Returns & Refunds

Returns & Refunds Policy

At Lustelle, we want you to love your skincare experience. If you change your mind about your purchase, we offer a hassle-free 90-day return policy from your purchase date.

What Can Be Returned?

Refund: Eligible for products that are new, unused, and in a re-saleable condition.

Exchange or Store Credit: Available for products that have been lightly sampled, opened, or unwrapped.

To process a return or exchange, you must provide valid proof of purchase, such as a e-receipt, account order history, or a gift receipt.

Frequently Asked Questions

What can I use as proof of purchase?

You can use any of the following:

A e-receipt tax invoice
Your account order history
Any other valid proof of purchase

What does "lightly sampled" mean?

"Lightly sampled" refers to a product that has minimal signs of use, such as being opened or lightly tested, but it must not be damaged - unless it arrived in that condition.

How will I receive my refund?

All refunds are issued via the original payment method.
If the purchase was made using a Lustelle Gift Card or eGift Card, the refund will be credited to a new Lustelle Gift Card, which has no expiry.
Shipping costs (if any) are non-refundable.

How long will my return take?

Returns via post typically take 2 to 7 business days to reach our warehouse.
Once received, your return will be processed within 4 to 7 business days.
Refunds may take an additional 3 to 5 business days to reflect in your account, depending on your bank.

Order Cancellations

Orders can only be cancelled if they haven’t yet been processed or shipped.
If your order has already been shipped, you may return it under our Returns & Refunds Policy once it arrives.
To request an order cancellation, please contact our customer support team as soon as possible.

At Lustelle, we want you to shop with confidence. Our 90-day return policy ensures that you have plenty of time to decide if your purchase is right for you.

If 90 days have passed since your purchase, we are unable to offer a refund or exchange. However, if there’s anything wrong with your order, please contact us at support@lustelle.com, we genuinely care about our customers and will do our best to resolve any issues.

Hassle-Free Returns

We know that online shopping can feel uncertain, so we strive to make your experience as risk-free as possible. If something isn’t right, let us know, and we’ll work with you to fix it.

Eligibility for Refunds & Exchanges

To be eligible for a refund, your item must be unused and in the same condition as when you received it.

Proof of purchase (such as a receipt or order confirmation) is required.
Partial refunds may be granted in certain situations.
Sale items are final sale and cannot be refunded or exchanged.

How to Return a Product

To return your item, please mail it to:

Lustelle
2/18 Thirteenth Avenue
Palm Beach, QLD, 4221 Australia

You are responsible for covering return shipping costs.
Shipping costs are non-refundable.
If you are exchanging an item, shipping times may vary based on your location.

For returns over $75, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

If you have any questions or need assistance, please reach out to us at support@lustelle.com, we’re always happy to help!

UNDELIVERED PACKAGE

Packages re-directed by our courier due to an incomplete or incorrect address issue, this may incur a $10 fee per item for reshipment. Please verify and check carefully your shipping address at checkout, to avoid these kinds of issues.

If your package is determined to be undeliverable, it will be returned to the courier's warehouse then it will be sent back to us. Once we physically receive your package and confirm that it was undeliverable, we will issue a full refund for your order. This will take a bit of time and you will be notified when this happens!

REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

When approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If the product has been used and is not re-saleable, then you will be issued a store credit for the full value of the product being returned.

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@lustelle.com

SHIPPING

For all shipping info please go to our shipping page here.

For any other concerns and questions, please contact support@lustelle.com.