1. Refund Policy
At Lume Collective Studio, we offer a 30-day return policy.
To request a return, please email our support team at support@lumecollectivestudio.com for approval. Once approved, we will provide you with the return address and instructions.
To be eligible for a return, items must be unused, in their original condition, and include all original packaging.
Customers must contact our support team before sending any items back to receive the correct address. Returns sent to any other address will not be processed. Please retain your proof of return postage in case your parcel gets lost during shipping. Include your full name, address, and order number with your parcel. Please note, return shipping costs for unwanted items are non-refundable. Customers are responsible for paying the shipping cost to return the item.
If anything is unclear or if you need assistance, please reach out to our support team at support@lumecollectivestudio.com.
2. Cancelled Orders
If you wish to cancel your order before it has shipped, we offer a 6-hour cancellation window.
To cancel, please email our support team at support@lumecollectivestudio.com as soon as possible. Once your cancellation is approved, your refund will be processed, and funds will be returned to your original payment method within 3–5 business days. Please note that some payment methods or financial institutions may take longer to process refunds.
If you have any concerns about the status of your refund, our support team can provide proof of refund upon request.
Important: Once an order has entered the shipping system, it cannot be cancelled. In this case, please allow the delivery to take place and then initiate a return following our return process.
3. Damaged Goods / Missing Items
Please inspect your order immediately upon receipt. If your item is defective, damaged, incorrect, or if any items are missing, you must contact us within 7 days of delivery to initiate the return or resolution process. Claims submitted after 7 days of delivery may not be accepted. Please provide clear photographic or video evidence for our review.
For larger orders, please note that items may be shipped in multiple parcels. If you believe an item is missing, contact us within 7 days so we can confirm with our warehouse team and verify the shipment details, including parcel weight and dispatch records.
Please send visual proof, such as a photo or video of the damaged goods, to support@lumecollectivestudio.com. Once confirmed as faulty, a full refund will be issued back to your original method of payment or a replacement will be sent.
4. Exchanges
We offer exchanges for items that arrive damaged, defective, or incorrect (wrong product or size). To request an exchange, you must contact us within 7 days of receiving your order. Please email support@lumecollectivestudio.com with “EXCHANGE” in the subject line, and our support team will be happy to assist you.
5. Refunds
We will notify you once we’ve received and inspected your return. Upon approval, you will be automatically refunded via your original payment method. Please allow 3-5 working days for your bank or credit card company to process the refund.
6. Incorrect Address & Returned Parcels
Please ensure that the shipping address you provide at checkout is accurate and complete. Lume Collective Studio is not liable for undeliverable or delayed orders due to an incorrect or incomplete address provided by the customer. If an incorrect address is entered, we will not be able to replace or refund the order.
- Delivered to Incorrect Address: If a package is delivered to the address provided at checkout and that address was incorrect, it is the customer’s responsibility to locate and retrieve the package. We do not issue refunds or replacements in such cases.
- Returned to Sender: If a package is returned to sender due to an incorrect address, failed delivery, or failure to collect from a pickup location, it may be destroyed by the shipping carrier. We are unable to reship, replace, or refund such orders.
If you realise you’ve entered the wrong address, please contact our customer support team immediately. While changes cannot be guaranteed after an order is placed, we will do our best to assist before the item is shipped.
7. Lost or Stolen Parcels
If your parcel is lost or stolen, please contact our support team at support@lumecollectivestudio.com as soon as possible. We will investigate the matter with the shipping provider and determine the appropriate next steps.
