Returns & Exchanges
How do I return or exchange an item? +
We really want you to love Lusomé and how you feel in our products.
If you're having second thoughts or need to make a change, don't worry! You have 30 days from the delivery date to request a full refund. Please note that we are not offering exchanges by the portal for the time being. Simply submit a refund request and purchase the product again! If your replacement purchase is under $50 and therefore doesn't qualify for free shipping, just get in touch with Customer Service at 1.855.774.0888 or firstname.lastname@example.org and we'll help you out with a code for free shipping on your next order.
Have more questions? Please contact us at email@example.com and our delightful Customer Service team will do whatever it takes to make you happy!
How to make a return +
Step 1: Head over to the Montelle Group Return Portal to begin your return or exchange.
Step 2: Enter your order number and email address, including MONUS. You'll find your order number (alphanumeric code) in your confirmation email or on the slip included in your package (it will be the number on the top right that begins with MONUS).
Step 3: Follow the easy instructions ship your parcel. We'll process your return between 3 and 5 days business days from receipt.
Any questions or want to do your refund with us? Just contact customer service at firstname.lastname@example.org or by phone at 1.855.774.0888, MON - FRI 8am-4pm ET.
Special notes on returns +
All masks are final sale for hygienic reasons.
When you receive merchandise, we ask that you not wear perfume or deodorant when trying on your purchase as scents or marks can be left, which will make the item non-returnable.
Any item that appears washed, worn or smells of smoke or perfumes can not be returned, and we reserve the right to refuse these returns.
Items must be packaged to protect their shape, and we suggest insured mail, so that you have a tracking number. We reserve the right to refuse the return if the product is damaged due to improper packaging.
Any returned items that do not meet our standard will be returned to you, if desired, at your expense.
Any Sale items may be returned or exchanged according to the guidelines above, unless noted.
How long will it take for my return to be processed? +
Once received, returns will take 3-5 business days to process (excluding weekends and holidays).
If I want to return the item, will I receive free shipping? +
Shipping your goods back to us is FREE!
What if my order is wrong or the merchandise is defective? +
We take pride and care in the products we sell and we inspect all orders before they are shipped. In the unlikely event that a mistake is made or the merchandise is defective, please email email@example.com or call us at 1.855.774.0888. We will reimburse you for the standard cost of returning the item(s) to us, and we will not charge you for the shipping costs of the replacement merchandise.
Defects must be identified within 14 days of receipt and manufacturer's warranty is usually voided if care instructions were not properly followed.