Return Policy

The heart is a fickle thing. If you decide to return your purchase, please familiarize yourself with our return policy and detailed instructions.

LOZURI accepts returns within 7 days of delivery. Because the majority of our inventory is unique or one-of-a-kind, we may not be able to accept exchanges. Duties, taxes, and shipping are non-refundable.

We strongly encourage that you review the product you are purchasing to reduce the need for return. Double check the sizing and if you're in doubt, please contact us for assistance.

Once LOZURI receives your return, you have the option to:

  1. Exchange for different size: When available, you can exchange your product for a different size free of charge. See our "EXCHANGING A PRODUCT" section below.
  2. Receive store credit: LOZURI will pay for the return and restocking fee while you receive your refund in the form of a LOZURI Store Credit.
  3. Refund original payment: 5% return and restocking fee will be deducted from refund

If an item is found to be defective within our 7-day return policy window, you can return it for a full refund without charge. Please note that we take detailed pictures of all products prior to packing and shipping and will ask for pictures before we process a defective claim.

Outside of our 7-day return policy, every item sold on Lozuri.com comes with the full warranty from the designer. Please contact the client services team at clientservices@lozuri.com for assistance.

Once the return is approved, a DHL Express return label will be dispatched. Clients are allotted a period of 3 business days, beginning from the day the label is issued, to arrange for the pickup of the package or drop it off at a designated DHL service point. If a return is picked up or dropped off with delivery courier after the 3 business day window, it will not be accepted and the package will be returned to you.

RETURN/EXCHANGE ELIGIBILITY

Your item(s) must meet the following requirements for a return or exchange:

  • Item(s) must be unworn, undamaged, and unused, with all tags attached and the original packaging included.
  • Any LOZURI security tags and branded tags must be attached and in their original position
  • Please be careful when trying on your purchases. Footwear must not have any marks on the soles or damage to the shoe box.
  • Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective box for shipping.
  • We are sorry, but we do not accept returns on underwear or swimwear.
  • Once an order ships, or is partially shipped, Shipping is non-refundable

To track your return, use the tracking information emailed to you from DHL.

If anything is damaged or missing from your return, you may not receive your refund. Should any issues arise, a customer service representative will get in touch with you. If we are unable to process your return due to damage, missing items, or missing packaging, we will deny the return and send all items back to you.

EXCHANGING A PRODUCT

Due to our inventory being unique or one-of-a-kind, we may not be able to offer exchanges for every product sold. In such cases, the only remedy shall be a return for refund or return for repair (when applicable). For products that can be exchanged, such a different size, we will do our best to find the correct product and make an exchange with you.

For exchange requests, please submit your exchange request following the instructions below with the replacement you are looking to exchange for.

You may also submit an exchange request by contacting us over chat, emailing clientservices@lozuri.com, or by calling/texting 888-929-9969.

Exchanges through LOZURI are free (including shipping) when possible, except when there is a difference in price between the products. There may be rare circumstances in which an exchanged product has a price difference. If a requested exchange results in a balance due, our client services will be in touch to help find a resolution. We do not charge the difference in price between products that were reverted to full price that were purchased during a sale, nor do we charge the difference between orders placed using a promotional code and full price.

In all cases, a member of our client services team will work directly with you.

CANCELING AN ORDER

You may cancel your order within 12 hours of placing it. Once the cancellation is processed we will issue a full refund. After 12 hours, we will not be able to cancel your order. You will need to wait until the order has been delivered, and then you may return the item if you would like at that point.

All cancellations will incur a $25 USD cancellation fee. Shipping Insurance, duties, taxes, and shipping fees will be fully refunded.

Orders that LOZURI cancels (eg: items unavailable) are not subject to the $25 USD cancellation fee.

You may cancel an order by contacting us over chat, emailing clientservices@lozuri.com, or by calling/texting 888-929-9969.

REFUNDS

Please see our Refund Policy for more information

INSTRUCTIONS FOR RETURN OR EXCHANGE

  1. Log in to your account by visiting https://account.lozuri.com/
  2. Click the order that you want to return
  3. If your order has more than one item, select the items that you want to return
  4. Select a return reason and add a note for the store. Please note if you would like to request an exchange (if possible) along with the exchanged size.
  5. Click Request return
If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund or exchange.
 
Please note that a shipping label may take a couple of days to be sent to you.

In some cases, we may ask for high resolution pictures of the product to assist us with your case. A member of our team will be in touch for next steps.