Ordering, delivery, cancellations & refunds
Luu Onsela is a custom fashion label based in Midrand, Gauteng, South Africa. These policies apply to every order placed through this website, whether a ready-made piece bought through Buy Now or a made-to-order piece arranged through a consultation. By placing an order you accept the terms below.
Effective 10 September 2026
Luu Onsela (“we”, “us”, “our”) is a sole-proprietor fashion business operating from Midrand, Gauteng. You can reach us on WhatsApp at 068 582 0211 or by email at luuonsela@gmail.com.
All prices are shown in South African Rand (ZAR) and include any applicable VAT. Buy Now payments are processed securely by Payfast; we never see or store your card details. We may correct pricing errors and decline or cancel an order that was placed at an incorrect price, in which case any amount paid is refunded in full.
A Buy Now order is confirmed once payment is received and you receive an order confirmation. A custom order is confirmed once the 50% deposit is received. Acceptance of an order is always at our discretion; we may decline or limit any order, including where a piece or fabric is unavailable, where we suspect fraud, or where we reasonably cannot fulfil it. If we decline an order, any amount paid is refunded in full.
Custom-measurement Buy Now items and full custom orders are made specifically to the measurements, specifications and delivery details you supply. You are responsible for the accuracy of this information. We are not liable for a fit issue, production delay or delivery problem that results from measurements or details you provided incorrectly.
Photographs on this website are for illustration. Colours may vary slightly between screens and between fabric batches, and every piece is handmade, so small natural variations in finish are normal and are not defects.
We collect your name, contact details, delivery address and (where relevant) measurements only to fulfil your order and communicate with you about it. We do not sell your information. Payment information is handled entirely by Payfast.
All designs, photographs and content on this website belong to Luu Onsela and may not be reproduced without permission.
We are not liable for any delay or failure to perform caused by events beyond our reasonable control, including load-shedding, courier or postal disruption, illness, supplier or fabric shortages, and other circumstances of that kind. Where this happens we will let you know and agree a reasonable way forward with you.
Nothing in these terms limits your rights under the South African Consumer Protection Act. Subject to that Act, our total liability to you for any order is limited to the amount you paid for it, and we are not liable for any indirect or consequential loss.
These terms are governed by the laws of the Republic of South Africa.
We may update these policies from time to time. The version on this page, with the effective date shown above, is the one that applies to your order.
We deliver to physical addresses within South Africa by courier.
A flat courier fee of R120.00 is added to every Buy Now order at checkout, regardless of order size or destination within South Africa.
These are estimates, not guarantees. Courier delays outside our control (weather, load-shedding, courier backlogs) can occasionally add time.
Please make sure the delivery address you enter at checkout is correct and complete. Parcels returned to us, or re-delivery arranged, because of an incorrect or incomplete address may attract a further courier fee.
Risk in a piece passes to you once it is delivered to the address you provided. Ownership passes once we have received payment in full.
Once your parcel is dispatched we will share tracking details with you on WhatsApp or by email.
You may cancel a ready-made order at any time before it is dispatched for a full refund, including the delivery fee. Contact us as soon as possible on WhatsApp or by email. Once an order has been dispatched, the Refund & Returns Policy below applies instead.
Because these pieces are made specifically for you, they cannot be cancelled once production has begun. Any amount paid, including the 50% deposit on a custom order, is non-refundable from that point. If your circumstances change, contact us as early as possible and we will do what we reasonably can to help.
If we are unable to fulfil an order, for example because a fabric becomes unavailable, we will let you know and refund every amount you have paid in full.
In line with the South African Electronic Communications and Transactions Act, you may return a ready-made, standard-size piece within 7 business days of delivery for a refund, provided it is unworn, unwashed, undamaged and returned with its tags and packaging. You are responsible for the cost of returning the item to us. This right does not apply to custom-measurement pieces or full custom orders, which are made to your specifications.
If a piece arrives faulty, damaged in transit, or is not what you ordered, contact us within 3 business days of delivery with photos. We will arrange a repair, a replacement, or a full refund, including delivery costs both ways, at no charge to you. This applies to custom pieces too.
Always contact us first on WhatsApp or at luuonsela@gmail.com to arrange the return and get the return address. Please do not send anything back before speaking to us; unauthorised returns cannot be processed.
Every return is inspected before a refund is approved. An item that does not meet the conditions above (unworn, unwashed, undamaged, with tags and packaging) will be sent back to you and no refund will be issued.
Approved refunds are paid back to your original payment method through Payfast, normally within 10 business days of us receiving and checking the returned item.
A size guide and a “how to measure” guide are on each Buy Now product page. If you are between sizes or unsure, choose the custom-measurement option or book a consultation. Ordering the wrong standard size is treated as a change-of-mind return.