Returns & Refunds
Returns & Refunds
Easy, trackable returns via DHL. Refunds back to your original payment method.
Return window
You may request a return within 14 calendar days of delivery.
Condition
Items must be unused, with original tags/packaging, and all accessories included.
Refunds
Processed to the original payment method once the return is received and approved.
How to start a return
- Log in to your Luisa World account and select the relevant order.
- Choose the item(s) you wish to return and specify the reason.
- Submit your return request and wait for confirmation from our team before proceeding.
- Once approved, please use the DHL return label that was included in your original package.
- Pack the item(s) securely and drop them off at a DHL location, 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.
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.
Frequently asked questions
How do I request a return?
Log in to your account, open the order, select the items to generate the request.
What is your return window?
You may request a return within 14 days of delivery, provided items remain in original condition with tags attached.
When will I receive my refund?
After we receive and approve your return (3–5 business days), refunds are issued to the original payment method. Your bank may take 3–10 additional business days to post the credit.
Statutory consumer rights & right of withdrawal
For online purchases, customers have the statutory right to withdraw from the contract within 14 calendar days from the date of delivery, without giving any reason, in accordance with Greek Law 2251/1994 and applicable EU consumer protection legislation.
To exercise your right of withdrawal, you may submit your request through your Luisa World account by selecting the relevant order and the item(s) you wish to return. You may also contact us at eshop.cs@luisaworld.com with your order number and the item(s) you wish to withdraw from.
Once your withdrawal request is submitted, you will receive confirmation from our team. After approval, please use the DHL return label that was included in your original package and follow the return instructions provided.
The right of withdrawal applies only to eligible items. Products must be returned in their original condition, unworn/unused, with tags attached and original packaging. Exclusions may apply to sealed beauty items, underwear, swimwear bottoms, pierced jewelry, customized items and final-sale items, unless faulty.
This policy does not limit any statutory rights you may have under applicable consumer protection laws.