Policies | LUS Brands – LUS Brands

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Policies

Returns Policy 

We are so confident you will LOVE our products, that we back them with a 30-day money back guarantee! If you are unhappy with your purchase for any reason at all, please contact us to initiate your refund within 30 days from date of purchase. You can also opt for a store credit which can be used toward a future purchase, which doesn’t expire!

Please note the following:

  • We’ll provide a full refund on the original price of products plus any applicable taxes you paid. We can’t refund the shipping charge as that gets passed on to the carrier to deliver your package.
  • If you opt for a refund (instead of a store credit), you’ll be responsible for the cost to return the products to our distribution centre in Toronto, Canada. You can use any carrier of your choice, as long as there is a tracking number provided.
  • If you opt for a store credit, we will include the full original amount paid (including shipping).

We understand that learning how to care for your curls is a journey and we want you to know that we are here to help! In fact, we offer one-on-one customer support to ensure you are using the right application techniques to get the best results for your particular curl type, length and texture. Just think of us as your personal curl concierge! 🤗  So if you don’t “nail” your results after your first couple of tries, just hit us up! You can contact us here or message us on FB or IG. We have a team of real curly girls, ready to help you with all your curl needs!

Also, don’t forget to check out our awesome how-to videos on YouTube and all of the incredible information found in our blogs. Learning to love your curls takes time (and practice) and experimentation (and practice) and can be loads of fun. Let’s get started....we’ve got your back! 



 

Shipping Policies 

INTERNATIONAL SHIPPING TERMS 

All international orders (outside of Canada and U.S.) may be subject to customs and duty fees upon arrival in the destination country. Please note: these fees are paid to your local carrier or government and are not collected by LUS Brands. We ship all international orders DDU (duties delivered unpaid) meaning we do not collect any local taxes/fees in the price charged on the website. Please consider import duties and taxes if you are shopping internationally. 

By placing an order with us, you authorize us or our designee to facilitate shipment to your address outside the United States. You also acknowledge that, pursuant to the customs laws of your place of delivery, the shipment may incur duties and import taxes upon delivery. This charge is determined by your local customs authority. Payment of these may be necessary to release your order from customs. For more information, please consult your local customs office.

RETURN TO SENDER

1. Customer Error

It is the responsibility of the buyer to make sure that the shipping address is entered correctly before completing the purchase, and that you are shipping to a deliverable address. You have a 2-hour window to make changes after placing your order. Please follow the self-serve instructions in your order confirmation email. Always double check before placing your order! If your order is undeliverable due to an incorrectly entered address, you are responsible for the cost to reship a replacement item.

2. Carrier Error 

In the event of carrier error, LUS will cover the cost to reship items within Canada and the contiguous United States. Please contact us if you believe there has been an issue with your delivery.

DELIVERED BUT NOT DELIVERED 

We wish the process were error-free, but we know that orders do go missing sometimes!
First, please confirm that the delivery address was entered correctly and wait 24 hours to ensure your package wasn't prematurely marked as delivered. Next, check with your neighbors and/or building management to see if they received your package by mistake.


Still no luck? Please contact us. We’re happy to help!