Refund policy
Return & Refund Policy
Last updated: 17/05/2026
At LUSILK, each garment is carefully handcrafted and prepared specifically for the customer. Due to the nature of our products, including made-to-measure and handcrafted garments, returns and refunds are subject to the terms outlined below.
By placing an order with LUSILK, you acknowledge and agree to this Return & Refund Policy.
1. Made-to-Order & Custom-Made Garments
Many LUSILK garments are made to order, handcrafted, and prepared according to the measurements and specifications provided by the customer.
Because these pieces are produced specifically for an individual order, we generally cannot accept returns or cancellations due to change of mind, personal preference, incorrect measurements provided by the customer, or circumstances unrelated to a manufacturing defect.
Before placing an order, customers are responsible for carefully reviewing the product information, sizing requirements, measurements, materials, colors, and other order details.
2. Before Placing Your Order
Please carefully review all product information before completing your purchase.
If you are unsure about:
- Measurements or sizing
- Color
- Design details
- Materials
- Production time
- Shipping
- Your event date
- Any other aspect of the garment
please contact LUSILK before placing your order.
Our team will be happy to assist you and clarify any questions before production begins.
3. Cancellations
Because production may begin shortly after an order is placed, cancellation requests must be submitted as soon as possible.
Once production or handcrafted preparation has begun, the order may no longer be eligible for cancellation.
A cancellation is only considered valid once it has been confirmed in writing by LUSILK.
Simply refusing delivery, requesting a carrier to return a parcel, or sending an item back does not constitute an approved cancellation.
4. Returns
Please do not send any item back without contacting LUSILK first.
Unauthorized returns may not be accepted or processed.
If you believe your order qualifies for a return due to a genuine manufacturing issue or an incorrect item received, please contact us first with:
- Your order number
- A detailed description of the issue
- Clear photographs of the item
- Photographs of the packaging, where relevant
- Any other information requested by our team
Our team will review the case and provide return instructions if a return is approved.
The customer must wait for written return authorization before sending anything back.
5. Damaged, Defective, or Incorrect Items
We carefully inspect every garment before shipment.
If your order arrives with a genuine manufacturing defect or you have received an incorrect item, please contact us within [48 hours] of delivery.
Please provide clear photographs and a description of the issue so that our team can investigate the matter.
Do not alter, wash, repair, wear extensively, or otherwise modify the garment before contacting us, as this may affect our ability to assess the issue.
If LUSILK determines that an error or manufacturing defect occurred on our part, we will work with you to determine the appropriate resolution, which may include a repair, replacement, or refund where applicable.
6. Incorrect Measurements
For made-to-measure garments, customers are responsible for providing accurate measurements in centimeters (cm).
LUSILK is not responsible for fit issues resulting from:
- Incorrect measurements supplied by the customer
- Measurements taken incorrectly
- Changes in body measurements after the order was submitted
- Failure to follow our measurement instructions
- Failure to provide requested measurements
Please contact us before ordering if you are unsure how to take your measurements.
7. Refused, Abandoned, or Undeliverable Packages
Customers are responsible for accepting delivery of their orders.
If a parcel is:
- Refused by the recipient
- Abandoned
- Not collected
- Returned because the recipient was unavailable
- Returned because an incorrect address was provided
- Returned because the recipient refused to pay applicable charges
- Returned for any other reason attributable to the customer
this does not constitute an approved return or cancellation.
Any additional costs resulting from the return, including shipping, customs, duties, storage, handling, or other carrier charges, may be the responsibility of the customer.
Please contact LUSILK before refusing or returning a shipment.
8. Unauthorized Returns
Any parcel returned to LUSILK without prior written authorization may be refused or held pending review.
Sending an item back does not automatically create a right to a refund.
If an unauthorized return is received, LUSILK will review the circumstances and contact the customer where appropriate. Any applicable refund will remain subject to the terms of this policy.
9. Refunds
If a refund is approved, it will be issued using the original payment method whenever possible.
Refund processing times may vary depending on the payment provider, bank, or financial institution.
Shipping fees, customs charges, duties, taxes, processing fees, or other costs may be non-refundable where applicable.
Where an order is returned due to circumstances attributable to the customer, any costs incurred by LUSILK in connection with the return may be deducted from an approved refund.
10. Chargebacks & Payment Disputes
Before initiating a payment dispute or chargeback, customers are required to contact LUSILK and give us the opportunity to investigate and resolve the matter directly.
We maintain records relating to orders, including order information, customer-provided measurements, communications, production records, quality-control inspections, photographs taken before shipment, packaging records, shipping information, tracking information, and delivery records where applicable.
These records may be used to verify the circumstances of an order and respond to payment disputes, claims, or fraudulent activity.
Nothing in this section limits any rights a customer may have under applicable consumer protection laws.
11. Final Sale & Hygiene
Due to the handcrafted and made-to-order nature of our garments, certain products may be designated as final sale and non-returnable.
Products that have been worn, washed, altered, repaired, damaged, stained, perfumed, or otherwise used may not be eligible for return.
For hygiene and product-safety reasons, items that cannot reasonably be resold in their original condition may be excluded from returns where permitted by applicable law.
12. Inspection Before Shipment
Every LUSILK order undergoes a final quality-control and packing inspection before shipment.
We document the condition of the garment and its packaging before dispatch. These records help us verify the condition and contents of an order should a question arise after delivery.
13. Important Note for Event Orders
If you are purchasing a LUSILK garment for a wedding, party, photoshoot, vacation, or other specific event, please allow sufficient time for production, quality inspection, shipping, and possible customs clearance.
If you have a specific deadline, please contact us before placing your order so we can assess whether the requested date can reasonably be accommodated.
Choosing expedited shipping does not automatically guarantee a specific delivery date.
14. Contact Us
If you have any questions regarding this policy or believe there is an issue with your order, please contact us before returning your item or taking any action with your shipment.
Email: contact@lusilkstyle.com
Please include your order number whenever contacting us about an existing order.
Important legal note
For a store selling to customers in the EU/EEA, UK, or other jurisdictions with mandatory consumer-return rights, you should not publish a blanket “no returns” policy that attempts to override those statutory rights. In particular, custom/made-to-measure goods can have different exceptions from ordinary goods, but the exact rules depend on where the customer is located and how the product is made.
For chargeback protection, the strongest policy isn't simply making the policy as restrictive as possible. It's having clear pre-purchase terms + measurement confirmation + order records + inspection photos + packing evidence + tracking/delivery records + customer communications that consistently match what the customer agreed to.