Refund policy
At Lusso Essenza, we want you to feel confident when shopping with us. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Return Eligibility
To qualify for a return, the item must be in the same condition in which it was received.
The item must be:
- Unworn and unused
- Unwashed and free from marks, odours, damage or alterations
- Returned with all original tags attached
- Returned in its original packaging, including accessories, dust bags or boxes
- Accompanied by your receipt or other proof of purchase
Shoes should only be tried on indoors and on a clean surface.
Items that do not meet these conditions may not be accepted. Where permitted by law, we may make a reasonable deduction from the refund if unnecessary handling has reduced the value of the item.
How to Request a Return
To request a return, contact our support team at:
Please include:
- Your full name
- Your order number
- The item or items you wish to return
- Your reason for the return
- Clear photographs if the item is damaged, faulty or incorrect
If your return is approved, we will provide the return instructions, correct return address and shipping guidance. A return label will be supplied where applicable.
Please do not send an item back before receiving return instructions. Returns sent without prior contact or to an incorrect address may be refused or delayed, except where applicable consumer law provides otherwise.
Return Shipping Costs
For change-of-mind returns, the customer is responsible for the return shipping cost.
We recommend using a tracked and insured shipping service and keeping your proof of postage. Lusso Essenza cannot accept responsibility for returned packages that are lost or damaged by a shipping provider selected by the customer.
If an item is faulty, damaged or incorrect, Lusso Essenza will cover the reasonable return cost or arrange another appropriate solution.
Damaged, Incorrect or Faulty Items
Please inspect your order as soon as it arrives.
If an item is damaged, defective, incorrect or missing parts, contact:
Please include your order number and clear photographs of the item and packaging.
We will review the issue and arrange an appropriate resolution. This may include a replacement, repair, price reduction or refund.
Nothing in this policy limits your legal rights when goods are faulty, damaged or not as described.
Non-Returnable Items
The following items are not eligible for return under our voluntary 30-day return policy:
- Sale or clearance items clearly marked as final sale
- Gift cards
- Personalised, altered or made-to-order products
- Intimate or personal-care products where a hygiene seal has been removed or broken
- Perishable goods
- Hazardous materials, flammable liquids or gases
These exclusions do not limit any statutory cancellation, withdrawal or faulty-goods rights that apply to your purchase.
If you are unsure whether an item qualifies for return, contact support@lussoessenza.com before sending it back.
Exchanges
We do not currently process direct exchanges.
The quickest way to receive a different size, colour or style is to return the original item and place a new order for the replacement.
The return and new purchase will be processed as separate transactions.
European Union 14-Day Right of Withdrawal
If you are a consumer in the European Union, you generally have the legal right to withdraw from an online purchase within 14 days of receiving the goods, without giving a reason.
To exercise this right, notify us at support@lussoessenza.com within the 14-day period.
After notifying us, you must return the goods within a further 14 days.
Returned items must be:
- Unworn or unused
- Returned with their tags
- Returned in their original packaging
- Accompanied by proof of purchase
You may inspect an item only as you would in a physical shop. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the item’s nature, characteristics and fit.
The customer is responsible for the direct cost of a change-of-mind return unless Lusso Essenza agrees otherwise or applicable law requires us to cover it.
If the goods are faulty, damaged or incorrect, we will cover the reasonable return cost.
Refunds
We will notify you once your returned item has been received and inspected and confirm whether the refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Your bank, card issuer or payment provider may require additional time to process and display the refund.
For a valid cancellation of an entire order under applicable consumer law, the refund will include the cost of our least expensive standard delivery option.
Additional charges for express, premium or enhanced delivery are not refundable unless required by law.
We may withhold the refund until we have received the returned goods or you have supplied evidence that the goods were sent back, whichever occurs first.
If more than 15 business days have passed since we approved your refund and you have not received it, contact:
Order Cancellations
If you need to cancel or amend an order before dispatch, contact support@lussoessenza.com immediately.
We will try to help, but changes or cancellations cannot be guaranteed once order processing or fulfilment has begun.
If the order has already been dispatched, you may request a return after receiving it by following the return process above.
Contact Us
For any questions about returns, exchanges or refunds, contact:
Lusso Essenza