warehouse and complies with our Returns Policy, a refund will be issued via store credit note that has a validation of 60 days. Additionally, you will receive an email confirmation with the credit note code to be used during checkout.

FYI: Returned items will be refunded in store credit excluding the original cost of shipping and can take up to 15 working days to process.

Customers will have the right to exchange the item if they bought online in our physical stores. Refunds will be issued in credit receipt form and have expiry date 60 days.

  1. Customers that return items that are faulty or not in original state will not be refunded in credit receipt format or gift card.
  2. Delivery charge and return charge is at customers responsibility.
  3. Items must be returned within 21 days, otherwise we cannot guarantee that the store credit will be sent for the returned items.

Conditions

Items must be returned unworn, unwashed, undamaged, unused and with all original tags attached to be in a returnable condition. We will not accept any items that are customised or personalised.

Where possible, any designer packaging such as authenticity cards, dust bags and leather tags must also be returned as they are considered part of the product.

All item/ items are inclusive of VAT and any additional cost will be visible in your Total Costs before your proceed with your order.

We reserve the right to vary the Terms and Conditions at any given time. Any complaints or comments about the Terms and Conditions you have just read through please email us or contact us directly. We will try and resolve and answer any questions. You will find all the necessary information to contact us under Contact/Inquiries on the website.

Please note that all products which are considered HAZMAT (i.e. perfume/ nail polish/ aerosol/ lotion) are non-returnable and cannot be refunded

If you receive an item which is damaged, please contact Customer Care immediately.

Footwear & Accessories:
Footwear and accessories must be returned unmarked and unscuffed in the original undamaged boxes provided and inside a protective shipping box.

Swimwear:
For sanitary reasons please try on all swimwear over your own lingerie garments. Do not remove the protective slip.

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