Last updated: May 28, 2025
At Lushapew, every garment and accessory is crafted with care and precision. We want you to love your purchase, but if your order isn’t quite right, our return and refund policy is designed to be clear, fair, and tailored to fabric-based products.
This page explains the conditions, timelines, and process for returns and refunds, along with the reasons behind each policy—so you know exactly what to expect.
Policy Overview
| Category | Detail & Why |
|---|---|
| Return Period | 90 days from the date you receive the product — this generous window gives you time to inspect, try on, and decide whether the item is right for you. |
| Returns due to Lushapew’s fault | Free ($0) — if your item is defective, damaged in transit, or incorrectly delivered, we’ll cover all costs and provide a prepaid return label, so there’s no financial burden on you. |
| Returns on Customer Request | If you change your mind or choose the wrong size, you pay the return shipping. This keeps prices fair for everyone and lets us offer free returns when it’s our fault. |
| Refund Processing Time | Processed within 5 business days after inspection — so you get your money back quickly without unnecessary delays. |
| Re-Import/Restocking Fee | None ($0) — we don’t charge hidden fees, keeping our process transparent and customer-friendly. |
| Applicable Market | U.S. orders only — this ensures we meet domestic shipping and quality standards without international complications. |
1. General Conditions for Acceptance of Returns
To keep our products in perfect condition for the next customer and maintain hygiene standards for fabric goods:
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The return must be within 90 days of delivery. This ensures the product remains in season, in style, and in saleable condition.
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The product must be unworn, unwashed, undamaged, and free from odors, stains, or pet hair. This keeps our return inventory clean and ready for resale.
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All original tags, labels, and packaging must be intact — they protect the garment during storage and prove the item hasn’t been used.
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Include the invoice or proof of purchase so we can verify your order quickly.
Any item showing signs of wear or alteration after delivery won’t be accepted unless defective on arrival. This protects both our customers and our quality standards.
2. Return Procedures
A. Returns Due to Lushapew’s Fault (Defective, Damaged, Wrong Item)
If you receive an item with manufacturing defects (faulty stitching, print errors, fabric flaws), damage from shipping (tears, stains), or the wrong product entirely, it’s on us.
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Cost: Completely free — we send you a prepaid return label so you don’t spend a dime.
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Solution: Choose a replacement (if in stock) or a full refund including the original shipping cost. This ensures you’re never penalized for our mistake.
B. Returns for Customer Convenience (Change of Mind, Wrong Size Choice)
If the product is exactly as described but you decide it’s not right for you:
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You pay the return shipping cost — this keeps our pricing fair for all customers.
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We recommend tracked shipping and secure packaging to ensure your item arrives back in good condition.
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Once we confirm it’s in original condition, we’ll refund the purchase price (excluding original shipping fees).
3. Items Not Eligible for Return
Some products can’t be resold once altered or customized:
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Gift cards — these are non-refundable by nature.
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Final sale or clearance items — priced lower because they’re non-returnable.
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Customized or personalized products — made just for you, they can’t be resold.
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Items showing wear, washing, or alterations after delivery — this ensures hygiene and quality control for all customers.
4. How to Return
Step 1 – Request a Return
Email [email protected] within 90 days, including your order number, reason for return, and clear photos or videos if the item is defective or damaged. This speeds up verification.
Step 2 – Receive Instructions
We’ll reply within 1–2 business days with detailed packing and shipping instructions. If it’s our fault, we’ll include a prepaid return label.
Step 3 – Pack & Send
Use the original packaging if possible, fold the garment neatly, and protect it during transit. Ship to:
Lushapew – Returns Department 303 Aviation Pl, Manhattan Beach, CA 90266, USA
5. Refunds
We believe in fast, transparent refunds:
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Timeframe: Within 5 business days after your return is inspected.
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Method: Sent to your original payment method (credit card, PayPal, etc.), unless you request store credit.
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Notification: You’ll get an email confirmation the moment your refund is processed.
6. No Restocking Fees
We never charge a restocking fee — our goal is to make returns straightforward and stress-free.
7. Order Processing & Shipping Times
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Processing: 1–2 business days (Mon–Fri, excluding U.S. public holidays) — quick turnaround to get your order out fast.
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Transit: 4–6 business days for standard U.S. shipping — so you get your order promptly.
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Cut-off Time: Orders placed by 2:00 PM PST are processed the same day, ensuring the fastest possible delivery.
8. Contact Us
If you have any questions or need help with a return:
- Address: 303 Aviation Pl, Manhattan Beach, CA 90266
- Email: [email protected]
- Phone: +1 (310) 891-8951
- Support Time: Mon–Sun: 8:00 AM-5:00 PM PST