SHIPPING / RETURN
How long does it take to ship my order?
All orders are shipped from our warehouse in Bulgaria and are normally dispatched within 24 hours on business days. The transport company picks up orders once a day. Orders placed before 14:30, Monday to Friday, are processed and shipped the same business day. Orders placed after 14:30 will be shipped on the next business day.
Orders placed after 14:30 on Friday or during the weekend will be shipped on Monday. If Monday is a public holiday, your order will be shipped on the next available business day.
We always do our best to ship your order as soon as possible. However, peak periods such as public holidays, sales, campaigns and new releases can result in a higher number of incoming orders, meaning that the processing time of your order might be a bit longer than usual.
Please note that it can take up to 48 hours for the tracking link to be activated. If you do not receive a tracking link, please contact us. Contact our team here
Which delivery options do you offer?
We offer Standard and Express Home delivery with DHL Express. The available shipping methods and estimated arrival time for your destination will be displayed at checkout.
How long does delivery take?
Standard Home delivery: approximately 3–5 business days
Express Home delivery: approximately 1–2 business days
Delivery times begin once your order has been dispatched and may vary depending on the destination. Please note that a delay can occur at high pressure at the shipping company or a higher number of orders received in our warehouse. We will contact you personally regarding any further or unexpected delays of your order.
How much does delivery cost?
European Union
Standard delivery: €5.95
Express delivery: €10.50
Free Standard delivery on orders over €149.95
Outside the European Union
Standard delivery: €15.95
Express delivery: €20.95
The final shipping costs and available methods will be shown at checkout based on your destination and selected delivery method. All applicable VAT, taxes and import duties are included in your order total, so there are no additional charges at delivery.
Where do you deliver?
LUJÉ delivers Worldwide. Enter your delivery address at checkout to see whether delivery is available to your location, together with the applicable methods, costs and estimated delivery time.
How can I track my order?
Once your order has been packed and dispatched, you will receive a shipping confirmation email containing your tracking link.
Please allow some time for DHL Express to activate the tracking information. If you have not received a tracking link, please check your spam folder or contact our customer service team. Contact our team here
What happens if my package or my products arrive damaged?
If you think your order is damaged or faulty please reach out to support@janelushka.com with your order number, photographs and a description detailing the issue. As soon as we have received the pictures and description, we will process your request.
Can I return my order?
We hope you will love everything you order from LUJÉ, but if something is not quite right, you can return it free of charge within 14 days of receiving your order.
One return shipment per parcel is free.
What are the return conditions?
You are welcome to try on your items at home. To qualify for a return, all items must be:
- Unworn, unwashed and undamaged
- Returned with all original tags attached
- Returned with the original packaging and branded boxes where applicable
- Packed securely with the completed return form included
- Sent back within 14 days of receiving the order
We reserve the right to refuse a return if an item shows signs of wear, washing, damage or alteration, or if the original tags have been removed.
How do I make a return?
- Complete the return form included with your order.
- Place the items and completed form inside the original shipping bag or another secure package.
- Attach the enclosed DHL Express return label to the outside of the parcel. Remove or fully cover any previous shipping labels.
- Arrange a DHL Express courier collection or take the parcel to a DHL Express Service Point.
- Request and keep your return receipt until your refund has been completed.
What are my return options?
LUJÉ returns are handled by DHL Express.
Courier collection
You can arrange for DHL Express to collect the parcel from your chosen address.
Schedule a DHL Express collection
DHL Express Service Point
You can also take your parcel to a nearby DHL Express Service Point. Make sure the return label is attached before handing over your parcel.
Find your nearest DHL Express Service Point
How can I track my return?
Use the tracking number shown on your return receipt to follow the parcel until it reaches our warehouse. Keep the receipt until you have received confirmation that your return has been processed.
How long does my refund take?
Once your return reaches our warehouse, we aim to inspect and process it within 2–3 business days.
The refund will be issued through your original payment method. Depending on your bank or payment provider, it may take additional time for the amount to appear in your account. The complete refund process can take up to 14 days.
If 14 days have passed since your return reached us and you have not received your refund, please contact our customer service team.
What if my item is faulty or incorrect?
We are sorry if you receive a faulty, damaged or incorrect item. Please contact our customer service team before returning it, including your order number, a short description of the issue and clear photographs of the item.
Once we receive the information, our team will review it and help you with the next steps.
Can I make changes to my order after the order has been placed?
You can cancel your order as long as it is not yet shipped from our warehouse. After that, you can just place a new order with the correct items. Contact our team here
I want to exchange my item. How do I proceed?
If you wish to exchange an item for a different size or color, please follow the return steps.
Or if you need assistance Contact our team here