FAQ
How do I return an item?
We offer a 14-day return policy from the date you receive your item. To be eligible, the item must be in the same condition that you received it—unworn or unused, with tags attached, in its original packaging, and accompanied by the receipt or proof of purchase.
To start a return, please email us at customerservice@lutinsylve.com. Once your return is accepted, we will provide you with a return shipping label, instructions, and the address of our nearest return warehouse in the United States. Please note: Items sent back to us without first requesting a return will not be accepted.
Can I cancel my order before it ships?
Yes, you can request an order cancellation by contacting our customer service team via email. However, the conditions depend on the timeframe of your request:
- Within 48 hours: You can cancel your order completely free of charge.
- Between 48 and 72 hours: Cancellations made within this window will incur a 10% restocking fee.
- After 72 hours: Due to our brand management and logistics timelines, orders cannot be canceled after this timeframe. You will need to receive the package first and then submit a standard return request.
What payment methods do you accept?
PayPal: We exclusively process payments through PayPal for your security and convenience. When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review your transaction before clicking 'Pay Now'. Once this transaction is complete, you will then return to lutinsylve.com.
Credit Cards via PayPal: You do not need a PayPal account to pay with a credit card. You can securely use your Visa, MasterCard, American Express, or Discover cards by selecting the PayPal option at checkout and using their "Guest Checkout" feature. Payment is taken once your order has been shipped (excluding pre-orders).
Can I make changes to my order after submitting it?
Orders cannot be changed or updated once they are placed as they immediately start processing. If you'd like to add another item to your order, please place a new order for the item.
Why was my order cancelled?
We are usually unable to change or cancel an order after you've placed it.
It is possible that your order may be cancelled during high volume periods due to inventory selling out. If your order is cancelled, all charges will be automatically refunded to your original payment method. We recommend trying to place your order again or signing up for our waitlist for the sold-out item.
To ensure your security, we take additional steps in verifying the details on your order. If you receive a cancellation notification, please contact Customer Service for more information.
Can I change the shipping address after placing an order?
Shipping addresses cannot be changed. We will only ship to the shipping address entered when the order was originally placed. Please double-check your details before completing your purchase.
When will I receive my order?
Most orders are processed within 4-7 business days. Once shipped, delivery takes approximately 12-17 days.
What does it mean if an item is marked Final Sale?
All items marked final sale have been discounted and cannot be returned for a refund, store credit, or exchanged. If you send back an item marked Final Sale, we will not process this return, and it will be automatically shipped back to you.