STORE POLICY

Thanks for shopping at LUANI, LLC. If you are not entirely satisfied with your purchase, we're here to help. 

No Refunds / Exhange Only

Regular priced items bought at LUANI, LLC will gladly be accepted for an EXCHANGE ONLY NO REFUNDS within 7 days for domestic purchases and 14 days for international purchases from date of delivery. We highly recommend an email sent to luani@luani-store.com regarding your request for exchange (please see further instructions below). To be eligible for an exchange all merchandise must be received back in its original form. It must not be worn, altered, damaged, and free of any stains, odors, or distinct smells including perfume.

All tags must be attached when returned. Your item must be in the original packaging. Your item needs to have receipt or proof of purchase.

Final Sales

PLEASE NOTE THAT ALL SALES, PROMO CODE SALES AND DISCOUNTED ITEMS, ACCESSORIES, SWIMWEAR, INTIMATES, AND BODYSUITS ARE FINAL SALE - NO REFUNDS OR EXCHANGES. If such items are returned a SHIPPING FEE charge will be made to your account and the items will be returned to you. Please note all sale items or items purchased with a promo code are FINAL SALE. 

Pre-Orders / Special  Request Orders

All pre-orders and special request orders are final sale. Due to the extent of processing re-orders and/or producing a garment and/or shipping separately from our imported bulk orders, we cannot exchange or refund these type of items. Please make sure to communicate all your questions regarding pre-orders and special request orders with our customer service team.

Exchange

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your exchange after inspecting the item. If your return is approved, we will initiate an exchange.

Contact Customer Service

We recommend to contact customer service to place your exchange on hold so it does not sell out while we await your package. Please send an e-mail with the order number, the item, and size you would like to place on hold. Please contact us at:

Email: luani@luani-store.com

Return / Exchange Form

Upon confirmation that the item is available for exchange, please indicate the desired model/size in your return/exchange form included inside your parcel and send it back with your returned merchandise to the address provided in the form. Please be advised to retain proof of postage receipt as we are unable to accept responsibility for any lost or damaged parcels incurred during transit to our address. It is highly recommended to purchase a trackable shipping service and/or shipping insurance. We do not guarantee that we will receive your returned item.  Once your return parcel is received processing time is 7-10 business days to process your return. A standard shipping fee will be charged to your account in the event of an exchange for shipping and handling.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable. If you receive an exchange, the cost of shipping fee may be requested through PayPal.

INTERNATIONAL SHIPPING 

Will I Have to Pay for Tax or Customs on My International Order?

When a package ships internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges are typically due once the package arrives in the destination country. Depending on the country, the buyer may be required to pay these charges at the time of delivery, or the seller or LUANI may be required to collect the tax at checkout and remit it to the tax authorities. 

Am I responsible for paying customs fees?

There are two types of taxes charged when goods are imported into a country: customs fees and VAT (or similar tax).

Customs fees are placed on physical goods that are imported into a country from another country or territory. These fees are applied to international sales, but never domestic (unlike VAT, JCT, GST, SST, HST, QST or similar tax, which can be applied to both goods imported into a country and goods sold locally). 

In general, the buyer is responsible for paying the additional costs such as duties, taxes, and customs clearance fees.

Most customs charges are due once the package arrives in the destination country. The amounts can vary widely and are often based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.

If a buyer and a seller are located in different countries, please note that additional duties and taxes (such as those charged at customs) may apply. This is to make it clear to buyers that they may be responsible for paying these additional fees.

Please contact your local customs office to find out your next steps as you may need to pay additional charges. 

COVID-19 Shipping Delays 

This has been difficult for the world. We are all doing our best we can to stay safe. We hope you are doing well and staying safe as well!

Due to the COVID-19 crisis, specifically striking our city of Houston, Texas—we want to stay on the safe side of things for everyone, you, our locals and for ourselves. Our tiny but most effortless team will be working from the comfort of their homes. We ship all our products from our Houston office and because of that, there will be delays with purchases made until further notice.

Contact Us

If you have any questions on how to return/exchange your merchandise, please contact us. 

Disclaimer

LUANI, LLC will not be held liable for any damage which has been caused to your garment by a third-party dry-cleaning company. We strongly advise that you contact us for detailed care instructions prior to the cleaning of your garment.

LUANI, LLC reserves the right to deny an exchange or refund if the garment does not meet our return policy requirements. If a returned/exchanged item is denied, the goods will be returned to the customer.