Frequently Asked Questions
I've ordered the wrong item, can I exchange it for the correct item?
Unfortunately not, please return the wrongly ordered item to us in the original condition with all packing slips, packaging & tags intact for a full refund. Please email our customer service team on hello@lussoclothing.co.uk immediately where they can assist you further. Please proceed to reorder your correct item before it is out of stock. This option is the fastest and most efficient method for you as many items sell out from our website extremely quickly.
How long do I have to return an item?
Items must be returned to us within 14 days of the date the order has been received by the customer. Items must be unworn, unwashed & with all tags attached. Returns returned after this period will be rejected and a refund will not be processed. If you are outwith this time period and would like the items returned, you will be responsible for the postage returns cost.
What should I do if I receive a faulty or incorrect item?
Firstly, we are sorry this has happened! Please email us on hello@lussoclothing.co.uk with a your order number, a few photos of the fault & a brief description of the issue. Here we can assist you further. A consumer cannot claim for a refund or replacement if they alter the item or cause any damage to the item.
Refunds will not be issued on items deemed unfit for resale. A few of the following reasons may include:
- Fake tan or makeup
- Strong odour or perfume
- Alterations
How long does it take to process my refund?
We aim to process refunds as quickly as possible, but on the odd occasion it may take up to 14 working days, from the date the return is received by us. Please ensure you send all returns by recorded delivery as we will not be liable for any items that are lost in the post. This is helpful, especially during extremely busy periods. If for any reason your return is after the 14 day period, please contact us on hello@lussoclothing.co.uk with details of the proof of postage, so we can this investigate further for you. Please note, it can take around 3-5 working days for the refund payment to show in a bank account, depending on the bank and payment method used.
