Returns and Exchange Portal
To request a return or exchange*, please email us at: hello@benaluca.com
*Please note the following conditions regarding returns:
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Sale and promotional items are non-refundable, non-returnable, and non-exchangeable. Once a product has been purchased at a set price, we cannot apply future sale discounts or refunds to that product in the event of an exchange.
Returns and Exchanges | Online Orders
We are happy to accept returns if there is a valid reason. You may return an item within 14 working days of placing your order for a full refund or exchange. For pre-order items, the 14-day period starts from the day your order is received.
All returned items must be:
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Unworn
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In re-sellable condition
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With all tags attached
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In their original packaging
We reserve the right to return items to you if these conditions are not met.
Important: Returns are currently not free, and customers are responsible for all return shipping costs. We also recommend sending items via recorded delivery, as we are not liable for items lost or damaged in transit.
All items are inspected upon arrival at our fulfilment centre. Items found damaged, dirty, or un-resellable may be returned to the customer. This policy helps reduce unnecessary waste. In some cases, un-resellable items may be reviewed by a specialist team on a case-by-case basis, which could add additional time before a refund is processed.
Exchanges
Products returned for an exchange do not incur additional charges for the replacement item to be sent. Exchanges or refunds cannot be provided for sale or discounted items.
Please allow up to 21 working days to complete a return or exchange. Refunds will be issued for the item price only, excluding shipping or other external costs. Once processed in our system, refunds will follow your payment provider’s timescales.
Keep your receipt safe, as the responsibility for the item remains with you until it reaches us.
This policy does not affect your statutory rights.
EU/International Customers
If returning items from outside the UK, customs fees may apply. Return postage, including any customs fees, is the responsibility of the customer, except if the item is faulty or damaged before use.