Shipping & Returns Policy
At Luzōra, every piece is selected and produced with care in close collaboration with our manufacturing partners. We want your experience, from delivery to potential returns, to feel clear, considered, and reassuring.
Customs & import duties
Depending on your location, orders shipped from our manufacturing partners may be subject to local import duties, VAT, or handling fees. These charges are determined by local authorities and are the responsibility of the customer.
Returns & exchanges
If your order does not meet your expectations, you may request a return or exchange within 14 days of receiving your item.
To be eligible, items must be returned:
- In new, unused, and unaltered condition
- In their original packaging
Items that are used, damaged, altered, or returned without original packaging cannot be accepted.
Refunds
Once your return has been received and inspected by our manufacturing partner, an approved refund will be issued to the original payment method within 3–5 business days. You will receive a confirmation email once the refund has been processed. Depending on your payment provider, it may take a few additional business days for the amount to appear on your statement.
- Shipping fees (if applicable) are non-refundable
- Refunds are only issued after inspection and approval
Return shipping
Because our products ship directly from our manufacturing partners, all returns must be sent back to the manufacturer’s facility. Returns cannot be accepted at our EU office location.
Return shipping costs are the responsibility of the customer. We strongly recommend using a traceable and insured shipping method, as customers are responsible for the safe return of the item.
Before returning an item
Please contact us via our contact page before sending anything back. We will provide you with the correct return instructions and return address to ensure your return is handled smoothly.