Framework
This return policy has been prepared in accordance with current consumer protection legislation (Portuguese Decree-Law no. 24/2014) and may be updated without prior notice.
Right of Withdrawal and Return Period (Cooling-Off Period)
The customer has the right to withdraw from the contract without incurring any costs (other than the direct cost of returning the product) and without the need to state a reason, within a period of 14 (fourteen) calendar days, starting from the day on which the customer or a designated third party (other than the carrier) acquires physical possession of the product(s).
Any purchase made in the store can be returned up to the 14-day limit after delivery. Beyond this period, we cannot accept returns or offer product exchanges.
To exercise the right of withdrawal, you must submit an unequivocal statement of cancellation. You may contact the store within the statutory period to request a standard withdrawal form or notify us directly via email at lssb.shipping@gmail.com.
Your email must include the following details:
• Recipient / Customer Name
• Telephone / Mobile Contact Number
• Order Number
• Order Date
• Delivery / Receipt Date
• Item(s) being returned
Upon receiving your request, we will reply promptly to validate the procedure and provide full return shipping instructions.
Conditions for Return
For an item to be eligible for return:
• Products must be in the exact condition in which they were delivered—unworn, unwashed, and without signs of misuse or handling wear.
• Items must be returned in their original packaging, with all labels, tags, and protective elements intact.
• Customized, made-to-order, or personalized products are exempt from the right of withdrawal and cannot be returned.
• Returns must always be dispatched directly to the merchant (LSSB Studio) and never to external third-party suppliers.
Documentation
To complete the return process, the package must include a copy of the purchase invoice, proof of payment, and the completed return form/note.
Refunds
Refund of the product value, along with the initial standard shipping fees paid, will be processed in full within 14 days from the date we are notified of your decision to withdraw, provided the returned items have been safely received at our studio (or until proof of return dispatch is provided).
LSSB is not required to reimburse supplementary costs if the customer opted for a delivery method other than the least expensive standard delivery provided by the store. The customer will be notified via lssb.shipping@gmail.com once the package arrives and passes physical inspection.
Reimbursement will be issued via the original payment method used during checkout, unless expressly agreed otherwise, at no extra cost to the customer.
If you have not received your refund within the expected timeframe:
1. Re-check your bank account statement or card account.
2. Contact your credit card company or banking institution, as official processing times may vary.
3. If you have completed these steps and still have not received the funds, please contact our support team at +351 920 170 778 or lssb.shipping@gmail.com.
Exchanges
An exchange of items is accepted if the received order is defective, incomplete, incorrect, or damaged in transit. If you need to exchange an item for these reasons, email us at lssb.shipping@gmail.com with photos of the damaged or incorrect piece.
Items must be shipped to our studio:
LSSB Studio
Matosinhos, Porto, Portugal
Gifts
If the item was designated as a gift when purchased and shipped directly to you, exchanges will be processed upon presentation of the gift receipt/order reference.
Return Shipping Costs
Standard delivery costs paid on the initial order will be refunded as stipulated under Portuguese Decree-Law no. 24/2014.
However, the direct cost of shipping the item back to our studio is the customer's responsibility, unless the return is due to our error or a defective item. We strongly advise sending returns via tracked and registered mail (such as CTT Registado), as we cannot guarantee receipt or be held liable for parcels lost or damaged during transit back to us.
International Returns
For orders delivered abroad (Europe or Rest of the World), the return process operates under the same conditions outlined above. The customer remains responsible for return international postage and ensuring the parcel is properly declared with customs.
