RETURNS & EXCHANGES

We hope you are happy with your BY LUWA order, however in the event that you do change your mind  or would like to try a different size, we can offer an exchange or refund within a 14 day period from receiving your order.

To be eligible, 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. To request a return or exchange email info@byluwa.com with your order number and return reason. We we will then provide you with a return address.

Please note you will be responsible for all return shipping fees including customs and taxes, please ensure these are paid in advance.  We also advise to use a tracked delivery service and for international returns please mark your parcel as returned goods.

Please note sale or discounted items can only be exchanged.

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 return or exchange will be rejected. Once  approved you will automatically be refunded the cost of the item on your original payment method, for exchanges the requested size will be dispatched. 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 items.

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