Refund policy

At Lueur, we offer a 60-day return policy. All returns must be approved by our support team before they will be accepted.

This policy provides our customers with a 60-day window from the date of receiving their item to request a return for a full refund.

Return Eligibility

To qualify for a return and refund, the item must be:

Unworn and unused.

In the same condition as when you received it.

In its original packaging.

Please retain proof of return postage in case the parcel is lost during shipping. Be sure to include your full name, address, and order number with the returned item.

Please note: Return shipping costs for unwanted items are non-refundable. Customers are responsible for covering the shipping fees to send the item back.

If you need assistance, feel free to reach out to our support team at support@lueur.com.

Cancelled Orders

If you wish to cancel an order before it has been shipped, we have a 6-hour cancellation policy. Contact us at support@lueur.com within this time frame to request a cancellation.

Upon approval, your refund will be processed, and the funds will be returned to your payment account within 3-5 business days. Note that some payment methods or financial institutions may take longer to process the refund.

If your order has already been shipped, it cannot be cancelled. In this case, you can return the items after receiving them. If a customer refuses delivery, the parcel will be disposed of by the courier, and we will be unable to issue a refund.

Damaged Goods / Missing Items

Please inspect your order upon receipt and notify us immediately if you receive a defective, damaged, or incorrect item. This allows us to resolve the issue as quickly as possible.

For missing items in large orders, please let us know. We will confirm with our warehouse team and verify the parcel's weight. For damaged goods, send clear photographic or video evidence to support@lueur.com.

If the item is confirmed as faulty, we will issue a full refund to your original payment method or send a replacement.

Exchanges

For the fastest service, email us with 'EXCHANGE' in the subject line. Our team will check stock availability and send a replacement as soon as possible.

Refunds

Once we receive and inspect your return, we will notify you of the approval status. Approved refunds will be processed through your original payment method. Please allow 3-5 business days for your bank or credit card provider to process the refund.

Parcels Returned to Sender / Not Picked Up by Customer

Due to the rising costs of global shipping, we cannot re-deliver parcels returned to sender or unclaimed by the customer for the following reasons:

Incorrect Address: If the customer provides an incorrect address and the parcel is returned, it will be destroyed by the shipping company, as they do not bear the cost of returning parcels.

Failed Delivery: If the courier leaves a collection notice and the parcel is not picked up within the grace period, it will be returned to sender and destroyed.

Lost or Stolen Parcels

In the case of lost or stolen parcels, customers are eligible for a gift card of up to $50 USD. To claim this, the local post office or last-mile courier must confirm that they have no record of the parcel in their system.

For any questions or assistance, please contact our support team at support@lalueurr.com. We’re here to help!