Returns, Exchanges & Refunds

Returns, Exchanges and Refund Policy

If you would like to return any of the items you have received, Lusana offers a 14-day return policy for refund to the original payment method or store credit. This is valid from the day that you received your parcel.

• Following submission of your return request, Lusana will issue a prepaid return label. 
  
  
• To accomodate for return shipping and restocking Lusana deducts $12.00 from the total original amount.
  
  
• The merchandise must be returned in the EXACT condition, with the returns tag still assigned, in order to receive a refund or credit. Products returned that are not in exact condition as shipped will be returned to sender. Products returned that feature deodorant marks, make-up residue, heavy perfume or pet hair will be automatically returned back to sender.

• Items listed on SALE are final sale items and are not eligible to be returned for a refund or exchanged for a different item.
  
  
• All accessories are final sale and not eligible to be returned for refund unless faulty or damaged. 

LUSANA monitors account activity and reserves the right to refuse transactions, and/or close accounts based on order or returns behavior. 

LUSANA reserves the right to deny credits if the merchandise returned does not meet our return policy requirements.

Return Process

To make a return, please lodge your request by emailing shop@lusana.online with the subject title "Return Request Order [Order Number]".

Once your return has been approved a prepaid return label will be issued. Please drop-off the parcel at any nearest USPS, UPS or FedEx facility wherever you are located.

Once your return has arrived at our facility, please allow up to 5 business days for the refund to be processed. Lusana will issue a tracking number to monitor the progress of your return shipment.

Giveaway Redemption

All giveaway gift cards are to be redeemed for full priced items only and cannot be redeemed on any markdown items. 

Last Updated: 12 July 2023