Changed your mind
Contact us within 7 days, starting the day after delivery. The item must remain in good condition. You pay return postage, and the return address may be outside your country.
Returns & refunds
Whether you changed your mind, received something wrong, or a parcel never arrived, there is a clear path forward. Contact LUMA and we will handle your request directly.
Start a return request
The essentials
Damaged, wrong or missing
Contact us within 30 days of delivery with photos and details. Once verified, we will arrange a replacement, reshipment or refund. If a return is needed, LUMA covers reasonable postage.
Your refund
We refund to your original payment method, not mandatory store credit. For eligible returns, we initiate the refund within 7 days of receiving the item.
7-day change-of-mind returns
When to contact us
If you change your mind, notify us within 7 days starting the day after delivery. You do not need to give a reason.
Item condition
The item should retain its original quality and function, with accessories, gifts and tags included. Opening packaging or reasonably inspecting the item does not, by itself, disqualify a return. Use beyond what is needed to inspect it, damage or missing essential parts may affect eligibility.
Sending it back
Please do not return an item to the sender address on the parcel. We will provide the return address and recipient details for your order. The address may be outside your delivery country, so please consider the time and cost of international return postage before ordering.
Damaged, wrong, missing or undelivered
Report an item problem
If an item arrives damaged, differs from your order or is missing from the parcel, contact us within 30 days of delivery. Include your order number, a description, and photos of the item, outer packaging and shipping label. For a missing item, tell us what was in the parcel. We may ask for more details to verify the issue.
Review & resolution
Once verified, LUMA will arrange a reshipment, replacement or refund as appropriate. If we need the problem item returned, we will provide instructions and cover reasonable return postage. Please do not pay for expensive international postage without checking with us first.
Undelivered parcels
If tracking indicates a lost parcel or stops updating for an extended period, contact us with your order number. We will investigate with the carrier. If delivery is confirmed impossible, we will reship or refund. This is not treated as a change-of-mind return.
How to request help
Contact us with the details
Choose “Returns & after-sales” on our contact page, or email support@lumashow.com. Include your order number, checkout email, the item concerned and what went wrong. The contact form does not accept attachments; if photos are needed, we will collect them by email.
Follow the return instructions
We will review the order and reply with next steps. If a return is needed, use the address we provide and keep the shipping receipt and tracking number. Do not send an item to the original parcel sender before receiving return instructions.
Costs, exchanges & refunds
Postage & fees
For change-of-mind returns, you pay the actual postage charged by your chosen carrier. LUMA does not charge an additional restocking fee. The original outbound shipping charge is generally not refunded, except where applicable law requires it or the return is due to our error.
Refund timing & method
For change-of-mind returns, we initiate a refund within 7 days of receiving the item in good condition. For verified damage, wrong or missing items, we initiate any agreed refund after the resolution is confirmed. Refunds go to the original payment method; your bank or payment provider may take additional time to show the credit.
Exchanges
For a different colour or style, request a return and place a new order. Availability and pricing are determined when the new order is placed. We arrange replacements for verified order problems.
Cancellation & legal rights
Cancelling an order
Contact us as soon as possible if you need to cancel. Before an item is handed to the carrier, we will try to stop shipment and refund you. Once dispatched, the relevant return process normally applies.
Your consumer rights
This policy does not limit any consumer rights you have under the laws applicable to your order. If those laws provide a longer period, stronger protection or different cost rules, they prevail. Product-specific restrictions apply only when clearly disclosed before purchase and permitted by law.
Policy updated: October 11, 2026