Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Requesting a return or refund with Lurène is simple and straightforward.
Step 1 — Visit our Contact Us page. Go to our Contact Us page and fill in the form with the following details:
- Your full name
- Your email address used to place the order
- Your order number
- A brief description of your reason for the return (optional but helpful)
- Whether you would prefer a full refund or a replacement
Step 2 — Wait for our response Our team will review your request and respond within 48 hours, Monday to Friday. We will confirm your eligibility and provide you with clear next steps.
Step 3 — Return the item (if required) In some cases our team may request the item to be returned before processing your refund. If so, we will provide you with a return address and clear instructions. Please do not send any items back before receiving confirmation from our team.
Step 4 — Receive your refund or replacement Once your request is approved and the return is received (if applicable), we will process your refund or dispatch your replacement promptly.
Please note that enquiries submitted over the weekend or on public holidays will be responded to on the next available business day.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please reach out to us using the form in Contact Us