FAQs

What is the return and exchange policy?

Had a change of heart? No problem! Please email us at lumaeuae@gmail.com (with your Order #) within 7 days of receiving your order and we will be happy to collect the item and process your return or exchange. Please note the following criteria must be met in order to qualify for a return:

• Product must be in its original purchase condition: packaging must be unopened, unused, unmarked and not defaced in any manner.
• Product purchased as part of a set or a kit must be returned as a whole set.
• Unfortunately, items received on sale are not eligible for refunds.
• Return shipping costs will be covered by LUMAE provided all the above requirements have been met.

 

Help! I received damaged product(s)!

All products are checked for quality before dispatch and while we do our best to ensure that your order arrives in perfect condition, products may occasionally be damaged during delivery. If you receive a damaged item, please contact us at lumaeuae@gmail.com as soon as possible, along with photos of the damaged product(s). Please note that a damaged outer box does not qualify as a damaged product, as it does not affect the quality of the items inside.

After reviewing your case, we will arrange for your items to be returned. Once your return is received and inspected, we will send you an email confirming receipt of your returned item and notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 5–7 business days.