Returns and Exchanges Policy
Returns and Exchanges
Important information
Luz de Ibiza is designed, produced and shipped to you from Bali, Indonesia.
Successful return requests are eligible for either an Exchange or a Store Credit*. We do not offer cash refunds.
We do not accept any return requests on SALE items purchased. All sales are final. No exceptions.
We urge our customers to select carefully and reference our sizing chart prior to any purchases. Our online customer service representative (custumercare@luzdeibizacollection.com) will be happy to help with questions regarding sizing, styling, and fabrication or order placement.
For any faulty claims or manufacturing errors, please email us immediately with imagery and a detailed description of your concern and we will endeavour to rectify your order as best as possible.
Returns will not be accepted back to our warehouse in Bali. This is due to the strict import/export laws of Indonesia. Please see below for the returns process most relevant to your situation.
Online Returns
All return requests must be made within 5 days from successful delivery of your online order please email customercare@luzdeibizacollection.com
Successful return requests are eligible for either an Exchange or a Store Credit.
Exchanges are subject to product availability.
Store Credits are applied to the online customer’s Luz de Ibiza. They are to the value of your original purchase item(s). Any and all shipping fees are not reimbursed.
We will send the credit online store confirmation via via the email address used to place your original order.
Before You Return
Please ensure items have not been worn and are in their original packaging.
Please keep your receipts/invoices, as customers may be asked for proof of purchase.
Initiating and Posting Your Return
1. Please send us an email to: customercare@luzdeibizacollection.com we will assist your return request.
2. We recommend you use a reputable courier company or by a registered express mail service. Due to the strict import/export shipping laws of Indonesia we are not able to accept any return parcels back to our warehouse in Indonesia.
3. Return Address:
c/ Alcalde Josep Poveda Verdu, 4-D
7. When the return has been successfully delivered to our Returns Department, please allow up to 5 business days for our team to quality check, approve and issue your Exchange or Store Credit. You will receive an email notification when this has been processed.
• Any and all returns are sent back at the customer’s own risk.
• Luz de Ibiza is not liable for parcels that are lost in transit.
• Please note that the returns postage will be that of the customer’s own expense and will not be reimbursed.
Thank you for shopping with us at Luz de Ibiza Collection.