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 firstname.lastname@example.org 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.
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.
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:
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.
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.
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. Please keep in mind that one of our representatives will be in touch with you within three days from placing your order to provide more information regarding your order status. Our current shipping fees are set for ground shipping nationally and standard shipping internationally.
If you have any questions on how to return/exchange your merchandise, please contact us.
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.