Refund policy

Return Policy – Lady Luana Fashion & Accessories

Lady Luana Fashion & Accessories is committed to ensuring that our customers are completely satisfied with their purchases. If for any reason you are not satisfied, we offer a 14-day return policy for all eligible items. Please review the details below:

Time Frame for Returns

Returns must be initiated within 14 days from the date of delivery.

Collections & Return Eligibility

To provide a curated shopping experience, Lady Luana offers two distinct collections. Return terms may vary depending on the collection purchased.

Signature Collection

Items from our Signature Collection qualify for:

  • Free return shipping
  • Full refunds to the original payment method

Designer Luxury Collection

Due to the exclusive nature of designer and luxury items, returns for this collection follow partner-specific guidelines:

  • Return shipping costs may be the responsibility of the customer
  • Original shipping costs (if applicable) may be deducted from the refund
  • Free returns are not guaranteed for these items

However:

  • If an item arrives defective, damaged, a return label will be provided at no cost

By completing a purchase, you acknowledge and agree to the return terms associated with the collection of the item purchased.

Reporting Defective or Damaged Items

If you receive an item that is defective or damaged, you must contact us within 24 hours of delivery. Prompt reporting ensures we can resolve the issue efficiently.

Eligible Items for Return

Customers may return most items, with the exception of:

  • Intimate wear (bras, underwear, lingerie)
  • Items that have been opened, worn, used, or altered

Return Shipping (Signature Collection)

For eligible Signature Collection returns, we provide a prepaid return label at no cost. This may be issued as:

  • A QR code, or
  • A printable label

Please note: LadyLuana.com is not responsible if you do not have access to a printer when a printable label is provided.

Return Handling Timeline

Once a return is initiated, packages must be handed to the carrier within five (5) business days, no later than 5:00 p.m. local time on the final eligible day.

Failure to meet this deadline will result in:

  • Automatic cancellation of the return
  • No refund issued

Late Returns Policy

Returns shipped after the five (5) business-day window will not qualify for a refund.

For eligible returns received after this period and approved upon inspection:

  • A store credit may be issued
  • A $9.99 handling and administrative fee will be deducted

Store credit will only be issued for approved returns. Items that do not meet our return-condition standards will not be eligible for a refund or store credit.

Packaging Instructions

  • Use original packaging whenever possible
  • Attach the provided label securely, or present the QR code
  • Do not include items not purchased from LadyLuana.com

We are not responsible for returning unrelated items.

Condition of Items for Return

Items must be returned in their original condition:

  • Unused
  • Unwashed
  • Unaltered
  • With all tags attached and original packaging included

Shoes & Bags (Important)

Shoes and bags must be returned in new, unworn, and undamaged condition, including:

  • Original branded boxes
  • All accessories (such as dust bags, buckles, and laces)

Shoes must only be tried on indoors on a soft, clean surface.

All items are carefully inspected. Any signs of wear, damage, or alteration will result in the return being denied.

Non-Approved Returns & Additional Fees

If a returned item does not meet our return standards (unused, in perfect condition, and in original packaging):

  • No refund will be issued

If the customer requests the item to be returned back to them:

  • A $9.99 processing fee per item will apply
  • Additional shipping costs will also be charged based on the carrier rate required to resend the item

If the customer declines to pay the return shipping fee:

  • The item may not be returned, and no refund will be issued

Incorrect or Malicious Returns

If an incorrect item is returned, or if the return is deemed malicious:

  • No refund will be issued

A $9.99 processing fee will be charged for handling the return.

If the customer requests the item to be shipped back:

  • Additional shipping fees will apply based on the cost to return the item

Please note:

  • Items not originally purchased from LadyLuana.com may not be returned to the sender
  • LadyLuana.com reserves the right to refuse reshipment of such items

Refund Process

Once your return is received:

  • Please allow 1–3 business days for inspection
  • Approved refunds will be issued to the original payment method

Please allow an additional 3–7 business days for your financial institution to process the refund.

How to Initiate a Return

To initiate a return, please contact us at:
📧 myladyluana@ladyluana.com

Important Communication Notice

All order-related communication must be made using the same email address used at checkout. We cannot guarantee a response otherwise.

Contact Information

📧 Email: myladyluana@ladyluana.com
📱 Text Message: 210-668-1699
Please allow up to 24 hours for a response.

Policy Updates

Please note that our return policy may be subject to change, so we encourage you to check our website periodically before making a purchase.
If you have any questions or concerns regarding our return policy, please contact our customer service team for assistance.