Exchanges and returns

Return Policy

Would you like to exchange or return your purchase? We are happy to help! Exchanges or returns are possible up to 14 days after the delivery date.

- What are the return conditions?

Our return policy guarantees that you can return your order within 14 days of receipt without any reason.

Items must be returned to us in an unworn and unwashed condition, suitable for resale with tags still attached.

- Returns policy for sale products

Products purchased during a sale, with a special discount or at a reduced price cannot be returned for a refund. Instead, we are happy to offer you a credit note for the purchase price of the returned product (with the exception of hygiene products).

For stack deals (such as 1+1, 1+2 etc.) all items must be returned together. We cannot provide a refund or store credit if not all items are returned. However, items in the stack deal can be exchanged for a different size or color of the same product. If you only want to exchange one of the items, return only the one you want to exchange and keep the other.

Terms and conditions for vouchers:

  • The voucher is valid for a specific period, which is stated upon issue.
  • You can use the voucher for future purchases on our website.
  • Vouchers are non-transferable and can only be used by the original purchaser.
  • Vouchers cannot be exchanged for cash.
  • If the purchase amount of the returned product is higher than the value of the voucher, you must pay the difference.
  • Vouchers cannot be used in conjunction with other discounts, promotions or offers unless otherwise stated.
  • Hygiene products cannot be returned or exchanged for a credit note.

Return procedure for sale products:

  • Please contact our customer service via customerservice@lussa.nl to register your return.
  • Please ensure that the products are unused and undamaged, including all original labels and packaging.
  • Please send the product together with the original invoice and a copy of the return request to the specified address.

Exceptions: This sale product return policy does not apply to products with manufacturing defects, damaged products and hygiene products. In case of defect or damage, please contact our customer service immediately for further assistance.

- How long does it take to exchange a product?

If you indicate that you want to exchange a product when you register your return, we will work on it immediately. This way we can make sure that your exchange is completed within a few days.

- What can I do if my exchange product is no longer available?

Please ask our customer service team about your options. We will update you on when we expect to be able to deliver the product. If you have already made your return and the product is sold out, we will contact you and work with you to find a solution.

- Where can I find my order number to register my return?

Your order number can be found in the confirmation email you received after placing your order. This is a code that starts with #. If you have not received this email correctly, our customer service will be happy to assist you.

- What should I do if a product is defective or damaged?

Unfortunately, it sometimes happens that a product is damaged during shipping or production. We are of course happy to solve this with you. Send a message to customerservice@lussa.nl with a photo of the complaint. Our customer service will work with you as soon as possible to find a solution.

- To which address should I return my order?

Because we want to offer our products to you as a customer as low as possible, our warehouse is located in China. Returns must be sent to the address below;

Address: Lane 1177, Jianlan Road, Meixu Street Dayone Warehouse, YinzhouQu
Postcode: 315000
City: Ningbo Shi
Province: Zhe Jiang Sheng
Country: China

- What should I do if I want to return my order outside the return period?

Remember to deliver your return within the 14 day period before the return period expires. In the unlikely event that this does not work, we offer you the possibility to exchange the product for a replacement or a voucher. Ask our customer service for the possibilities.

- How long does a refund take?

We do our best to process returns as quickly as possible. After receiving your return in our warehouse, we will ship it within 10 business days. On your track and trace that you receive with your return, you can see when the package has arrived in our warehouse. From then on the 10 business days start. After the refund has been made, you will receive a message about it. Please note that it can take up to 3 days before the refund is visible on your bank

- Why can't the beauty & health products be returned?
A list of hygiene products that cannot be returned and refunded (the list is not exhaustive): underwear, bikini, make-up, hair styling products, beauty products, etc. We take hygiene and public safety seriously and do not allow the return of beauty and health products for the safety of all our customers. We are not alone in this. Other suppliers of beauty and health products do not allow returns for the same reasons.

- Do I have to pay for my return shipping?
Yes, all customers are responsible for their own return shipping costs. The cost can vary depending on your location between €15 and €28. We recommend that you send your return with a Track & Trace as we cannot accept responsibility for lost returns.

Request a return

  • Request the return form via klantenservice@lussa.nl
  • Please send your return form together with a photo of the products you are returning to klantenservice@lussa.nl by email.
  • Once approved, please ensure your return is properly packaged and meets all of the conditions below.
  • Please mark 'Returns' clearly on the outer packaging of your parcel.
  • Please use an insured tracking service to ensure your parcel reaches us safely.
  • Please send a follow-up email with your tracking information to customerservice@lussa.nl

Return Policy and Guidelines:

  • All returned items must be unused and in original plastic packaging.
  • We are not responsible for the cost of returning the items.
  • Please ensure that all returned items are properly packaged to ensure they do not get damaged in the mail.
  • Please ensure all return packages are sent using a trackable, insured service as we cannot accept responsibility for items damaged or lost during return transit.
  • Please ensure the returns form is approved - failure to approve may result in your return not being processed.

    What is not eligible for a refund?

    • Lost returns because the package was not shipped with a trackable and insured service
    • Severely damaged returns due to poor packaging
    • Returns sent to the wrong address
    • Returns outside the period
    • Return costs

CONTACT US

Do you have questions about your return? Do you have something to say? We are happy to help you! You can reach us via the following channels:

For questions or comments, please email klantenservice@lussa.nl

And of course you can also reach us on Facebook!