Return and Refund Policy

Return and Refund Policy

Your satisfaction and trust are at the heart of everything we do. We want you to shop with confidence, knowing that our commitment to a smooth, transparent return and refund process has earned us nearly a perfect 5-star rating. If anything falls short of your expectations, we’re here to help make it right.

Return Eligibility

  • Time Frame: Returns are accepted within 7 days of delivery.
  • Condition: Items must be unworn, undamaged, and include all original designer tags, security bands, and packaging.
  • Non-Returnable Items: Underwear, swimwear, gift cards, final-sale items, or customized items are not eligible for return.

Return Process

  1. Initiate: Begin your return at https://returns.reshop.com/lozuri
  2. Select Items & Refund Method:
    1. Instant Refund †: Get refunded through Reshop before we receive your items. Learn more at https://www.reshop.com/how-it-works
    2. Standard Refund: Processed within 2–3 business days after items arrive and are approved. Funds typically appear in your account within 3–10 business days, depending on your bank.
    3. Store Credit: As part of our Standard Refund process, we will cover the return shipping, waive the 5% restocking fee, and issue a full store credit. 
  3. Ship: Use the prepaid DHL label provided upon approval. Please drop off your package with DHL within 5 business days. Late returns may be declined at our discretion.

† ReShop is only available to US Customers at this time. Availability is subject to change.

Rejected Returns

  • Condition Issues: If items are missing tags/security bands or show signs of wear, they may be rejected. You can pay a $50 shipping fee or provide your own label to have these items returned to you.
  • Damage in Transit: If items are damaged because of insufficient packaging, you may be held responsible. We encourage you to take photos of your package before handing it off to the courier.

Exchanges

  • Availability: Exchanges depend on stock; if your requested size or product is unavailable, you can opt for a refund (5% restocking fee) or store credit (no restocking fee).
  • Same-Product Exchange: Your first size exchange is free. For any additional size exchanges, a $50 shipping fee applies per exchange. If there’s a price difference, we will adjust accordingly.

Fees & Deductions

  • Restocking Fee: A 5% restocking fee applies to refunds (waived if you choose store credit).
  • Non-Refundable Charges: Duties, taxes, and shipping fees are not refundable.
  • Shipping Deduction: If a return brings your original order total below $750, a discounted shipping fee of $39 will be deducted.
  • Damaged/Defective Items: No fees apply if the item is confirmed damaged or defective.
  • Order Cancellations: Orders cancelled after 24 hours of placement is subject to a cancellation fee as outlined below.

Order Cancellations

  • Within 24 Hours: Cancel free of charge if your order hasn’t shipped.
  • After 24 Hours: A $25 cancellation fee applies (credited toward a future purchase).
  • Post-Shipment: If any part of the order has shipped, please process a return once it arrives.

Damaged or Defective Items

  • Notification: Please email us within 7 days of receiving a damaged or defective item.
  • Verification: We may request photos or videos of both the item and original packaging for evaluation.
  • Resolution: We will work with you to resolve the issue depending on the circumstances.

Warranty & Defects

  • Coverage: Manufacturer defects are covered within the 7-day return window.
  • Exclusions: Normal wear and tear, misuse, or improper care are not covered.

Price Adjustments

  • One-Time Adjustment: If an item’s price drops within 7 days of your purchase, you can request a store credit for the difference, subject to approval.

Gift Cards

  • Non-Refundable: Gift cards cannot be redeemed for cash or refunded.
  • Returns with Gift Cards: Any refunded amount goes back to the original gift card.

Additional Refund Considerations

While we strive for a seamless delivery experience, mishaps happen. Below are a few considerations to keep in mind that may affect your refund. As always, our client services team is here to help find an amicable solution in your favor.

  • Missing Packaging or Tags: If items lack original tags or packaging, we may reduce your refund accordingly. Our Client Services team will contact you if there’s an issue.
  • Partial Refunds on Bundled/Discounted Items: If you return only part of a bundle or promotional offer (e.g., a ‘Buy Two, Get One Free’ deal), your refund will be adjusted to reflect the full retail price of items kept. Any discount or free item from the bundle will be forfeited.
  • Multiple Return Shipments: We encourage sending all return items in one shipment using the return label we generated for you. If multiple return shipments are made for the same order, additional shipping fees or restocking fees may apply to each shipment.
  • Excessive/Repeated Returns: We monitor return activity for repeat patterns. If we notice an unusually high volume of returns, we may limit or decline future orders and returns at our discretion.
  • Return Packaging Requirements: Please package your item securely, ideally in the original box with protective materials. Any damage resulting from inadequate packaging may affect your eligibility for a full refund.
  • Refused or Undeliverable Shipments: For packages that are refused or deemed undeliverable by the carrier, the cost of return shipping may be deducted from your refund. You can pay a $50 shipping fee or provide your own label to have these items reshipped to you, subject to anti-fraud approval. If the package is returned outside our stated return window, it may be ineligible for a refund.
  • Proof of Shipment: We strongly recommend keeping your return shipping receipt and tracking information. If the shipment is lost in transit and you cannot provide proof of shipment, we may be unable to process your claim.
  • Gift Card and Store Credit Expiration: Gift Cards and store credits do not expire. 
  • Fraud or Item Tampering: We reserve the right to refuse returns if an item appears to have been tampered with, swapped, or otherwise misrepresented. This includes returning non-genuine or altered items.
  • Special or Limited-Edition Exceptions: Certain limited-edition or special-sale items may be final sale, and returns or exchanges may not be permitted. When applicable, this will be clearly stated on the product page and at checkout.
  • International Returns: All returns must be shipped from the same country to which the order was delivered. If your return originates from a different country, import fees, duties, and additional shipping costs will be your responsibility. However, the return and delivery of such may be denied at our sole discretion.
  • Expired or Canceled Payment Methods: If the original payment method you used is canceled or expired by the time of refund, we will either issue your refund via a mailed check or provide the amount as store credit, at our discretion.
  • Timely Communication: Please report any issues with your order—such as missing or damaged items—within 48 hours of delivery. Prompt communication helps us resolve matters swiftly and ensure the best possible service.

Contact Us

  • Email: clientservices@lozuri.com
  • Phone/Text/WhatsApp: +1-888-929-9969
  • Facebook & Instagram: @shop.lozuri