Return & Refund Policy

Thank you for choosing Luuvis for your dress purchase. We are dedicated to delivering an exceptional shopping experience. If for any reason you are not completely satisfied with your order, please refer to our return and refund policy outlined below.

Return Window:

You may request a return within 7 days of the delivery date.

  • Please contact our customer service team within 7 days of receiving your item to initiate a return. When reaching out, include the specific item you wish to return along with the reason for the return. Kindly note that returns sent without prior authorization will not be accepted.

For assistance, please email us at service@luuvis.com.

Return & Exchange Conditions:

  • The product must be new, unworn, and unused, and returned in its original packaging.
  • All original labels, tags, and accessories must remain intact and must not be cut, removed, or damaged.
  • Items that show signs of wear, washing, alteration, or damage, and therefore cannot be resold, are not eligible for return or exchange.

Return process:

  • Initiate a Return: Please email service@luuvis.com with a clear photo and/or video of the item, along with your order number. Our customer service team will review your request and determine if it qualifies for return within 3 business days.
  • Ship the item back: If your return is approved, we will provide you with a return address and detailed instructions on how to ship your package. Unauthorized returns will not be accepted, and the address on the original package is not the return address. We recommend using a shipping method with tracking and signature confirmation, as we are not responsible for lost returns or exchanges.
  • Refund or Exchange: Once we receive your return, we will inspect the item within 3-5 business days. After inspection, we will process a replacement (for exchange) or a refund within 3-7 business days.

Return Charge

  • The buyer is responsible for the return shipping cost.
  • There is no restocking fee for returned products.

Refunds

  • Refund Processing: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
    If approved, the refund will be issued to your original method of payment within 3–7 business days.
  • If you have not received your refund after 3–7 business days, please:
    1. Check your bank account again.
    2. Contact your bank or credit card company, as it may take some time for the refund to be officially posted.
    3. If you have completed these steps and still have not received your refund, please contact us at service@luuvis.com for assistance.

Please Note: we do not refund original shipping costs.


Order Cancellations

We understand that ordering a dress for your special occasion is an important decision, and our cancellation policy reflects that. Please note that most of our dresses are made-to-order, and once production has begun, the materials cannot be reused.

The good news is that you still have time to change your mind after placing your order. Please see our cancellation policy below for more details.

  • Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund.
  • Orders cancelled 24-72 hours after payment: 80% refund + shipping fee.
  • Orders cancelled 72-120 hours after payment: 50% refund + shipping fee.
  • Orders cancelled > 120 hours after payment: Refund of shipping fee only.
  • Once your order has been shipped, it can no longer be cancelled.

If you have any questions or concerns regarding your return and refund policy, please don't hesitate to contact us. We are always here and happy to assist you.

Email: service@luuvis.com
Phone: +86 186 0627 6757 
Address: No. 262, Tinglin Road, Yushan Town, Kunshan City, Suzhou, Jiangsu 215335, China
Business Hours: Mon–Fri, 9:00 AM – 6:00 PM (UTC+8)