Returns, Exchanges and Refund Policy
Thank you for taking the time to read our Policies prior to purchase to ensure the best customer experience possible.
We ask the original purchaser to kindly contact us within 7 days of receiving your package to request a return. Send an email to our team at firstname.lastname@example.org - including your name and order number and what item you'd like to return.
International 'Return of Goods' Service
For international / Cross border return requests our shipping service will provide a 'return of goods' service label to clear your package through the U.S./Canadian border. This service pays broker fees, duties and taxes once your item is assessed at the WA clearance centre. International return of goods service will be provided at a discounted fee of $30.00 per shipment which will be deducted from your refund.
Kindly note the return of goods fee covers just a portion of the actual costs of international return shipping from the U.S. back to Canada.
We request you ship your item back within 7 days of receiving the label, it is the customers responsability to track the item and ensure delivery. Items must be received back to our shipping service within 30 days of the day received for refunds.
We recommend due to our high turnover, placing a new order for the bag you'd prefer and we'll ship it out right away while you ship your original item back to our warehouse for a refund to your original form of payment. If an Item is received back under an exchange request and no alternative item is purchased, we'll issue a gift card to use at your leisure.
Once your item is received, our quality control team endeavours to issue refunds within 7 business days.
*Partial Refunds : Any requested and/or agreed partial refunds & discounts issued are final sale. Due to credit card policies we are unable to issue more then one refund to the same sale item/transaction. Please ensure you use your discount code at checkout and only accept partial refunds on items you intend to keep.
Sale Items / Second Sale / Obi Belts are non-refundable/returnable/exchangeable.
Gift Cards are non-transferable, refundable, and can not be cancelled as they are issued as soon as payment is submitted and issued immediately.
Shipping fee's where applicable are not refundable.
REFUSED or MISSED DELIVERIES, FORCED RETURNS
Refused packages and those that are not received due to negligence on the part of the recipient are non refundable. Refused items are charged high fees by shipping services including the cost to return, duties, taxes and broker fees which often exceed the original order total. All fees including shipping costs, broker, duties, taxes and fees associated with 'return to sender' are deducted from the refund *IF* the item is returned, often these packages are simply abandoned by the carriers. Please note: Non returnable / refundable items are not refunded.
Please note: Applicable to items that are not picked up at your local carrier office prior to the cut off ( UPS / USPS / Canada Post). If you are unable to get your package it is your responsibility to contact the shipping service to advise and arrange delivery at your convenience.
Items shipped back to our Richmond Warehouse without informing the LUSHER customer care team and no return tracking provided are non trackable. We must receive return tracking to register and identify the return. Do not ship your item back without approval.
CANCELLATIONS: Orders placed due to customer error
We have a team of customer care agents who will do their best to cancel your order but please understand when you place your order you will need to enter your correct name, shipping and billing address and provide a payment method to complete an order. When an order is placed our shipping service automatically receives your order, the lable is automatically created using the information you entered and your items is packaged within moments in order to ship within 24 hrs.
Prior to receiving your order confirmation email contact our team, if your order has not been processed we'll do our best to prevent shipping.
If you have received your order confirmation email your order has been packaged and awaiting pickup - we'll contact our shipping service and have them attempt to prevent the package from shipping - please note the $12.99 'shipping fee' will not be deductible as the packaging/shipping label and cost to restock has been completed.
If you have received your tracking number You will be responsible to return your item to us. Shipping fees both to and from the customer and all fee associated with a recalled/cancelled order are non refundable and are deducted from refunds.
CANCELLED ORDERS that require recall after shipping: Refunds will be minus all shipping costs and will occur only after we have the recall costs from UPS. Please expect delays up to 3 weeks for refunds.
Orders placed for sale, Second Sale or other non refundable, non returnable items can not be cancelled/returned or exchanged.
DAMAGE & REPAIR
We work very hard to prevent damaged items from shipping out by doing quality control checks of each bag both in Italy and at our warehouse prior to shipping. We understand sometimes flaws can be missed on a busy shipping day so It's important if an item is received damaged to contact us as soon at it arrives. *Please examine your bag the day it arrives and report any damage immediately to our customer care team at email@example.com ( within 3 days) so we can assist immediately. We'll ship your bag back to our quality control team. Our shipping and quality control team will personally review the item and take care of a customer exchange the day it arrives. We appreciate you working with us and your patience and kindness as we genuinely want you to love your new bag and have a great experience.
Please do not use a blade to open your package.
REPAIR AFTER USE
Items damaged after use: We encourage our customers to use and love their bags, whenever damage or wear and tear occurs we recommend repair and continued use. We do not offer repair services. If your bag requires repair bring it to your local luggage and purse repair who can quickly and very affordably repair your bag. We are a sustainable practice business and create bags that can be used for years with care and repair when needed, unlike big brands who charge 10 - 100 x's for a bag we do not add costs like warranties, repairs and replacements as we believe customers should only pay for the bag they buy, not potential returns or repairs.
Note: our vintage distressed leather, washed interiors, and distressed hardware is not considered damage or flaws.
We do our very best in consciously ensuring no bag is sent out with damage and are cautious of the many replicas being purchased and then attempting to return them as a LUSHER bag, so kindly work with us, we have a wonderful team of women working hard to ensuring you receive a bag you'll love and will work hard to ensure our customers are satisfied.