RETURNS & EXCHANGES
RETURNS & EXCHANGES
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Germany
We want you to enjoy a completely worry-free shopping experience. That’s why you can try on all items in the comfort of your home and decide in peace whether they are the right fit for you. If something doesn’t meet your expectations, our return and exchange process is designed to be straightforward and customer-friendly. You can choose to exchange your item, request a refund, or receive store credit - whatever works best for you.
14-Day Return & Exchange Window
You have 14 days from the day your order is delivered to start a return or exchange. The time it takes for the package to reach us afterward is not included in this period.
Returns within 14 Days - Free of Charge
If you initiate your return within the first 48 hours after receiving your order:
Return shipping is completely free.
- Once your package arrives and has been inspected, we will also refund the shipping costs you originally paid (if any).
Exchanges
If you prefer an exchange, we will send out your new item free of shipping charges, regardless of when you initiate the request within the 14-day period.
Return Conditions
To ensure a smooth and fair process for all customers, please make sure that returned products meet the following criteria:
Items must be unused, in perfect condition, and include all original labels, branded packaging, boxes, dust bags, hang tags, and cards - these are considered part of the product.
Shoes should only be tried on indoors and on a soft or carpeted surface.
Swimwear must be tried on over underwear.
If you want to return multiple items from one order, please send them back in a single shipment so we can process your request faster and more efficiently.
Important Notes
We reserve the right to decline a return if the item shows visible signs of wear, damage, or alteration from its original condition. In such cases, a full refund may not be possible, or the refund amount may be adjusted accordingly. Returns that cannot be accepted may be shipped back to the customer at their own cost.
Rest of Europe
You can try on your purchase in the comfort of your own home and decide at your own pace. Our return and exchange process is designed to be straightforward, so you can shop confidently. Within Europe, you may choose to exchange an item or return it for a refund or store credit.
14-Day Return & Exchange Period
You have 14 days from the date of delivery to initiate a return or exchange.
The time needed for the package to travel back to us is not included in this period.
You can purchase a return label at attractive European rates and choose a convenient drop-off or pick-up option.
Return shipping costs will be credited to your next order(s) as a small thank-you.
For exchanges, we will always ship the replacement item to you free of charge, anywhere within Europe.
Return Conditions
To ensure smooth processing, please send items back in the condition you would wish to receive them:
Items must be new, unused, and returned with all original tags attached.
All branded packaging - boxes, dust bags, hang tags, and cards - must be included, as they are part of the product.
Shoes should only be tried on indoors on a carpeted surface.
Swimwear must be tried on over underwear.
Please return all items from the same order in one shipment, allowing us to handle your request as quickly as possible.
Important Information
We reserve the right to decline returns if an item shows signs of wear, use, damage, or alteration from its original condition. In such cases, the refund or exchange value may be reduced, or the request may be rejected entirely. Items that cannot be accepted may be sent back to the customer at their own expense.
Please note: Our return and exchange services are available exclusively for orders within Europe.
I WANT TO EXCHANGE
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Exchanges in Germany
Customers may request an exchange within 14 days of receiving their order.
For all exchanges within Europe, we ship the replacement item(s) to you free of charge.
If you ship your return within 2 days after receiving your order, we will refund return shipping costs up to €5.95.
You will be notified as soon as your new item(s) have been dispatched. All exchanged items are delivered to the same address used for the original order.
Once your return has reached our warehouse, please allow up to 5 business days for us to process the exchange.
How to Make an Exchange
Exchanges are simple and can be completed in a few steps:
Step 1: Request Your Exchange
Visit our Return & Exchange Portal and enter your order number and email address.
Select the item(s) you wish to exchange.
Step 2: Access Your Return Instructions
Check your email for a link to your personal return page via Returnista.
Purchase your return label at our attractive European rates.
Choose a local drop-off point or arrange a pick-up that suits your schedule.
Step 3: Send the Parcel
Drop off your package or hand it over for pick-up.
Be sure to include the packing slip in the box with the item(s) you are returning.
Disclaimer: the customer is always liable for the return shipment. If a return is not received by our distribution center, we cannot initiate a refund or exchange. The maximum amount of times a customer can exchange an item is two. If the customer wishes to return after exchanging twice, the customer is reimbursed in the form of store credit. All shipping costs are deducted from the amount that is reimbursed.
Exchanges in EU
Customers may request an exchange within 14 days of receiving their order.
For all exchanges within Europe, we ship the replacement item(s) to you free of charge.
If you ship your return within 2 days after receiving your order, we will refund return shipping costs up to €5.95.
You will be notified as soon as your new item(s) have been dispatched. All exchanged items are delivered to the same address used for the original order.
Once your return has reached our warehouse, please allow up to 5 business days for us to process the exchange.
How to Make an Exchange
Exchanges are simple and can be completed in a few steps:
Step 1: Request Your Exchange
Visit our Return & Exchange Portal and enter your order number and email address.
Select the item(s) you wish to exchange.
Step 2: Access Your Return Instructions
Check your email for a link to your personal return page via Returnista.
Purchase your return label at our attractive European rates.
Choose a local drop-off point or arrange a pick-up that suits your schedule.
Step 3: Send the Parcel
Drop off your package or hand it over for pick-up.
Be sure to include the packing slip in the box with the item(s) you are returning.
Disclaimer: the customer is always liable for the return shipment. If a return is not received by our distribution center, we cannot initiate a refund or exchange. The maximum amount of times a customer can exchange an item is two. If the customer wishes to return after exchanging twice, the customer is reimbursed in the form of store credit. All shipping costs are deducted from the amount that is reimbursed.
RECEIVING A REFUND
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Receiving a Refund
Once your return shipment has been received by Aurélien your refund will be initiated within 3-7 working days*
When Luscaro receives your return shipment, your shipment will be processed
Processing time is approximately 3-7 working days
You will receive a REFUND notification once your parcel has completed processing
For returns sent within our 14 days period, a full refund of the purchase amount (minus shipping costs) is issued to your original payment method.
Shipping costs are not refunded.
Refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
Within the EU, all sales taxes are refunded. Outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.
*During exceptional peak periods processing times may be longer.
INCORRECT / FAULTY GOODS
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Returning incorrect / faulty goods
We have strict quality control. All items are checked thoroughly for any flaws before they are shipped to the customer. Goods are considered faulty if they are received damaged, or where a manufacturing fault occurs within six months after purchase. Please note that items that are damaged as a result of wear and tear are not considered faulty*.
Incorrect item:
If you received an incorrect item please contact our customer support and provide us with an image of the item AND the box(label). We will exchange the incorrect item(s) at our expense.
Faulty item:
If you have received a faulty item, please contact our customer support immediately and provide us with an image of the item. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.