Thank you for taking the time to read our Policies prior to purchase to ensure the best customer experience possible.
We understand sometimes it's just not exactly the right bag and we're hear to help. If you'd like to exchange or return your item:
Please contact us within 14 days of receiving your order and our friendly customer care team will respond within 24 hrs. Our shipping team will provide a return lable for any full priced item received within the last 14 days for an easy seemless return experience.
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. We'll send you a return shipping label for your original order and a refund will be issued to your original form of payment within 3-5 days of receving the return. If an item is received back under an exchange request and no alternative item is purchased we'll issue a gift card for the remaining amount of the return to use at your leisure for any item you select. Your gift card won't expire!
Please shipped items back ( post marked) within 14 days of receiving them.
Item must not be used, altered or treated with any leather products.
Ship back in the original box, duster to ensure the safe return of your item.
Refunds are processed once your return is delivered to our shipping and quality control team within 3-5 days.
Sale Items - nonrefundable/returnable/exchangeable.
RETURN SHIPPING LABLE:
For all eligable returns we'll provide a return shipping lable. There is a $20.00 fee deducted from returns to help cover just a portion of the return shipping, restocking fee's and duties on items returning into Canada.
Lusher Archive / Sale Items / Second Sale / Obi Belts / Daily Totes are non-refundable/returnable/exchangable.
Gift Cards are non-transferable, refundable, and can not be canceled as they are issued as soon as payment is submitted and issued immediately.
Shipping fee's where applicable are not refundable. We understand sometimes there are delays with shipping carriers but currently due to Covid Health Policies still in place, all carriers have revoked guarantees and will not provide refunds on shipping fees. We are unable to refund shipping fees due to delays.
REFUSE DELIVERY, FORCED RETURNS
Refused packages and those that are not received due to negligence on the part of the recipient are partially refunded once received by our shipping team. Refused items are charged high fees by shipping services including the cost to return the item to the destination country broker fees, duties, and taxes. All shipping costs are deducted from the refund when the item is returned. Please contact us to cancel an order prior to shipping ( receiving the tracking number and order confirmation ) and we'll do our best to prevent shipping.
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 tracking number we are unable to cancel your order & you will be responsible to return your item to us. Shipping fees are non refundable for cancelled orders that have shipped.
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. 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 firstname.lastname@example.org ( within 3 days) so we can send 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 or refund 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 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 - 100x'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.