Refund and Returns

FREQUENTLY ASKED QUESTIONS

RETURNS AND EXCHANGE

What is your return & exchange policy?

WE DO NOT ACCEPT RETURNS, EXCHANGES OR PRICE ADJUSTMENTS FOR CUSTOM MADE PRODUCTS.

RETURN + EXCHANGE POLICY
RETURN WINDOW


*If within 14 days from the delivery date you change your mind, we are happy to offer you a refund or you may opt to do an even exchange for the same item in a different size or color.
*We do not accept any returns or exchanges after the listed return window.
*Once a return is initiated and the label is created, the package must be scanned by FedEx within seven (7) days.
*Please note that we require items to be returned to us via our preferred shipping service so that they are insured and protected.
*Once we have received your return back, we will process it within five (5) business days. Your item must be sent with all tags attached, unaltered and the item must be in brand new, unworn, salable condition.
Upon approval, we will email you to confirm your refund to original form of payment, ship out in stock exchange items, or begin production on your new item.

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How do I return an order?

To be eligible for a return or exchange, the item must be returned from European Union.
All pieces that are eligible for a return or exchange must be sent with all tags attached, unaltered and the item must be in brand new, unworn, salable condition.

SHIPPING
Our insured FedEx shipping label must be used and the item must be sent back within 7 days of initiating your exchange.
If an order is sent to us using an alternate shipping service, we will not accept liability and cannot be held responsible for lost packages, as a result.
We kindly request that your exchange be sent back to us secured in the original packaging it arrived in.
Please do not use any large or oversized boxes as this will increase the shipping costs.
Should LUMINORI incur additional fees due to large packaging, this may be collected from the customer.

APPROVAL
For your return to be approved, you must adhere to our conditions below.
LUMINORI reserves the right not to accept an item if any of the below conditions are not met, and the item will be sent back at the customer’s expense.
Your item must be sent with all tags attached, unaltered and the item must be in brand new, unworn, salable condition.
All of our LUMINORI pieces come with a merchandise tag and the merchandise tag must be attached and unaltered in any way.

RETURN PROCESS STEPS
Please follow the below instructions:
*Go to our self-service portal link and access your order by entering your order number and email address (you will be prompted for the shipping zip code if you are initiating a gift exchange).
*Follow the steps to confirm whether you would like to receive a refund or an even product exchange for a different size or color.
*You will receive an email with a link to print your FedEx label.
*All returns must be scanned in at a FedEx location within 7 days of receiving your label.
*Bring to a FedEx location as your package must be scanned and collect your drop-off receipt (we do not accept returns via a FedEx drop box).
*Once received, our team will inspect your return within 5 business days and if approved, your refund will be processed (please allow up to 5 business days to see this in your account), send out your new product, or put your item into production.

Can I exchange an item for the same in a different size?

Yes, please see our Returns and Exchanges policy.

When will I receive a refund for returned items?

REFOUND PROCESS STEPS
Once received, our team will inspect your return within 5 business days and if approved, your refund will be processed (please allow up to 5 business days to see this in your account), send out your new product, or put your item into production.

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