RETURNS

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Right of withdrawal

You have a period of 14 calendar days from the day following delivery to withdraw from your purchase, without penalty and without providing a reason, in accordance with Belgian consumer law.

 

How to proceed

You must notify us of your intention to withdraw by email at soho@lubay.be, specifying:

• your first and last name,

• a detailed description of the items concerned,

• the invoice number and date.

 

You may also use the official withdrawal form available on the Belgian FPS Economy website.

 

Return conditions

After notifying your withdrawal, return the item to the address communicated by email.

 

Please keep your proof of shipment.

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Items must be returned within 14 days following your notification, in their original packaging, in perfect resale condition, with all tags and accessories.

Items that have been worn, damaged, or from which tags have been removed cannot be accepted.

 

Return shipping costs and risks are at your expense.

 

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Exchanges and refunds

If you wish to request an exchange rather than a refund, please specify this in your email.

 

We will confirm item availability and any additional payment or partial refund.

 

In the event of a compliant return, the purchase price is refunded as soon as possible after receipt of the items.

 

Refunds are made using the original payment method, reduced where applicable by any gift cards or discounts applied.

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Exclusions

Items made to measure or personalised cannot be returned or exchanged.
Items returned but not compliant with the return conditions remain available at our studio.
In the event of abnormal or abusive returns, we reserve the right to refuse a future order.

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Frequently asked questions about returns

 

What is the withdrawal period?

You have 14 calendar days from the day following delivery to withdraw from your purchase, without penalty and without providing a reason, in accordance with Belgian consumer law.

 

How do I notify a return?

Notify us by email at soho@lubay.be, stating your name, a detailed description of the items concerned, and the invoice number and date.

 

Can I use an official form?

Yes. You may use the official withdrawal form available on the Belgian FPS Economy website.

 

How long do I have to return the item?

Items must be returned within 14 days following your notification.

 

What are the conditions for accepting a return?

Items must be returned in their original packaging, in perfect resale condition, with all tags and accessories.
Items that have been worn, damaged, or from which tags have been removed cannot be accepted.

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Who covers return shipping costs?

Return shipping costs and risks are your responsibility.

 

Can I request an exchange instead of a refund?

Yes. Please specify this in your email. We will confirm availability and any additional payment or partial refund.

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How is the refund processed?

For compliant returns, the refund is made as soon as possible after receipt, using the original payment method, reduced by any gift cards or discounts applied.

 

Which items cannot be returned?

Made-to-measure or personalised items cannot be returned or exchanged.

 

What happens if a return is not compliant?

Non-compliant returned items remain available at our studio. In the event of abnormal or abusive returns, we reserve the right to refuse a future order.