Returns & Refunds

How to start a return

1. Log in to your Luisa World account and select the order.
2. Choose the item(s) you wish to return and the reason.
3. Generate your DHL return label directly from your account and print it.
4. Pack securely and drop off with DHL, or schedule a pickup (where available).

Eligibility & exceptions

• Items must be in original condition: unworn/unused, with tags attached and original packaging.
• Shoes must be tried on a clean surface; return with dust bags/boxes.
• Fragrances, cosmetics and sealed beauty items are returnable only if unopened and in original, sealed packaging.
• Underwear, swimwear bottoms and pierced jewelry are returnable only if hygiene seals are intact and packaging unopened.
• Customized or final-sale items are not eligible for return unless faulty.

Return costs & timelines

• Return shipping costs may be deducted from your refund unless the item is faulty or you are covered by a free-returns promotion.
• Once your return is delivered to our warehouse, please allow 3–5 business days for inspection.
• After approval, refunds are issued to the original payment method. Your bank or provider may take an additional 3–10 business days to post the credit.

Exchanges & store credit

If you prefer an exchange or store credit, let us know during the return request and we’ll assist based on availability.

Faulty or incorrect items

If you receive a faulty or incorrect product, contact us within 48 hours of delivery with photos and your order number so we can resolve it swiftly.