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Returns/Exchanges

RETURNS/EXCHANGES

Return of goods is at the user's cost. We recommend that you return your item using your domestic postal service on a standard shipping method. Make sure to obtain a proof of postage and keep it until we have acknowledged the arrival of your goods. Please ensure you fill out this form and include it inside your pack.

  • Items must be returned within 14 days of receipt of your goods. This is dated from the date you send the package. Items must be unworn, unwashed and with all the original tags attached. We cannot accept items that have distinct odours or signs of wear and tear. If the item(s) does not meet these criteria they will be sent back to you.
  • We cannot accept any underwear or socks for hygiene reasons
  • If you wish to exchange for a different size please indicate so with the return form enclosed with the goods.
  • If you consider your items to be faulty please first contact our customer services department through our contact us page or via email at lupaura.help@outlook.com. Make sure to include your order number and give a brief description of the fault. Please providing photographic detail if you are able to. It may not always be necessary for you to return your faulty goods to us, and we will evaluate this at the time and on a case by case basis.
  • Faulty good claims must be made within the 14 day period. Anything beyond the 14 days will be considered normal wear and tear of use, and can be subject to denial. 
  • The returns parcel remains your responsibility until the goods are received and booked back into our warehouse.
  • Once we have received your package into our warehouse and it has been processed you will be informed of what action is being taken.
  • Exchanges are sent out on a standard service (not an express service)
  • Exchanges can only be with the total value of goods purchased, or the same product in a different size.
  • Your shipping costs are non-refundable.
  • We do not accept returns/exchanges for 'Final Sale/Sample Sale' items or other products which are clearly stated as non-refundable.
  • Returns can take 4-6 days to process.

We reserve the right to return the items to you based on any of the terms outlined in our policy, goods will be returned to you in the same condition they are received in. 
Whilst every effort will be made to replace any stock with like for like product under certain circumstances your preferred product may not be in stock. In this instance, Lupaura reserves the right to issue a refund or credit to the value of the original product value. The product must also pass all other returns criteria.

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