LUS Policies
Return & Exchange Policies
We are happy to offer a full refund or exchange on unopened products within 30 days of purchase. Please contact us first to initiate your return or exchange request.
PLEASE NOTE: All returns and exchanges require email authorization and are subject to quality assurance review upon receipt. If you return your products without authorization, or if they are found to be opened or used upon inspection, you will not be eligible for a refund or exchange. Please note that you are responsible for the cost of return shipping to our distribution center located in Toronto, Canada. Please contact us to initiate your request and receive your return instructions.
If you have opened or used your product(s) and have any concerns at all, please contact us. Some of our customers report a trial & error phase to learn the best application technique for their curls. That's normal, don't give up! While we cannot accept return or exchanges on opened or used products, we have tons of great resources to help you find what works for your unique curls. Check us out on YouTube or our blogs, or reach out for one-on-one support with one of our Curly Care Specialists. Learning to love your curls takes time (and practice) and experimentation (and practice) and can be loads of fun. Let’s get started....we’ve got your back!
Shipping Policies
INTERNATIONAL SHIPPING TERMS
All international orders (outside of Canada and U.S.) may be subject to customs and duty fees upon arrival in the destination country. Please note: these fees are paid to your local carrier or government and are not collected by LUS Brands. We ship all international orders DDU (duties delivered unpaid) meaning we do not collect any local taxes/fees in the price charged on the website. Please consider import duties and taxes if you are shopping internationally.
RETURN TO SENDER
1. Customer Error
It is the responsibility of the buyer to make sure that the shipping address is entered correctly before completing the purchase, and that you are shipping to a deliverable address. You have a 4-hour window to make changes after placing your order. Please follow the self-serve instructions in your order confirmation email. Always double check before placing your order! If your order is undeliverable due to an incorrectly entered address, you are responsible for the cost to reship a replacement item.
2. Carrier Error
In the event of carrier error, LUS will cover the cost to reship items within Canada and the contiguous United States. Please contact us if you believe there has been an issue with your delivery.
DELIVERED BUT NOT DELIVERED
If tracking information confirms that the item has been delivered to the shipping address for your order but you have not received your products, please contact the carrier directly in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your shipping address.
