Return / Exchange Requests

Returns & Exchanges

We're here to make eligible returns as simple as possible.

If your order qualifies under our [Return Policy], our shipping team will provide everything you need to return your item.

Eligible Returns

Full-priced merchandise may be returned within 7 days of delivery.

To request a return, please email shipping@lusher.co.

Subject Line:
RETURN – Order #LLXXXX

Once your request has been received and verified, our shipping team will email you:

  • Your prepaid return shipping label

  • Return instructions

  • Packing guidelines

Exchanges

We understand that sometimes you simply fall in love with another LUSHER bag.

Because our collections move quickly, we recommend ordering the bag you'd like as soon as possible to ensure it's still available. In the meantime, simply return your original bag using the prepaid return label provided.

Once your return is received at our Salt Lake City warehouse and approved by Quality Control, your refund will be issued to your original form of payment.

This allows you to secure your preferred bag right away while your return is being processed.

Preparing Your Return

To ensure your return passes Quality Control, your item must be returned exactly as received.

Please ensure:

  • Original LUSHER box and protective plastic packaging is included

  • Dust bag is neatly folded and included

  • All straps are folded and packed inside the bag as originally received

  • All tags remain attached

  • Item is unworn and unused

  • Item is free from perfume, smoke, makeup, stains, scratches or damage

Returns received in any other condition may be refused or returned to the customer.

Quality Control & Refunds

Once your return arrives at our Salt Lake City warehouse, please allow up to 14 business days for our Quality Control team to inspect your item.

Once approved, your refund will be issued to your original payment method. Depending on your payment provider, it may take additional business days for the refund to appear on your account.

Final Sale Items

The following items are Final Sale and are not eligible for return, exchange or refund:

  • Obi Belts

  • Warehouse Sale

  • Second Sale

  • Last One items

  • Any item marked Final Sale in its product description

Final Sale items are clearly identified before purchase and again during checkout.

If your order contains a Final Sale item, please do not submit a return request. Our shipping team will not issue a return authorization or return shipping label for Final Sale purchases.

Frequently Asked Questions

When will I receive my refund?

Refunds are processed within 14 business days of your return being received at our Salt Lake City warehouse, following Quality Control approval.

Once your refund has been processed, you'll receive a confirmation email. Depending on your payment provider, it may take a few additional business days for the refund to appear on your account.

Can I exchange my bag?

We recommend placing a new order for the bag you'd like while returning your original purchase. This is the fastest way to secure a new style or colour while it is still available.

Your original purchase will be refunded once the returned item is received and approved by Quality Control.

What If My Item Arrives Damaged or I Believe There Is a Quality Issue?

If your item arrives damaged, incorrect, or you believe there is a manufacturing or quality issue, please email sales@lusher.co within 7 days of delivery, along with clear photos of the concern.

Because every LUSHER bag is handcrafted and individually hand-finished, natural variations in leather colour, grain, texture, wrinkles, shading and patina are part of the character of each piece.

Our Quality Control team will carefully review your concern and determine the appropriate resolution. 

Need More Information?

For complete details regarding shipping, returns, refunds, cancellations and Final Sale items, please refer to our [Shipping, Returns & Refund Policy].