You have 14 days from the date your order is delivered to request a return for a refund. Once your return has been registered, you have 14 days to send the item back.
We also offer exchanges within 30 days of delivery, subject to availability. One exchange per order is free of charge. Additional exchanges will be subject to shipping fees.
To initiate for a return or exchange, your item must be in the same condition in which you received it — unworn, unused, and in its original packaging. You’ll also need your order number as proof of purchase.
To initiate a return or exchange, please contact us at support@lumaire.store. Return shipping is at the customer’s own expense.
Once your request is approved, we will send you a secure link to our return portal, where you can complete the payment and generate your return label. Once payment is completed, the return label will be sent to you automatically via email.
Once your return has been approved and your return label has been issued, the parcel must be handed over to the carrier within 14 days from the date the return was approved.
If the parcel is not handed over within this timeframe, we reserve the right to refuse the return.
Please note: return labels must be paid for in advance — the cost will not be deducted from your refund.
We kindly ask that you send us the tracking number or shipping confirmation once the parcel is on its way. If you experience any delays or issues with the return, don’t hesitate to let us know.
We have up to 15 business days to process your return once it arrives at our warehouse. During periods of high demand, this process may take a little longer — we appreciate your patience and understanding.
The condition of the returned products is the customer's responsibility until they are received by our team. We strongly recommend packing your items carefully and keeping your shipping receipt and tracking number until your refund is issued.
Please note that returns sent without prior approval will not be accepted.
For any further questions about returns, feel free to contact us at support@lumaire.store.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Please note that all bags cannot be returned or exchanged, as these items are made-to-order specifically for you.
If you have any doubts about whether your item qualifies for a return, feel free to contact us at support@lumaire.store.
Exchanges
We offer exchanges within 30 days of delivery, subject to availability.
One exchange per order is free of charge. If you wish to exchange an item for a different size or product, please contact us at support@lumaire.store to initiate the process.
Once we have received and inspected the returned item and confirmed that it is in perfect condition, we will process the exchange and ship the new item to you.
Additional exchanges will be subject to shipping fees.
Unclaimed Packages
If you choose to return your order by declining delivery or if you fail to collect your parcel from the pickup point, please notify us at support@lumaire.store in order to start the refund process.
If a parcel is not collected within the specified time frame, or if delivery fails due to lack of response to collection or redelivery notifications, we reserve the right to deduct a $10 handling and return fee. This amount will be deducted from your refund or store credit.
If you prefer to have the order resent instead of refunded, the $10 handling and return fee will not be deducted from your refund, but must be paid in advance together with the $8 reshipping fee. We will send you a secure payment link to cover both costs before processing the new shipment.
Processing time
Once your return has been delivered to our warehouse, please allow up to 15 business days for it to be processed. During busy periods, processing may take a little longer.
The fastest way to check the status of your return is to track the parcel using the tracking number from your return label.
Please note: for some countries, returns are first delivered to a local return address and then forwarded to our main warehouse in Texas, where all returns are processed.
If it has been more than 15 business days since your return was delivered to the warehouse, feel free to contact us at support@lumaire.store and we’ll be happy to assist you.
Refunds
You’ll receive an email confirmation once your refund has been approved and processed.
We will notify you once we’ve received and inspected your return, and let you know whether the refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card provider to process and post the refund to your account.