RETURN & REFUND POLICY
Last updated: December 15, 2025
At Lumé London, your satisfaction is our priority. We understand that sometimes an item might not be quite right, and we’re here to make your return process as smooth and transparent as possible.
1. Your Right to Return
If you change your mind about your purchase, you may return your item(s) within 30 calendar days from the date of delivery. Once you have notified us of your intention to return, the item(s) must be sent back within 14 days. This returns policy is offered in addition to, and does not affect, your statutory rights under applicable UK and EU consumer protection laws.
2. Return Conditions
To be eligible for a refund, returned items must:
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Be unworn, unused, and unwashed
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Be returned in their original condition
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Include all original tags, packaging, and accessories
You may try items on to assess fit and style, as you would in a physical store. However, if items are returned with signs of excessive wear, damage, or markings (such as makeup, perfume, fake tan, or washing), we reserve the right to apply a deduction to the refund to reflect any loss in value.
3. How to Return Your Order
To start a return, please follow these steps:
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Email us at support@lumelondon.co with your order number and the item(s) you wish to return. If possible, please include a brief description of the reason for your return, as this helps us improve our products and services.
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We will reply with detailed instructions and the return address by email.
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Re-pack your item(s) securely, preferably in the original packaging.
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Send your parcel back using a tracked delivery service, and keep the proof of postage.
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Once your return is received and inspected, we’ll process your refund within 14 working days.
Please note that return shipping costs are the responsibility of the customer unless your item is faulty or incorrect.
4. Refunds
Once we have received and inspected your return, we will process your refund within 14 days.
Refunds will be issued to the original payment method.
Refund amounts:
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Full item price will be refunded for eligible returns
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Any express or upgraded shipping fees are non-refundable
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If your item was faulty or incorrectly sent, Lumé London will cover the return postage cost
5. Exchanges & Store Credit
We currently do not offer direct exchanges.
If you’d like a different size or item, please return your order for a refund and place a new one.
6. Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please contact us within 7 days of receiving your order at support@lumelondon.co.
Please include:
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your order number
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clear photos of the issue
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a brief description
We will arrange a replacement (if available) or issue a full refund.
7. Late or Missing Returns
Please keep your proof of postage until your refund has been processed.
We cannot be held responsible for return parcels lost in transit without valid tracking or proof of shipment.
If you believe your refund is delayed, please contact us with your tracking information.
8. Contact Us
If you have any questions about returns or refunds, please contact our Customer Care Team:
📩 support@lumelondon.co.
Our team is available:
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Monday – Friday: 9 AM – 6 PM (GMT)
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Saturday – Sunday: 9 AM – 4 PM (GMT)
We aim to respond to all emails within 24 hours on working days.