Refund policy

We hope you love what you've chosen. If something isn't right, here's how we'll sort it out.

You have 14 days from receiving your order to request an exchange or return.

SIZE EXCHANGES

If the fit isn't right, email us at hello@lussactive.com with your order number and the size you'd like instead. We'll confirm your exchange and send you the return address.

You cover the postage to send the item back to us. We cover the postage to send your new size out to you.

If you need the right size quickly, we'd suggest ordering it straight away rather than waiting. Once your original item reaches us and is approved, we'll issue you store credit for it.

CONDITION

To be approved, items need to come back unworn and unused, in their original packaging with tags attached.

That also means free of fake tan, makeup and pet hair. We can't resell items that have marks on them, so anything that arrives this way can't be approved.

Please request your exchange before sending anything back. Items that arrive without an approved exchange can't be accepted.

FAULTY, DAMAGED OR INCORRECT ITEMS

Please check your order as soon as it arrives. If anything is faulty, damaged, or isn't what you ordered, email hello@lussactive.com with your order number, photos and a short description, and we'll make it right.

REFUNDS

We offer refunds where an item is faulty or damaged.

For change of mind or fit, we offer an exchange or store credit rather than a refund, provided the item comes back in its original condition.

Faulty items need to be returned to us before a refund is issued. Once we've received and inspected it, we'll let you know whether the refund is approved. Approved refunds go back to your original payment method, and your bank may take a few business days to process it.

GIFT CARDS

Gift cards can't be returned or exchanged.

MISSING PARCELS

If you authorise your courier to leave a parcel without a signature, we're unable to take responsibility for it if it goes missing. We'd really encourage you not to authorise unattended delivery.

If your parcel has gone missing and you didn't authorise delivery without a signature, email us at hello@lussactive.com and we'll chase it up with the courier.

QUESTIONS

Email hello@lussactive.com any time. We're happy to help you find the right size before you order, too.