Refund policy

 

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, the case must be unused and in its original packaging, and the protective film applied to the case's surface must still be intact. This film protects the metal finish during shipping — you can check that your card fits and sits properly without removing it. Once the film has been peeled off the case, it is no longer eligible for return. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at lustre.cards@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at lustre.cards@gmail.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain items cannot be returned: cases where the protective film on the case has been removed, custom or personalized orders, and sale items or gift cards. Please get in touch if you have questions about your specific order.

Exchanges

The fastest way to ensure you get what you want is to return the item you have — once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, the case must be unused and in its original packaging, with the protective film on the case intact where possible, and you'll need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note it can take some additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at lustre.cards@gmail.com.