Repairs
What is your repair service policy?
As a manufacturer, Lusso are pleased to offer a FREE repairs service to items purchased directly on our website. We are able to patch up garments using the original materials to give your clothing a new lease of life. It is part of our sustainability measures meaning less clothing waste ends up in landfill.
*Please note this service only applies to items purchased directly through our website within our 1 year warranty period. Items bought through a retailer or are outside of warranty are still possible to be repaired at an additional fee. None genuine Lusso products/ other brands are excluded from this service. Please make sure all items are freshly washed before returning.
What is the process?
- Log into your CUSTOMER ACCOUNT using the email used to purchase your item.
- Submit a return request for your item and clearly state in the comments it's for a repair. Attach images of the damaged item and send them to hello@lusso.bike with your order number and one of our customer service team will review your request and see if it can be repaired.
- If it is, great! Your request will be approved and you can then purchase a shipping label / send your repair to us.
- A member of our production team will then give the item a final examination to make sure we are able to perform a successful repair that will be durable and restore the product back to its original condition.
- Following a successful repair the good as new garment will be sent back to the original delivery address following payment of a returns delivery fee.
* Remember to wash the garment before sending it back to us or the item will be returned to you without inspection.
IF YOU CANNOT ACCESS YOUR ACCOUNT OR CAN NO LONGER INITIATE A RETURN REQUEST...
Get in touch with us at hello@lusso.bike and explain you'd like a repair made for your order & attach images of the affected area, one of our customer service team will review your request and see if it can be repaired. If it can, we will confirm you can send it back to us to be repaired.
Send the garment back with a copy of your order number and clearly marked garment to:
Lusso Repairs
Unit 1 Withins street
Radcliffe
Manchester
M26 2RX
UK
What are examples of items you can repair?
We can sew up or patch over ripped fabric wether it has been caused by an unfortunate crash, accidentally damaged or snagged on something. This process is quick and we aim to have your treasured garment back to you and back on the road again in no time. We can also replace zips that have become damaged or no longer function properly. However, items listed below are excluded from this service:
Sublimation printed short & long sleeve jerseys, socks, overshoes and gloves.
*Please note whilst Lusso makes every effort to restore items back to their original condition, sometimes the original fabrics may not be available and so there may be slight adjustments in colour matching and material used. If the damaged area is excessive we may not be able to perform a lasting fix and the repair will be rejected. Similarly we are unable to repair products that have enjoyed a long and well-worn life, or have been cut off by paramedics. We aim to complete repairs and alterations within 4-6 weeks.
When using our free repairs service it is the customers responsibility to return the goods to us safely. This includes the cost of shipping and any insurance to cover damage/ loss in transit ( Lusso is not liable to cover any damage/ loss in transit and sending without insurance is done so at the customers risk). We will send out repaired garments to the original delivery address using our standard delivery service at a cost of £3.99.
If the product is outside of its warranty period and the customer would still like a repair to be completed, the following charges apply:
Zip replacement: £25
Small patch: £15
Large patch: £20
Pad replacement: £25