EXCHANGE POLICY


CONDITIONS

BY LUWA operates a 7 day exchange policy, which means you have 7 days after receiving your order to request an exchange. To be eligible for an  exchange, your item must be in the same condition that you received it, unworn, free from makeup or stains with tags, and in its original packaging. You will also need proof of purchase. 

To request an exchange, please contact us at info@byluwa.com. We we will then provide you with a return address. Items sent back to us without first requesting an exchange will not be accepted. Please note you will be responsible for return shipping fees.

EXCHANGES

We can offer exchanges for items of the same value or less. If you would like to exchange your order for an item of a higher value please purchase a gift card from the site for the difference and send the confirmation to info@byluwa.com. Once your exchange is received we will refund the difference where applicable and we will ship your exchange to you free of charge. 

FAULTY ITEMS

Please contact us immediately if the item is defective upon receipt or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

PROCESSING

We will notify you once we have received and inspected your returned item, please note this may take 2 working days to process. If the item is damaged the exchange will be rejected and sent back to the customer at their own cost. Once the exchange is approved you will automatically be refunded the cost of the item on your original payment method. Please note we do not refund original shipping costs.  It may take some time for your bank to process this payment. 

CARE INSTRUCTIONS

Please follow the care instructions, this can be found in the FAQ page. We offer no warranty for our pieces.

For any further questions contact us at info@byluwa.com.