Refund policy

Return & Exchange Policy

We strive to ensure the highest quality for our products. Please review our return and exchange policy below:

1. Return & Exchange Window:

  • You can request an exchange within 14 days of receiving your order.

  • You can request a return within 14 days of receiving your order.

2. Accepted Reasons for Returns & Exchanges:

  • For Exchanges: We gladly accept exchanges if you need a different size, or if you received a defective/incorrect item.

  • For Returns (Refunds): We want you to be completely satisfied with your Lupenhall pieces, which is why we gladly accept returns within 14 days of delivery if an item doesn't quite meet your expectations or personal preferences. For returns due to a change of mind, we will issue a refund to your original payment method minus the return shipping fees, provided the garments remain unworn, unwashed, and in their original condition with tags attached. However, in the rare event that you receive a defective, damaged, or incorrect item, please reach out to us immediately, and we will cover all shipping costs to ensure you receive a full refund or a perfect replacement.

3. Item Condition Requirements: To be eligible for an accepted return or exchange, all items must be in their original purchasing condition:

  • Unworn, unwashed, and unaltered.

  • Completely free of stains (e.g., makeup, deodorant) and odors (e.g., perfume, smoke).

  • All original tags and labels must still be attached and intact.

  • The item must be returned in its original packaging.

(Note: Our Quality Control team reserves the right to reject any return/exchange that does not meet these conditions. In such cases, the item will be shipped back to the customer).

4. Shipping Costs:

  • Exchanging for a different size: If you are exchanging an item for a different size (and the original item sent was exactly what you ordered), the customer is responsible for the exchange shipping fees.

  • Defective or wrong items: If you receive a defective item or the wrong order due to an error on our part, we will cover all return and exchange shipping costs.

  • Returns for a change of mind: If an item doesn't quite meet your expectations or personal preferences, we accept returns within 14 days of delivery. A refund will be issued minus the return shipping fees, provided the garment is unworn, unwashed, and in its original condition with tags attached.

5. Refund Process (For Eligible Returns): Refund methods depend on your original payment method:

  • Online Payments (Credit/Debit Cards): The refund will be credited back to your original payment method. Please note that it may take a few business days for your bank to process the transaction.

  • Cash on Delivery (COD): The value of the returned items will be refunded to you via Bank Transfer or Electronic Wallet (E-Wallet).

Refunds will be processed within 7 business days after we receive and inspect the returned items at our warehouse.

6. How to Initiate a Return/Exchange: To start the process, please reach out to us through our Contact Us  or send us a direct message on Instagram.

When submitting your message, kindly include:

  • Your Order Number.

  • The new size you need (for exchanges).

  • Clear photos of the item (if claiming a defect or wrong item).