What can be returned?

 

Please note that ONLY ready to ship items can be returned - this means items that are explicitly stated as ‘READY TO SHIP’ in the product titles.

Made to order items can be exchanged for the same item in another size or credit note only. If this fabric is completely out of stock and we cannot make another size, we can offer a credit note instead.

If you have customised a made to order item in any way (i.e. a different colour, inseam length in chaps, custom length, custom sizing) these are non-returnable and non-exchangeable. 

Full-price items purchased with a discount of more than 20% are eligible for exchange or store credit only.

 

How do I exchange?

 

Please email info@luanathelabel.com so we can begin processing your exchange. If you would prefer a credit note instead, please write this in the subject title of the email.

We reserve the right to refuse returns if items are not in a resaleable condition, appear damaged, or show signs of tampering.

Exchange items must be sent back within 14 days of receiving your order. We cannot honour any exchanges that are later than this time period. 

 

How do I return?

 

Please email us at info@luanathelabel.com to submit a return request. In your return parcel, please add in a note with your name, order number, and the reason for the return. Without this information, we may be unable to identify your order, which can cause delays in processing.

We offer a 14-day return period, meaning all eligible items must be sent back within 14 days of receiving your order. If more than 14 days have passed, we won’t be able to accept your return, and the item will be sent back to you. All sale items are final and cannot be returned.

Until your return reaches us, it remains your responsibility. Please pack items securely to prevent damage during transit. We strongly recommend using a tracked or signed-for service, as we are not liable for any parcels lost on their way back to us. Keep hold of your proof of postage until your refund has been issued.

Please take care when trying on your items. Returns will not be accepted if they show signs of damage or wear, including (but not limited to) makeup stains, washed fabric, deodorant, perfume, pet hair, spills, discolouration, removed or tampered tags, and general wear and tear. If swimwear is returned marked or dirty, it will be immediately rejected and sent back to you - please keep underwear on when trying on swimwear.

We reserve the right to refuse returns if items are not in a resaleable condition, appear damaged, or show signs of tampering. We accept returns on unworn, unwashed, unmarked, unaltered, and undamaged items.

Order cancellations for made to order products must be done in the 24 hours post purchase - no later.

As a small business, we are currently unable to offer free returns, so return shipping costs are the customer’s responsibility. Additionally, original shipping fees are non-refundable.

If an item is returned to us by mistake, we are not responsible for it. While we will do our best to locate it, this is not always possible. If we can retrieve it and you wish to have it sent back, you may need to cover the delivery cost.

 

PLEASE NOTE: any customised items (including all customisations on preorder items) are non-returnable. This includes all chaps sets where these are made to your inseam measurements.