Returns and Exchange

Thank you for being a part of the LUAR family! 

Here is what you can expect when shopping with us:

 

Just placed your order?

We’re so glad to have you here. 

After placing your order, you will receive a confirmation email with your order details. These often land in spam, so please check your spam and junk folders if you do not receive it. If you are unable to locate it, please email us at customerservice@luar.world and we will resend it. 

 

Looking to change your shipping information?

We aim to ship out all orders as quickly as possible, so for that reason, we are unable to update your shipping details once your order has been placed. 

 

Wondering when you can expect your order?

We know you’re excited to receive your order - we’re just as excited.

Currently, orders placed before 2pm Monday through Friday are shipped out the same day. If your order is placed after 2pm, it will be shipped out the next business day. Once your item has shipped, you will receive an email with tracking information. Please follow the status of your package to ensure that you are aware of when it is being delivered. 

Please note, you are responsible for the cost of shipping an order back out if it has been returned to us for an incomplete address or contact information, or not being picked up from the shipping carrier. Additionally, LUAR is not responsible for orders after they have shipped.

 Looking to return your item(s)?

If for any reason you are not happy with your items, we are pleased to offer store credit as part of our return policy. Please review the terms below:

To be eligible for an return or exchange, your item(s) must meet all of the below conditions:

  • You must submit an exchange request within 14 days of delivery
  • Your item(s) must be in the same condition that you received it, unworn or unused 
  • Your item(s) must be in the original packaging in which you received it

Once the return is approved, store credit will be issued in the form of a digital gift card, depending on your preference.
Store credit will be for the full purchase price of the item(s), excluding shipping fees and discounts used at the time of purchase.
The store credit will be valid for 12 months from the date of issuance.

    If you meet the above conditions, you may initiate an exchange by emailing customerservice@luar.world with your order number and shipping address used at checkout. 

    Once your exchange is received, provided it meets the above conditions, we will process an exchange within 48 hours and send you an email confirmation. 

    Please note the following:

    • Customers are responsible for exchange shipping fees 
    • Items sent back to us without first requesting an exchange will not be accepted
    • LUAR is not responsible for items after they have shipped 

    Placed an order for an international address?

    We love our international family. 

    If you placed an order to be delivered to an address outside of the United States, please note that you are responsible for applicable duties and fees. LUAR does not cover these fees. Please be sure to provide accurate contact information at checkout should customs need to contact you to arrange clearance. This will prevent shipping delays or having your order returned to us. 

    Please note, you are responsible for the cost of shipping an order back out if it has been returned to us for an incomplete address or contact information, not clearing customs, or not being picked up from the shipping carrier. 

     

    Received a damaged or wrong item(s)?

    If you receive your order and notice any damage, defects, or were sent the wrong item, please email us immediately at customerservice@luar.world so that we can make it right. 

     

    Placed an order with one of our stockists?

    Thank you for the support. 

    Please note that orders placed with our partners are subject to different fulfillment policies - please check with them to confirm. 

     

    Have any other questions or concerns?

    We’re always looking to provide you with the best possible product and experience, from start to finish, so if there is any feedback you’d like to share about your experience or reason for returning your item(s), we encourage you to reach out to us at customerservice@luar.world