Refund policy

We want you to love what you ordered. If something isn't right, here is how we sort it out.

Exchanges

You can exchange any item within 7 days of delivery, provided it is unused, in its original condition, and returned with all tags, packaging and accessories intact.

To start an exchange, message us on Instagram @shopbylushe or email shopbylushe@gmail.com with your order number and a photo of the item. We'll confirm the exchange and share the return address.

Refunds

We offer a refund instead of an exchange when:

• The item arrived damaged or faulty
• You received the wrong item
• The item is out of stock and no exchange is possible

In these cases we cover the return delivery cost. Please contact us within 48 hours of delivery with photographs so we can resolve it quickly.

Approved refunds are processed within 7–10 working days. For cash on delivery orders, refunds are issued by bank transfer to the account you provide.

What we cannot accept

• Items returned after 7 days
• Items that have been used, washed, altered or damaged after delivery
• Items returned without original packaging or tags
• Sunglasses returned without the case and cloth
• Sale items marked as final sale

Return delivery charges

For exchanges made by choice (size, colour or change of mind), the return delivery charge is paid by the customer. For faulty, damaged or incorrect items, we pay it.

Order cancellations

Orders can be cancelled free of charge before they are dispatched. Once an order has been handed to the courier it cannot be cancelled, but you may refuse delivery or request an exchange under the terms above.