Shipping Returns Warranty FAQs Product Care Contact Us
Returns
Shipping Returns Warranty FAQs Product Care Contact Us

Returns & Exchanges

We understand that purchasing furniture online is a considered decision. Our returns policy is designed to be transparent and provide reassurance while recognizing the logistics involved in returning furniture items.

Change-of-Mind Returns

Customers may request a change-of-mind return within 30 days of delivery, provided the item:

  • Is unused
  • Is in original condition
  • Is returned in original packaging

All returns must be approved by our Customer Care team prior to being sent back.

Exchanges

We offer exchanges, subject to approval by our Customer Care team.

Exchanges are treated in line with our returns framework and are typically facilitated as a return and re-order. This allows us to ensure accurate processing, availability, and fair allocation of shipping and handling costs.

For change-of-mind exchanges:

  • Return shipping costs apply
  • A 10% restocking fee will apply

Faulty or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please notify us promptly.

Verified manufacturing faults or transit damage are handled separately and are not subject to return shipping charges or restocking fees. We will take full responsibility and costs to resolve these issues.

Return Shipping & Costs

Customers are responsible for return shipping costs. To simplify the process, Lujo can assist in arranging return freight through our courier network, with approved charges deducted from the refund

Return shipping arrangements should not be made without written approval from our team.

Restocking Fee

A 10% restocking fee applies to approved change-of-mind returns. This covers inspection, handling, and repackaging upon receipt.

Non-Returnable Items

For hygiene and handling reasons, the following items are non-returnable

  • Bean bag filling
  • COM orders i.e. custom material supplied

Making the right choice

We want you to feel confident in your purchase and encourage you to take advantage of the resources available before ordering.

To help ensure a product is well suited to your space and needs, we recommend:

  • Ordering fabric swatches if you are deciding between colours or finishes
  • Reviewing product dimensions and specifications carefully to ensure the piece will fit as intended
  • Contacting our team if you have any questions about a product’s functionality, materials, or suitability for your space or use case

Our team is always happy to assist prior to purchase and can provide guidance to help you make an informed decision.

Refunds

Once a return has been received and inspected, approved refunds will be processed to the original payment method within 5–7 business days.

Original outbound shipping charges are non-refundable.