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 offers free returns. We accept returns within 14 days of delivery. Because the majority of our inventory is unique or one-of-a-kind, we may not be able to accept exchanges.

If an item is found to be defective within our 14-day return policy window, you can return it for a full refund. Outside of our 14-day return policy, every item sold on comes with the full warranty from the designer. Please contact the client services team at for assistance.

To be eligible for return or exchange, your item(s) must meet the following requirements:

  • 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.

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.


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 - free of charge (including free shipping).

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

You may also submit an exchange request by contacting us over chat, emailing, 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.


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.

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


Lozuri offers free returns, exchanges, and refunds. Once your return has been accepted, your refund will be processed to your original payment method. Refunds can take up to 14 days to show in your account, depending on your payment provider.

Please see our Refund Policy for more information


To start a return or exchange, please use the form below and be sure to include your order number, the email used for your order, and the reason for your return. 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.

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