Refund policy

We have a 30 day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be unused, unwashed, in its original packaging, and in the same condition that you received it. For hygiene reasons, we cannot accept returns or exchanges on used or opened silk products unless they are faulty.

If your return is accepted, we'll provide instructions on how and where to send your package. Customers are responsible for the cost of return shipping unless the item is faulty or we sent the wrong item.

You can always contact us with any questions about returns at hello@lushera.co.nz

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

For hygiene reasons, we cannot accept returns or exchanges on used or opened silk products unless they are faulty.

We also cannot accept returns on gift cards or custom/personalised items. Sale items may only be returned if they are faulty or required by applicable consumer law.

 

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at lushera.nz@gmail.com.