ONCE AN ORDER HAS BEEN PLACED IT CANNOT BE CANCELLED , NO EXCEPTIONS" However we can honor store credit if you decided you do not want the ordered items any more so you could order any other items instead.
We apologize for any inconveniences.
Q&A
Orders
- Please allow 1-5 business days to process your order
- Delivery Time = Processing Time + Shipping Time
- Standard Shipping: $7.95 (delivers in 5-7 business days)
- Priority Shipping: $12.95 (delivers in 2-5 business days)
- Overnight Express Shipping: $49 (please note USPS does not guarantee overnight delivery, it delivers the next business day in most US addresses, however it could also be delivered in the second business day due to extreme weather conditions/extreme far distances/other unexpected situations)
- Items from THE LUMI SHOP can be returned at customers’ costs in unworn conditions with tags on within 14 days after delivery for STORE CREDIT ONLY
- Rush order service fee (optional): $25. Pease email customerservice@thelumishop.com with your order # and title of "RUSH ORDER REQUEST" within 24 hours of purchasing, once we verify your ordered items are in stock, we will send invoice for $25 and ship within 1 business day.
Please allow 1-5 business days to process and ship your order. Priority/Express Mail Service is available upon checkout, please account for processing times. *Rush requests based on availability.
Once an order has been placed we are unable to add or remove items.
You can contact Customer Support by emailing customerservice@thelumishop.com with your order number and request to add new items to your order, we will then send you an invoice for the extra items you want to add to your order, once paid, we will ship your orders all together.
Unfortunately, you can only use one discount code per order, however, you are able to use a discount code and gift card on the same order.
Shipping
- We ship worldwide
- Please allow 1-5 business days to process your order
- Delivery Time = Processing Time + Shipping Time
- Standard Shipping: $7.95 (delivers in 5-7 business days)
- Priority Shipping: $12.95 (delivers in 2-5 business days)
- Overnight Express Shipping: $49 (please note USPS does not guarantee overnight delivery, it delivers the next business day in most US addresses, however it could also be delivered in the second business day due to extreme weather conditions/extreme far distances/other unexpected situations)
- Items from THE LUMI SHOP can be returned at customers’ costs in unworn conditions with tags on within 14 days after delivery for STORE CREDIT ONLY
- Rush order service fee (optional): $25. Pease email customerservice@thelumishop.com with your order # and title of "RUSH ORDER REQUEST" within 24 hours of purchasing, once we verify your ordered items are in stock, we will send invoice for $25 and ship within 1 business day.
Please allow 1-5 business days to process and ship your order. Priority/Express Mail Service is available upon checkout, please account for processing times. *Rush requests based on availability.
We are not responsible for stolen or lost packages. Please contact your local post office with your tracking number and open a case with them.
We offer free standard shipping on all U.S. orders over $150.
We do not offer free shipping for any international orders at the moment.
We are not responsible for stolen or lost packages.
Please go through these precautions to confirm the status of your package:
- Look for a "notice of attempted delivery" that is frequently left on your front door or mailbox and follow the directions on the notice.
- Look around the delivery location for your package (mailbox, porch, front door, back yard)
- See if someone else accepted the delivery (family members or neighbors)
- Sometimes packages may say delivered up to 1 business day before arrival.
If you still believe your package is lost. Please contact your local post office with your tracking number and open a case with them.
Returns/Exchanges
Exchange & Return Policy
Special notice for Halloween Costumes. Due to the special category of items, any halloween costumes are not eligible for returns or exchanges. We sincerely apologize for the inconvenience.
Special notice for any Roma items (Roma items is any listing name starting with 4 digits), due to the special fulfillment operation process, we are unable to exchange or return any of these particular items. We apologize for the inconvenience.
Returns & exchanges can only be applied to any regular priced items within 14 days of delivery with tags on for Store Credit ONLY. For returns/exchanges, unless items are received wrong, or damaged, customers are responsible for postages.
The item must be unworn, with the labels still attached and must be sent back within 14 days of delivery. Please return items in an unworn and undamaged condition. *If it is evident that the items have been worn or the labels are removed, we cannot honor the exchange and your item will be returned to you as a courtesy.
Please allow up to 5 business days after receipt of delivery for processing of exchanges & returns.
*** Due to the product nature, body jewelers, body chains & harnesses are NOT eligible for any returns & exchanges.
ALL DISCOUNTED SALES ARE FINAL.
Return/Exchange Shipping
Items from THE LUMI SHOP can be returned at customers’ costs in unworn conditions with tags on within 14 days after delivery for STORE CREDIT ONLY
Please do your best to choose correct sizes as we do not offer free exchanges/returns. This means you will need to cover the cost of shipping the original item back to us. We recommend exchange/return shipments are trackable as we cannot accept liability for items that are lost in the mail. For returns/exchanges, unless items are received wrong, or damaged, customers are responsible for postages.
Due to the product nature, body jewelers, body chains & harnesses are NOT eligible for any returns & exchanges.
Any orders made with 30% or higher discount amount is FINAL.
Halloween costumes are not eligible for return.
Products
Many of our products are handmade! However, we very rarely have issues with quality. In this unlikely event, please contact us as soon as possible within 7 days of delivery. Quality claims after 7 days period will not be honored. *Please do not wear the item or remove the tags if you intend to send it back. Tags must still be attached on.
You can find our size chart HERE
We use only the finest materials in the industry to make all of our products so yes we only offer high quality handmade products.
For sequin/regular items: Hand wash cold. Air dry.
For fuzzy items: we do not recommend to wash it as it might mess up the fur.
Please protect your items with love and care as they are carefully handmade. Please stay away from rain/water, fire and dust if possible. If you treat it with love and care, they will last for a few years at least.
Payment
During the checkout process, you will see an order summary page that contains a space for a gift card or discount code. Simply, input your code and hit "apply." Your discount/credit will be applied to your order immediately. Keep in mind, you can only use one discount code per order; however, you are able to use both a gift card and promotional code on the same order.
During the checkout process, you will see an order summary page that contains a space for a gift card or discount code. Simply, input your code and hit "apply." Your discount/credit will be applied to your order immediately. Keep in mind, you can only use one discount code per order; however, you are able to use both a gift card and promotional code on the same order.
When you emailed us via customerservice@thelumishop.com to request to "cancel" your order or you requested to return your items.
We will issue your store credit to be used in the form of an electronic gift card with a unique custom code made only for you. This unique code can be used when checking out in our 'Gift Card or Discount Code' section and it will also never expire!
Cancellations
ONCE AN ORDER HAS BEEN PLACED IT CANNOT BE CANCELLED , NO EXCEPTIONS" However we can honor store credit if you decided you do not want the ordered items any more so you could order any other items instead.
We apologize for any inconveniences.
Contact Us
Feel free to get in touch with us via email if you are wanting to exchange or return your item. Please do not reach out on Social Media, it is a separate department.
If you have any questions, please email us at customerservice@thelumishop.com and we will be more than happy to help!