Welcome to LUMEA
We ensure that your experience with us is as elegant as the quality and attention you deserve.
To ensure clarity of procedures and protect your rights, we present our return and exchange policy, considering that most of our pieces are carefully tailored according to customer orders.
* Exchange requests are accepted within 3 days of receipt.
* Original purchase invoice is required.
* The product must be in its complete original condition:
* Unused – unwashed – unworn – with all accessories, tags, and original flag.
* Custom-tailored pieces cannot be exchanged if they match the customer’s specified requirements.
* No exchanges are allowed if special modifications have been made, or if the customer provided incorrect measurements.
* Exchange is not accepted if damage occurs due to misuse.
* When exchanging for a higher-priced item:
* The price difference must be paid.
* For lower-priced items: the difference is non-refundable.
* For international exchanges, the customer bears all shipping costs.
* Sale and discounted items cannot be exchanged.
Customers are entitled to exchange or return in the following cases:
* Receiving a different product than ordered.
* Receiving an incomplete product with the option to complete the missing parts or refund their value.
* Receiving an item that doesn’t match agreed specifications.
Please send clear photos within 48 hours of receipt, including photos of item measurements using the approved method.
Exchange and Return Process
* Contact customer service to review the request and issue a shipping label.
* Print or show the shipping label to the shipping company representative.
* Deliver the package to the nearest branch within 3 days of receiving the label.
* Failure to deliver within the specified period cancels the request.
* Replacement items will be shipped within 10-20 business days depending on order volume and seasons.
After Receipt
* Only size alterations are performed.
* Customer bears shipping costs.
Before Receipt
* First size adjustment is free before order shipment.
* Minor modifications such as: closing an opening – adding a button – minor adjustment…
* Allowed at original price only and not during promotional periods.
* Major changes like embroidery – color changes – fabric changes – non-displayed changes…
* Not available.
* Pockets cannot be added or removed.
* Colors are executed according to design availability, not necessarily matching specific color requests.
* Modifying sizes of special designs or collections incurs additional charges.
* The inner dress – if applicable – must be ordered separately.
* Customer notes are reviewed before approving execution and confirming feasibility.
* LUMEA commits to the measurements provided by the customer and the size chart displayed on the website.
* We commit to the displayed photos and models of our pieces as shown.
* LUMEA is not responsible for incorrect addresses or non-receipt of shipments.
* Shipping labels are issued according to the approved shipping partner’s pricing.
