Frequently Asked Questions

At LOZURI, we partner with over 120 trusted European boutiques to bring you an unparalleled selection of authentic designer pieces. Our platform curates and aggregates rare finds — often items you won’t see in stores — and delivers them directly to your doorstep with white-glove care.

At LOZURI, we harness cutting-edge AI to redefine luxury shopping — faster, smarter, and more secure. Your personal information is never used, stored, or shared with any AI systems. Our technology powers a superior experience and unlocks exceptional value you won’t find anywhere else.

Where we don’t leverage AI is in client service — every conversation is handled by a real LOZURI team member, dedicated to delivering the personalized attention you deserve.

When you place an order, LOZURI secures the item directly from the boutique partner. Every piece is sent to our fulfillment center in Marbella, Spain, where it undergoes a meticulous quality and authenticity inspection and is secured with a LOZURI security band.

Once approved, your item ships directly to you within just a couple days. If any issues arise during inspection, our team addresses them immediately to ensure you receive only the finest.

LOZURI is constantly expanding our boutique partnerships to bring you even more exclusive pieces — at prices you'll love. If you're a boutique interested in joining our curated network, please reach out to our client services team for more information.

We ship to all locations except Europe via DHL Express, the global leader in international shipping.

Signatures are required for all deliveries so we do not ship to PO Boxes, Army Post Offices (APO), or Fleet Post Offices (FPO) at this time. You must use a physical address and be available to sign for the package.

Your order is shipped from our primary fulfillment center in Spain. We have a dedicated fulfillment team that is trained to do a thorough quality and authenticity check before preparing your order for delivery.

You can expect to receive your order in about 5 - 10 business days after placing your order via DHL Express.

Because orders ship internationally, many factors impact your final delivery date. Customs processing, weather, courier, and other delays all play a role that are outside of our control.

Should any shipping issue arise, we will contact you promptly.

Shipping is complimentary on all orders.

We pay your import duties, which are included in the product price.

You will not be required to make any additional payments to the courier upon delivery.

You can cancel an order within 24 hours of placing it free of charge. A $25 USD cancellation fee will apply to successful cancellations after the 24 hour window (this can be used as a future store credit).

Please note that while we cannot guarantee cancellation, we will try our best. Please contact client services as time is of the essence.

Duties are included on all shipments unless otherwise stated.

You will not need to pay the courier additional duties or taxes for delivery.

Sales tax varies by region, is calculated based on location, and is added at checkout.

Credit cards are authorized upon checkout. Upon successful anti-fraud verification, your card will be immediately charged.

We also offer Paypal, and buy now pay later solutions at checkout.

We accept all major credit cards. We also offer Paypal, and buy now, pay later solutions from Shopify and Afterpay.

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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

• Initiate: Begin your return at https://returns.reshop.com/lozuri
• Option 1: Instant Refund: Get refunded through Reshop before we receive your items. Learn more at https://www.reshop.com/how-it-works
• Option 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. 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. 
• 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.

For full details and return instructions, see our Return & Refund Policy.

Standard refund or Store Credit: Once your return has been accepted at our warehouse, your refund will be processed to your original payment method or via store credit. It can take up to 7 days to show up in your account.

Instant refund: We’ve partnered with Reshop to enable instant refunds. If eligible, you can get your refund from Reshop immediately - even before you ship back your item(s). Learn more about Reshop.

See more detail in our full Return & Refund Policy.

Taxes, Duties, and Shipping are non-refundable. If you decide to return an item, please review our returns policy and submit your request at the bottom of the page.

If the item you return does not meet our requirements, one of our customer service representatives will reach out to you to find a resolution on a case-by-case basis.

Returns may be declined due to damage, missing items, and missing or damaged packaging.

If your return cannot be accepted, we will send the item back to you.

Cancellations within 24 hours are free. After 24 hours, cancellation fees are $25 when a customer requests order cancellation, only if the item has not yet shipped. Cancellation fees do not apply to orders that LOZURI cancels (eg: out of stock).

Restocking fees only apply to orders that request a refund to original payment method.

You can avoid restocking fees by opting for a Lozuri store credit in the form of a gift card.

We have introduced these fees so that LOZURI can continue to provide the most competitive pricing in the market without raising prices to accommodate cancellations and returns.

Additionally, we offer client services to assist you in picking the correct size to reduce the odds of a return.

We guarantee authenticity of all items sold at LOZURI.

All items are delivered to you with original brand tags, packaging (when available), and the full warranty during the return period.

If you are in doubt, or for peace of mind, please feel free to bring your product to a local merchant for an additional authenticity check.

Our site is continuously being updated with new items as we discover them. Subscribe to our newsletter to be notified of special product drops before everyone else!

In the rare event that you receive an item that is damaged or defective, please contact Client Services as soon as possible so that they can resolve the issue. You may be asked to share photos or videos.

All LOZURI products are sourced from top, vetted boutiques across Europe.

LOZURI sources all products from luxury boutiques across Europe. LOZURI does not work directly with designers or brands. This allows us to aggregate inventory from over 100 boutiques across Europe without you ever having to book a flight or hotel.

Additionally, trademarks are owned by their respective brand owners. No brand owner endorses or sponsors listings on LOZURI, nor does any designer or brand owner have an association or affiliation with LOZURI.

Most products will have a True Fit widget available to help you choose the correct size.

We recommend checking out our global sizing chart found on every product page for reference and also the sizing guide from the designer's website for more accurate fitment.

Keep in mind that international sizes are different and fit can vary between designers. We suggest looking up sizes directly from the designer if you are unfamiliar with fitment.

Lastly, please reach out to our client services and we'll assist in choosing the correct size.

If you order the wrong size, items can always be returned within 7 days free of charge for an exchange. If we have an alternative size in stock, we will attempt to make an exchange if requested.

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