RETURNS

We hope you love your BY LUWA order. However, if you change your mind, you may return items within 14 days of receiving your order.

Return Eligibility

To qualify for a return, items must be:

• Unworn, unused and free from makeup/stains, or orders with tags intact and in original packaging.
• Returned with the original labels attached—items without this tag will not be accepted.
• Accompanied by a clear time stamped photo of the item before shipping to confirm its condition.

Important Notes:

• A £5 return processing fee applies.
• Customers are responsible for return shipping fees, customs, and taxes.
• Sale items and discounted purchases are eligible for store credit only.

Faulty or Incorrect Items

If your item arrives damaged or incorrect, please contact us immediately so we can resolve the issue asap.

How to Request a Return

Email info@byluwa.com with your order number, reason for return, and a clear photo of the item. Once approved, you must ship the item back within 5 days and provide a valid tracking number.

Exchanges

To ensure efficient processing, we do not offer direct exchanges. If you wish to replace an item, please return it for a refund (if eligible) and place a new order..

Processing & Refunds

• Refunds are processed within 5 working days of receiving the return.
• Original shipping costs are non-refundable.
• Returns that do not meet our policy will be rejected and sent back to you.

Care Instructions

Please follow the care instructions found on the care label and product page. We do not offer warranties on our items.

For further questions, contact info@byluwa.com.