Exchanges

The User/Consumer has 14 days after receiving the item to request an exchange, in accordance with the store's rules.

Exchanges are not made for items that have been altered, washed, used, have odors, are damaged due to misuse, or do not have the original packaging. Lusitanna is not responsible for the incorrect or improper use of its items.

How to request an exchange

It is essential to contact us in advance via email at info@lusitanna.com, stating the order number and the reason for the exchange. Our team will respond within 24 business hours with instructions.

Shipping costs and conditions

United Kingdom and Portugal: the first exchange per purchase is free. The product will be collected directly by the carrier sent by us or can be delivered to a designated collection point. After the first free exchange, shipping costs are borne by the customer.

Islands (Azores and Madeira), the rest of the European Union, and other destinations: the customer must send the item to our address: MY17 LTD, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. In these cases, shipping costs are always borne by the customer. Where applicable, the Customer is also responsible for complying with the customs formalities required for sending goods from the European Union to the United Kingdom, and the shipment must be identified as "return/exchange of goods" to avoid undue collection of customs duties.

Exchange options

The customer can choose to exchange for another item or receive a voucher for the purchase value for later use.