Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How do I return?
- If you have an account with us please login and request a return.
- Follow the instructions and select the items you want to return.
- You will get a confirmation email with the shipping guidelines once the return request is approved.
How do I return as a guest?
- Click here to request a return.
- Enter your order number, email or phone number to start your return.
- Go to your order history, select the order and items you want to return or exchange and follow the instructions, only 4 steps complete the returns request and submit.
- Once your request is approved, you will get email updates notifications with shipping guidelines.
If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.
if you have any questions or concerns, you can contact us at returns@lugobrothersuk.com. Please note that returns will need to be sent to the following address:
Lugo Brothers Ltd
Morritt House
58 Station Approach
South Ruislip
Middlesex
HA4 6SA
United Kingdom
TO PROTECT YOURSELF AND YOUR PARCEL(S) PLEASE MAKE SURE YOU USE A DELIVERY SERVICE THAT INSURES YOU FOR THE VALUE OF THE ITEM(S) & THE ITEM(S) MUST BE RECORDED & SIGNED FOR.
ANY ITEMS YOU WISH TO RETURN ARE YOUR RESPONSIBILITY UNTIL THEY REACH OUR WAREHOUSE & ARE SIGNED FOR.
ONCE YOUR ITEM(S) ARRIVE BACK TO OUR WAREHOUSE, EXCHANGES/REFUNDS WILL BE PROCESSED AS QUICKLY AS POSSIBLE.
AT THIS STAGE WE ARE UNABLE TO COVER RETURN SHIPPING COSTS.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at returns@lugobrothersuk.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at returns@lugobrothersuk.com.
