Last updated: October 18, 2026
Lugus Art Refunds and Returns Policy
We hope you love your Lugus Art order, but if something isn't quite right, we're here to help. If you are not completely satisfied, we would be happy to offer a refund, exchange or credit note provided that the following guidelines are observed:
Returns
Cooling-Off Period
You have the right to cancel your order within 14 calendar days of receiving your item(s). You must notify us within 14 days of delivery that you wish to cancel. You then have another 14 days to return the item(s) to us.
Items must be unworn, unwashed, and in original condition. All tags must be attached, folded, and items must be returned in their original packaging, including the gift box.
If you are returning an order from the UK or outside the EU, please clearly mark the package as “Returned Goods” on the customs declaration and attach the original order invoice or receipt.
We do not accept responsibility for any customs duties or import charges on returned items. If a return is sent without being marked as “Returned Goods” and customs fees are incurred, the package may be refused and returned to the sender.
Extended Christmas Returns
Orders placed between November 15th and December 24th can be returned until January 10th.
How to Return
To request a return, email admin@lugusart.com with your order number and reason for return.
We will send you return instructions via email.
Customers are responsible for return shipping costs unless the item is faulty, damaged or incorrect.
- Customers are responsible for the return shipping costs associated with change-of-mind returns.
You can request cancellation or removal of items from your order until the item is shipped.
International customers are also responsible for any customs or import duties on returns.
Please use a tracked postal service and keep your proof of postage until your return has been processed.
Refunds
Once your return is received and inspected, we'll email you to confirm the status.
Approved refunds will be issued to your original payment method within approximately 14 days.
Please allow 2–3 business days for return processing once your item has been received.
Exchanges
Contact us to ask about exchange options before returning your item. Subject to stock availability, we will exchange eligible items that are returned to us within 14 days of receipt. In cases where we are unable to provide an exchange, we will first offer a credit. The new item will be shipped to you after we have received and checked the returned item.
Faulty or Damaged Items
Please inspect your order when you receive it and contact us immediately if an item is defective or damaged, or if you received the wrong item.
If your item arrives damaged or faulty, contact us within 48 hours of delivery at admin@lugusart.com
Please include your order number, a brief description of the issue, and photos of the problem.
In these cases, we'll cover return shipping and offer either a full refund or a replacement.
How to start a return or cancellation
Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law.
Contact us before returning an item at: admin@lugusart.com
If your return is approved, we will provide you instructions on how and where to send your package to complete your return.
Items sent back without first requesting a return will not be accepted.
To start a cancellation request, contact us.
Exceptions and non-returnable items
Some items may not be eligible for return, as stated in the return terms above or on the product listing, website, or in-store at the time of purchase.
Contact us if you have questions about whether a specific item can be returned.
European Union returns and cancellations
If you are a consumer in the European Union and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods for any reason, unless an exemption applies.
After you notify us that you wish to cancel, you must return the goods within 14 days.
We will refund eligible cancelled orders within 14 days after we are informed of your cancellation, but we may withhold the refund until we receive the goods back or receive evidence that you have sent them back.
For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We are not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.
To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.
United Kingdom returns and cancellations
If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies.
After you tell us you wish to cancel, you must return the goods to us within 14 days.
We will refund eligible cancelled orders within 14 days after we receive the returned goods or receive evidence that you have sent them back.
For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We may not refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.
To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.
Contact
To request a cancellation, start a return, inquire about a return, ask about an exchange or report damaged items, please contact us at admin@lugusart.com.
