Return Policy
Order Confirmation and Policy Agreement
By placing an order through our website, you confirm that you have read, understood, and accepted our Return and Refund Policy.
By completing your purchase, you acknowledge that:
You have carefully reviewed and agreed to our return conditions and applicable timeframes.
You agree to follow the return procedure as described in this policy.
In the case of a chargeback or dispute, this policy together with all related order details and communication records may be used as supporting evidence.
Returns
If you are not fully satisfied with your purchase, you may return eligible items within 30 days after delivery, provided that all conditions listed below are met.
Eligibility Requirements
The product must remain unused, unworn, and unwashed.
The product must be returned in its original condition and packaging.
Only standard inspection and handling of the item is permitted.
Return shipping and any associated handling costs are the responsibility of the customer.
Once your return has been received, it will be processed within 7 business days. We reserve the right to decline returns if items show signs of misuse, excessive wear, or damage not caused by us.
Return Instructions
To begin a return process, please follow these steps:
Send an email to info@lurrielle.com within 30 days of receiving your order.
Include the following information in your message:
Your order number
The reason for your return request
Photos of the item if it is damaged or defective
Your full name and delivery address
Wait for our confirmation and return instructions before sending your item.
Please do not send any products back without prior approval, as unauthorized returns may not be accepted.
We strongly recommend using a shipping method with tracking and keeping proof of shipment until your return has been completed.
Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 2 days after delivery by emailing info@lurrielle.com and provide the following:
Your order number
A short explanation of the issue
Clear photos or a short video showing the problem
After verification, we may offer a replacement depending on availability and the nature of the issue.
In some cases, returning the defective item may not be required.
Replacements for defective products are usually processed within 7 to 14 business days.
Lost or Unclaimed Shipments
If your package is lost during transit, please contact our support team with your order number and tracking information.
We will assist you in submitting a claim with the shipping carrier and arrange a replacement or refund once the loss has been confirmed.
If a package is refused upon delivery, not collected, or returned due to an incorrect address, a deduction of 35 CAD will be applied to your refund to cover administrative and shipping expenses.
Cancellations and Withdrawal Rights
You have the right to cancel your order within 30 days of receiving your goods in accordance with applicable consumer protection laws.
Please note that once an order has been shipped, it cannot be stopped due to automated fulfillment processes. In such cases, you may request a return after delivery following the procedure outlined above.
If you wish to cancel your order before it has been shipped, please contact us at info@lurrielle.com with a clear cancellation request.
The customer is responsible for return shipping costs.
Chargebacks and Dispute Handling
If you experience any issues with your order, we kindly ask you to contact us first so we can resolve the matter quickly and fairly.
In the event of a chargeback or dispute, we will provide relevant documentation to your payment provider, including:
Order confirmation details
Tracking information
Communication records and any submitted images
Submitting a chargeback without contacting us beforehand may delay resolution and could impact your ability to place future orders.
Important Information
All returns must be sent to our central warehouse in Asia at the customer’s expense.
We are not responsible for delays caused by shipping carriers or customs procedures.
Items that are considered hygiene-sensitive must be returned in clean and unused condition, otherwise they will not be accepted.
Returns are not free of charge and shipping and handling fees will apply.
Contact
If you have any questions about this Return Policy, please contact our Customer Support Team at:
We are always here to assist you.