Refund & Returns

At Luisa Gama, we strive to ensure your complete satisfaction with every purchase. Should you need to return or exchange an item, please review our Returns & Exchanges Policy below to facilitate a smooth process:

1. Return and Exchange Period

You have up to 30 days from the date of delivery to initiate a return or exchange. Items received beyond this period may not be accepted.

2. Eligibility for Returns & Exchanges

To qualify for a return or exchange, the item must be in its original condition: unworn, unwashed, with tags attached, and in its original packaging. We cannot accept returns or exchanges for items that have been altered, damaged, or show signs of use. Certain items are non-returnable and non-exchangeable, including gift cards, underwear, swimwear, personalized or custom-made items, and clearance/final sale items.

3. How to Initiate a Return or Exchange

To start the return or exchange process, please follow these steps:

a. Contact our customer service team via email or phone, providing your order number and reason for return or exchange. b. Our team will issue a Return Merchandise Authorization (RMA) number and provide instructions, including a return shipping label if applicable. c. Securely package the item with all original packaging, tags, and any accompanying items. d. Clearly mark the RMA number on the package and affix the return shipping label if provided. e. Ship the package to the designated return address provided by our customer service team.

Please note, unless the item is defective or an error was made in processing your order, you are responsible for return shipping costs.

4. Refunds

Upon receipt and inspection of your returned item, we will notify you via email regarding the approval or rejection of your refund. Approved refunds will be processed within 7 business days to your original method of payment.

5. Exchanges

For exchanges (e.g., different size, color, style), follow the return process outlined in section 3. Once we receive your returned item, we will process the exchange and ship the new item to you. Additional shipping charges may apply.

6. International Returns & Exchanges

For international returns or exchanges, please contact our customer service team for assistance. Please note that you may incur additional shipping costs, customs fees, and taxes.

By shopping with us, you agree to adhere to our Returns & Exchanges Policy. Should you have any questions or require assistance, please do not hesitate to reach out to our customer service team.