Refund policy

HOW LONG IS YOUR RETURNS PERIOD?

Our Return Period is 30 days. 

 

HOW CAN I START A RETURN?

Please get in touch with our Customer Support Team (info@lushyintimates.com) with the following information:

  • Your name and email address

  • Order number (e.g #12345)

  • Item name/description 

  • Reason for return

We will provide you with the details for the return. Please note that Lushy Intimates does not cover the cost of return shipping.

 

WHAT ITEMS CAN I RETURN?

We get it - sometimes it's just not a good fit and you want to return or exchange. As long as the item(s) are still in their original condition, you can return them. Please see the below for any exceptions to this rule: 

  • Items marked as 'Final Sale' are not eligible for returns, exchanges, refunds, or store credit. These items will be marked 'Final Sale' on the product page and will be clearly visible at checkout. This does not affect your statutory rights.

To receive a full refund on eligible returns, all items must be returned to us unworn, unused, unwashed, and in the same condition you received them. If an item is returned to us damaged, worn, or in an unsuitable condition, we won't be able to give you a refund. All items are inspected on return.

WHEN WILL I GET MY REFUND?

This can depend on how long it takes your chosen returns courier to get the items back to us before being processed for a return at our warehouse.

GOOD TO KNOW...

  • We only offer refunds on the original payment method used to make the order.

  • For purchases where a gift card is used to cover the full or part of the order total, the refund will be applied to the gift card first.

  • Refunds can take up to 7 days to be processed from the date we receive your order back to our warehouse. Please note it can take up to an additional 5 days for your refund to appear in your account once processed.

 

DO YOU OFFER EXCHANGES?

Yes, an exchange is available if your chosen item is currently in stock. If you opt for an exchange, we're unable to ship out your chosen item until the item you're returning is scanned in at our warehouse. This means we're unable to pre-reserve any item(s) that are chosen for exchange.

If for any reason we're unable to process an exchange, you'll receive an email confirming a refund to your original form of payment. A refund can take up to 5 working days to be processed and returned to your account.

 

RECEIVED A FAULTY ITEM?

We're sorry if you've received a faulty item! There's no need to return the item to us at this stage.

If you've purchased your item from our official web store lushyintimates.com, send us a message and we'll look into this for you.

Please send our Customer Support Team:

  • Your name and email address

  • Order number (e.g #12345)

  • Item name/description (if known)

  • Photos that show:

1. The fault as clearly as possible

2. Full-length photo of the item

All claims for orders arriving with damaged or wrong items must be made within 7 days of the delivery date.


I THINK MY ORDER IS WRONG AS IT ONLY CONTAINS SOME OF MY ITEMS?

We’re sorry if there’s an item missing from your order. Before contacting our Customer Support team, we recommend checking the following;

  • Check your shipping confirmation email titled "Your order is on the way" to see if your order is being shipped in separate parcels. This can happen due to stock availability, meaning sometimes items have to be sent from different warehouses. If this does happen, you may receive another email titled “Some items in your order are on the way” containing further information, and the remainder of the items in your order will arrive shortly afterward.

  • The item(s) missing may have been out of stock - it’s worth checking your emails (including your junk/spam) to see if we've sent you an email about this.

If you already checked your email and in the unlikely event you're missing an item, your order is damaged, or you've received the wrong item/order, please contact us with the following information and we'll get it sorted;

  • Your order number

  • The name of the item you didn't receive

  • A photo and the name of the item you have received (if the wrong item)

All claims for orders arriving with missing/wrong items must be made within 7 days of the delivery date.