Returns, Exchanges and Refund Policy

Thank you for taking the time to read our Policies prior to purchase to ensure the best customer experience possible. 

EXCHANGES

We recommend due to our high turnover, placing a new order for the bag you'd prefer and we'll ship it out right away while you return your original item for a refund to your original form of payment.  Returns are processed as per our return policy below.

 RETURNS

We hope you love the bag you selected but if you have a change of heart and decide to return it we kindly ask the original purchaser contact us using our return request portal HERE .

We need to request a RETURN OF GOODS service to return your item using the original shipping method before the service expires 7 days after delivery. Mon-Fri.  We recommend sending a request no later than 3-5 days after receiving the item as it will need to be in the mail within 7 days from delivery. 
Feel free to email us over the weekend and on Holidays however keep your return deadline in mind as we will only be able to request the service the following Monday.

Our Shipping Team will provide a return lable for all eligable returns within 24-48 hrs Mon - Friday

Return of Goods Label

We will provide a return of goods label for Canadian orders. Please note this service expires and items must be mailed back within 7 days of delivery.

Important to note: Rurals area's which have delivery surcharges have additional return fees which will be deducted from refunds. Please be aware of this prior to ordering. 

Return of goods service will be deducted from refunds. Actual costs of shipping + 11.50 clearance fee charged by our Canadian Shipping Service to accept anc clear returns within Canada. (each additional returned item + $3.75)

 REFUND POLICY

Items must be in perfect unused condition, not come into contact with perfumes, smoking products or leather treatments and all packaging included. Refunds are issued after quality control has completed a check of the returned item within 1-7 business days minus shipping and return fees. We do not accept returns on used or damaged items for any reason. 

*Partial Refunds : Any requested and/or agreed partial refunds issued are final sale. Please ensure you use your discount code at checkout and only accept partial refunds on items you intend to keep.

ITEMS NON-REFUNDABLE   

All Sale Items are non-refundable/returnable/exchangeable.

Lusher Archives: Discounted items from previous seasons discounted for final sale.

Almost Perfect - formerly know as 'Second Sale': Bags and Belts that didn't pass our high standard of quality control deeply discounted for final sale. Full details HERE

Gift Cards are non-transferable, refundable, and can not be cancelled as they are issued as soon as payment is submitted and issued immediately. Gift Cards are guaranteed and secure and LUSHER is unable to cancel or alter the amount issued.

Shipping fees where applicable are not refundable. We understand sometimes there are delays with shipping carriers but we are unable to refund shipping fees due to delays.

Abandoned or neglected packages are not refundable and are customer responsability to retrieve from the shipping service. 

REFUSED or MISSED DELIVERIES, FORCED RETURNS

Please note: Applicable to items that are not accepted at time of delivery, not picked up at your local carrier office prior to the cut off ( Purlator / UPS / Canada Post) customer errors in providing the correct address. If you are unable to get your package it is your responsibility to contact the shipping service to advise and arrange delivery at your convenience. 

Refused packages and those that are not received due to negligence on the part of the recipient are non refundable. 

 CANCELLATIONS: Orders placed due to customer error

We have a team of customer care agents who will do their best to cancel your order. Please understand we endeavour to ship packages within 24 hrs and may not be able to recieve your email and contact our shipping team in time to cancel your order. When entering your shipping address you are creating your lable with the carrier, the 12.99 'shipping fee' charged by the carrier to creat your lable at checkout is not refundable  if an order is cancelled. 

If you have received your tracking number your item has already shipped. LUSHER is not responsible for orders placed in error by the customer and the customer is responsible for the fees incurred. You will be responsible to return your item to us. Full and Actual shipping fees both to and from the customer and all fees associated with a recalled/cancelled order are non refundable and are deducted from refunds. This is standard policy for all online retailers