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. 

EXCHANGES

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. Contact our customer care team to request a return of goods lable to return your original order. Returns are processed as per our return policy below.

 RETURNS

We hope you love the bag you selected but if you have a change of heart and decide to return it we kindly ask the original purchaser contact us using our return request portal HERE 

We need to request a RETURN OF GOODS service to return your item using the original shipping method before the service expires 7 days after delivery. We recommend sending a request no later than 3-5 days after receiving the item Mon-Fri. Packages must be mailed and scanned by UPS within 7 days of delivery. Important: Feel free to email us over the weekend and on Holidays however keep your return deadline in mind as we will only be able to request the service the following Monday.
Our Shipping Team will provide a return lable for all eligable returns within 24-48 hrs Mon - Friday for return through the US Canadian Boarder.
Return shipping costs are customer responsiblity and will be deducted from refunds.  Actual return shipping  (shipping quote provided at time of return request) + $11.50 customs clearance fee. (each additional returned item + $3.75)

ITEMS NON-REFUNDABLE

Items on sale /  Obi Belts are non-refundable/returnable/exchangeable.

Lusher Archives: Best selling styles from previous seasons no longer in production deeply discounted for final sale. 

Second Sale/Almost Perfect Sale: Bags and Belts that didn't pass our high standard of quality control deeply discounted for final sale. Full details HERE

Gift Cards are non-transferable, refundable, and can not be cancelled as they are issued as soon as payment is submitted and issued immediately.   

Original Shipping/Lable fee's are deducted from refunds.

Return of goods shipping service/lable are deducted from refunds. 

Packages not accepted by the final delivery attemps or collected by the cut off date, rejected by recipients are abandoned and can not be refunded.

Kindly note we do not accept returns on sale items for any reason. 

 REFUND POLICY

Items must be returned to our warehouse located in Delta BC Canada using our return of goods service lable and documents. Abandoned, neglected, 'return to sender packages' are not refundable. Refunds are not issued while packages are in transit or have not been picked up by the receiver. 

Items must be received in perfect, unused condition, have all orginal packaging, duster and tags included, not have been exposed to perfume, smoke or leather treatments, left in the sun/elements.

Our quality control team endeavours to issue refunds within 1-7 business days minus the cost of original shipping and return of good shipping. 

We do not accept returns on used or damaged items for any reason. 

REFUSED / MISSED DELIVERIES / Receiver Changes to delivery

Orders are shipped to the address provided using a secure, registered tracked service. Emails are sent throughout transit to the email address provided. It is the customers responsibility to provide a full and accurate address and to track the package and receive it by the final delivery attempt and/or collect it before the cut off date. If the receiver makes any changes to the scheduled delivery including address changes we are no longer responsible for the delivery of the package and the receiver must manage the delivery with the shipping service directly.  

Please note: Abandoned international packages are not returned as they require custom clearance and are abandoned in the carrier network. We do not refund abandoned,refused or lost packages due to neglect. 

CANCELLATIONS:

Kindly note our cancellation policy applies to any order cancelation request made by a customer once an order is placed on lusher.co. 

We have a team of customer care agents who will do their best to cancel your order. Please understand we endeavour to ship packages within 24 hrs and may not be able to recieve your email and contact our shipping team in time to cancel your order.

'Pre-Ordered/Back-Ordered' Items: When you place your order your item is shipping from our workshop in Italy. For new items we can attempt to cancel your order once the item reaches our North American shipping team. Items that are 'last one' / final sale we are unable to cancel orders as they will ship direc with the carrier once they arrive in Delta BC.

If you have received your tracking number your item has already shipped. LUSHER is not responsible for orders placed in error by the customer and the customer is responsible for the fees incurred. You will be responsible to return your item to us using our return of goods service which you can request once your package has been delivered to you. Full and Actual shipping fees both to and from the customer and all fees associated with a recalled/cancelled order are non refundable and are deducted from refunds. This is standard policy for all online retailers.