A pair of shoes may arrive and turn out differently from what was reasonably expected. Perhaps the size does not work, the parcel contains another item, or a defect becomes apparent after delivery. At Lusovarexio, these situations follow a defined return route rather than leaving customers uncertain about what happens next.
This policy explains that route, from identifying an eligible issue to collection, assessment, replacement, or refund.
Our return period begins on the date your order is delivered.
You have 30 days from that delivery date to contact Lusovarexio and submit an eligible return request. The request must reach us within this period. Waiting until after the 30-day period may mean that the return is unavailable under this voluntary policy.
This time frame applies to returns offered by Lusovarexio and does not seek to remove or limit rights that may independently arise under applicable Hong Kong law.
Requests can be submitted to stepup@lusovarexio.com. Providing your order information and a clear explanation of the issue will help us assess the request efficiently.
Our return process is available where:
The shoes arrive damaged or defective;
You receive an item different from the one ordered; or
The size received does not provide an appropriate fit.
We do not ordinarily accept returns under this policy for other reasons, including a simple change of preference after receiving the shoes.
Because footwear sizing can differ between styles, customers are encouraged to review the size guide displayed with the relevant product description before ordering. The guide is provided to support an informed size selection, although an eligible size-related return remains available under this policy.
Nothing in these voluntary eligibility rules excludes solutions or rights that cannot legally be restricted.
A return should reach us in a condition that allows the reported issue and the item itself to be properly assessed.
Returned shoes should therefore remain unworn and in their original condition and packaging, except to the extent reasonably necessary to examine them or determine whether the size fits.
Customers should not continue wearing footwear after deciding that it needs to be returned. Damage, substantial wear, alteration, or deterioration caused after delivery may affect whether a request falls within this voluntary return arrangement.
Different considerations may apply where the customer is exercising a statutory right concerning defective, misdescribed, or otherwise non-conforming goods.
Once we approve a return request, Lusovarexio takes responsibility for arranging collection.
Our team will communicate with you to organize doorstep pickup within Hong Kong. Collection can be coordinated for a suitable date and time, subject to operational availability.
Customers are not charged a collection fee. There is also no restocking fee deducted because an eligible item is being returned.
Before collection, place the shoes and associated items back into their original packaging where available. The parcel should be ready for handover at the agreed collection location and time.
Collection does not automatically mean that a refund or replacement has already been completed.
After the returned shoes reach us, we normally allocate 1 business day to examine the item and the circumstances of the return. This assessment allows us to compare the received product with the return request and determine the appropriate next step.
Where the return meets the applicable requirements, the process moves toward either replacement or refund.
If additional information is reasonably necessary to understand the reported issue, we may contact you using the information associated with the order.
An eligible return may result in replacement where appropriate.
A replacement depends on the required item and size being available in stock. Stock availability can change, so we cannot promise that every returned pair can be replaced with an identical item.
Where a replacement is available and selected, the replacement order enters our normal fulfillment process.
This means the usual 4–5 business day shipping and delivery time frame applies. Approximately 2 business days are allocated to preparation and dispatch activities, followed by an estimated 2–3 business days for delivery within Hong Kong.
No additional shipping charge is imposed for an eligible replacement arranged under this policy.
If an appropriate replacement is unavailable, a refund may instead be processed where applicable.
Because Lusovarexio operates through cash on delivery, refunds cannot simply be reversed to an original online payment method.
Eligible refunds are therefore processed by bank transfer.
When a refund is due, we will contact you by email and request the bank information reasonably required to make the transfer. Customers should review any details before sending them and exercise appropriate caution when communicating banking information electronically.
After we receive the necessary bank details, Lusovarexio aims to initiate the bank transfer within 1 working day.
Once initiated, the time required for the amount to appear in your account depends partly on banking processes outside our direct control. The refund will generally appear within approximately 5–6 business days, although individual banks may process transfers differently.
An eligible refund is not subject to a restocking deduction.
Lusovarexio does not impose an additional return processing fee, doorstep collection charge, or similar return-related fee under this policy.
Where a refund is due, we process the applicable refundable purchase amount without reducing it by a restocking or return collection charge.
Our return procedure operates alongside Hong Kong consumer law.
The Sale of Goods Ordinance (Cap. 26) contains implied requirements concerning goods sold by businesses. Among other matters, goods are required to correspond with their description and satisfy applicable quality and fitness requirements.
Accordingly, this policy should not be interpreted as making our internal approval process the sole source of a customer's rights when goods are defective, misdescribed, or otherwise fail to satisfy applicable statutory requirements.
The Trade Descriptions Ordinance (Cap. 362) is also relevant to representations made in trade. It addresses false trade descriptions and specified unfair trade practices. Product information and representations should therefore accurately communicate what customers are being offered.
The terms on this page describe the return arrangements voluntarily provided by Lusovarexio, but they do not override mandatory consumer protections.
The Control of Exemption Clauses Ordinance (Cap. 71) regulates the extent to which contractual terms can exclude or restrict certain liabilities. The Unconscionable Contracts Ordinance (Cap. 458) also gives Hong Kong courts powers concerning unconscionable terms in contracts involving the sale of goods or supply of services to consumers.
Accordingly, nothing in this policy is intended to exclude, restrict, or replace a statutory right, solution, or liability where doing so would be unlawful.
Where a provision of this policy conflicts with a mandatory requirement of Hong Kong law, the applicable legal requirement takes precedence.
A return may generate additional personal information beyond the details originally supplied for delivery.
For example, we may process your name, contact information, order details, collection information, correspondence, return reason, and, where a refund is required, relevant bank details.
Such personal data will be handled in accordance with our Privacy Policy and the Personal Data (Privacy) Ordinance (Cap. 486). Bank information requested for a refund is intended to facilitate the applicable transfer and related administrative requirements.
In practical terms, the process begins when you identify an eligible problem and contact stepup@lusovarexio.com within 30 days of delivery.
Once a return is accepted, we arrange doorstep collection without a collection or restocking fee. After the shoes reach us, we normally use 1 business day for assessment. An eligible return can then proceed to a replacement, subject to stock availability, or a refund through bank transfer.
Questions about whether an item falls within this policy should be sent to stepup@lusovarexio.com with sufficient order information for us to identify the purchase and review the circumstances.
Our objective is to give each eligible return a defined path from your doorstep back to Lusovarexio, while preserving the consumer rights and obligations that apply under Hong Kong law.
Delivering handpicked men’s and women’s footwear that match the lifestyle and needs of Hong Kong.