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You can find all your answers on our quick links; if you need a little help, or just want to say hello, then please get in touch via email at [email protected]
Customer service operating times:
Monday – Friday
09:00 am – 17:00pm BST.
Customer service is not available during UK public holidays.
Please allow up to 2 working days for a response to your query, especially during busy periods such as campaign periods like Christmas, Black Friday, etc…
Use of Personal Information
We use your Personal Information to provide our services, such as to offer products for sale, process payments, ship and fulfill your order, and keep you updated on new products, services, and offers.
Data Storage
When you place an order through the Site, we will retain your Personal Information for our records unless you ask us to delete this information. Luwians offer 14 days to return your goods from the date you receive them! Send your unwanted items back to our warehouse using a courier of your choice via a tracked service. Ensure all goods are returned as new, unworn, and with tags! Don’t forget to keep hold of your proof of postage receipt!
Once your return arrives at our warehouse we’ll begin to process it as soon as possible! Please allow up to 7 working days for us to process your return.
We will issue a refund to your account or gift card. You will also get a refund confirmation email. Please allow up to 7 working days for your refunded amount to reach your account.
Our returns address is Luwians Returns Department, Coachmakers Business Center, 116A Seaside, East Sussex, BN22 7QP, UK. All shipping costs are the responsibility of the customer, Luwians does not offer free returns. We no longer accept exchanges, and you’ll now need to place a new order if your chosen size doesn’t quite fit right. Anything returned outside of the 30-day policy will not be eligible for a refund, instead, we can only offer a Gift Card if the goods arrive in new, unworn condition. Items that are returned and are no longer in their original condition are not eligible for a refund. Discounted items where you applied a code at checkout are eligible for the full 30-day returns policy as normal.
All Luwians Custom orders are final and non-refundable. This is due to the custom nature of the product as it has been made to order. If you need to fill in a customs form, please ensure this is clearly marked as ‘returned goods’, as Luwians will not be responsible for paying any returns customs fees.
UK Returns
Depending on the service used to return your item(s), it can take up to 7 working days (excluding weekends & public holidays) to be delivered to our returns team. We try to process all returns within 7 working days of receiving them at our warehouse.
We’ll notify you by email once the refund has been processed. After we have issued your refund, please allow up to 7 working days for the amount owed to reach your account.
International Returns
Depending on the service used to return your item(s), it can take between 10 – 20 days (excluding weekends & public holidays) to be delivered and processed by our returns team, we will notify you by email once this has been processed.
Please remember to keep hold of your proof of postage receipt, in case your return goes missing on its way back to us.
If you do have any concerns, please get in touch at [email protected]