Refund policy
Refund & Return Policy
Last updated: September 9, 2026
30 days to make it right
You have 30 days from the delivery date to contact us about your order. What we do next depends on what happened — the two cases below cover almost everything.
If something went wrong on our side
Wrong item, defective item, damaged in transit, or an order that never arrived.
Email [email protected] within 7 days of delivery with photos of the item and the packaging. We will send you a replacement at no additional cost, or issue a refund instead if you prefer.
You keep what arrived. We never ask you to ship a wrong or damaged item back — the photos are enough.
If you changed your mind
Wrong fit, wrong colour, or simply not for you. Email us within 30 days of delivery and we will work out a partial refund with you. You keep the item, and the amount goes back to your original payment method as soon as you accept it.
We do not accept physical returns for a change of mind. International return shipping costs more than the item is worth to us, and we would rather put that money into your refund than into a shipping label. Refund amounts for a change of mind are agreed case by case and are not automatic.
Items we cannot refund
- Gift cards.
- Shipping Protection, which is consumed the moment your order ships.
- Requests made more than 30 days after delivery.
How to start
Email [email protected] with your order number and what happened — photos help us resolve it faster. We reply within 24 hours on business days.
There is nothing to pack and nothing to send back. Please do not ship anything to us on your own: we have no return address for customer shipments, and a package sent without our agreement cannot be tracked to your order and cannot be refunded.
Refunds
Agreed refunds are issued to your original payment method within 3 to 5 business days of you accepting the amount.
Your bank or card issuer may take an additional 5 to 10 business days to post the credit to your statement — that part is outside our control. If more than 15 business days have passed since we confirmed your refund and you still do not see it, email [email protected] and we will send you the refund confirmation to give your bank.
Exchanges
The fastest way to get a different size or colour is to place a new order and email us about the one you have, so we can settle it separately. That way your new pair ships immediately instead of waiting on anything.
Order cancellations
You may cancel any order for a full refund at any time before it is dispatched. Email us as soon as possible with your order number.
If we cannot ship your order within the time stated in our Shipping Policy, you may cancel for a full refund at any point, even after the delay.
Chargebacks
If something has gone wrong with your order, please email us first. We resolve nearly every issue within a single business day, which is faster than any bank dispute. Filing a chargeback before contacting us delays your money by weeks and does not get you a resolution any sooner.
Contact
Luvensi
[email protected]
We answer every email within 24 hours, Monday to Friday.