At Luz de Dama, we strive to offer high-quality products. If for any reason you are not completely satisfied with your purchase, we are here to help under the terms outlined below.
In accordance with European distance selling regulations, you have a 14-day right of withdrawal from the moment you receive your order. You may cancel your purchase without providing any reason, as the online order itself constitutes the contract (no physical signature is required).
In addition, Luz de Dama offers an extended 30-day return period, subject to the conditions set out below.
If you contact us within 24 hours of placing your order and the order has not yet been shipped:
The order can be cancelled.
You will receive a full refund via your original payment method, with no fees.
Once the order has been shipped, cancellation is no longer possible.
If your product arrives defective, damaged in transit, or not as ordered, the solution is completely free of charge for you.
In accordance with your consumer rights, you may choose between:
A free replacement, or
A full refund.
In such cases, we cover the return costs or, when applicable, issue a refund without requiring the item to be returned. We only ask that you contact us with your order number and a photo of the product.
Within the estimated delivery time (7–14 business days): refunds are not granted while the order is still within the communicated delivery timeframe.
Delays exceeding 14 business days while the parcel is still in transit: we will inform you, and in exceptional cases a goodwill gesture may be offered.
No tracking update after 3 business days: we will investigate the shipment and update you as soon as possible.
To initiate any return, please contact us first at:
Please include:
Order number
Reason for return
Product photo (if damaged or defective)
Full name
Address
Important: Do not send your parcel back on your own initiative or to the original sender address. Once your request is approved, we will provide the correct return address. Parcels sent without prior authorization may be refused or delayed.
For returns due to a change of mind, the item must:
Be unused, undamaged, and in resellable condition
Include all original tags
Be returned in its original packaging
Final Sale items: For hygiene reasons, the following items are non-returnable:
Lingerie and underwear
Piercing accessories
Items marked as “Last Chance”
We reserve the right to refuse any return that does not meet these conditions, unless the issue is due to a manufacturing defect or our error (see section 3).
Return shipping costs are the responsibility of the customer in cases of change of mind.
All return parcels must include tracking. Returns without tracking are the customer's responsibility in case of loss or delay.
The return must be sent to the address provided after approval (see section 5).
If the product is defective or the error is ours, please refer to section 3 — returns are free of charge.
Once your return request is approved, you must ship the item within 14 days. After this period, the request will be cancelled, and a new request must be made if the overall 30-day return window is still valid.
Once the returned item is received and inspected, refunds are processed within 10 business days using the original payment method.
For returns outside the legal 14-day withdrawal period (but within the 30-day window), a 10% restocking fee may be deducted to cover handling and logistics costs.
No fees apply for legal cancellations within 14 days or for defective products or our errors.
If a parcel is refused upon delivery without a valid reason, return shipping costs and any additional carrier fees will be deducted from the refund amount.
Luz de Dama
📍 Calle Ortega y Gasset nº 26, 3ºB, 03610 Petrer (Alicante), Spain
📧 hola@luzdedama.com
