Returns & Exchanges

Returns Policy

The L'urv Online store is happy to offer customers a return or an exchange for items purchased online. The item(s) must be unworn, unwashed, unused, in original condition with all labels / tags attached and returned within 14 days of receiving your product.

Please note: we only accept items purchased from the L'urv Online store. If you have made a purchase through one of our stockists, please contact them directly. Proof of online purchase/order number must be filled out on the returns form.

Important: Returns will not be accepted without a completed returns form. Please DO NOT provide any other documents aside from the returns form.

Returns are only accepted via post and not in person.

Returning via Post

Please visit https://returns.auspost.com.au/lurv-returns and follow the prompts.

Please note: You will need to enter your full 9 digit order number into the order number and R/A number fields on the returns page.

Refunds

Refunds are only available on full priced items and will be processed using the original tender type that the original purchase was made with. Please do not provide credit card details on the returns form. Once you have been refunded, please allow up to 48 business hours for the funds to clear in your account.

110% Online Credit: If you are returning a full priced item and would like to shop with us again, we offer a 110% online credit. This means you will receive the amount paid plus 10% to use on your next online purchase.

Sale items: Sale items, item's purchased during a promotion and gift cards are non-refundable. You will automatically be issued with an online credit.

Faulty items: Should you receive a faulty or damaged item, please contact our customer service team on +61 3 9429 0000 or via support@lurv.zendesk.com and they will instruct you on how to return the item.

For hygiene and health reasons, we do not accept swimwear, earrings, hosiery, and hair accessories.

Exchanges Policy

If you require an exchange, please note that exchanges are subject to online availability. If your item is not available at the time of processing you will receive a refund or online credit, dependent on whether the returned item was full price or sale. We cannot pre order or hold stock. When returning shoes, shoe boxes must be intact.

Shipping and extra charges

You must tick the boxes on the returns form to allow us to charge shipping and exchange fees to your credit card, or instruct us to send a PayPal money request. Your exchange will only be submitted once the extra charges have been paid. PayPal money requests will be cancelled after 3 days of pending, if not accepted, and an online credit will be created.

International Returns

The L'urv Online store will not credit customs and duties paid on your order; this must be pursued by customers within their own jurisdiction.

As the L'urv Online store is not liable for the loss of the item being returned, we recommend sending your parcel with a traceable service.

Special Promotion Terms and Conditions

Buy 2, Get 3rd Free Promotion

  • The item of lowest RRP is considered the FREE item
  • No refunds or exchanges are accepted for the FREE item
  • Full priced items are subject to the returns terms and conditions outlined above