Shipping & returns
Shipping & returns
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Shipping & Returns
Thank you for shopping with Luma Lane. We are committed to providing a clear and transparent shopping experience. Please review this Shipping & Returns Policy before placing your order.Shipping Policy
Order Processing
- Orders are processed after payment has been successfully confirmed.
- Orders are processed Monday through Friday, excluding weekends and public holidays.
- During peak seasons, promotional events, or periods of unusually high demand, processing may take longer.
- Any material fulfillment delay will be communicated using the contact information provided with the order.
Shipping Time
We currently ship to the destinations available during checkout. Estimated Delivery Time: 20–30 business days from order confirmation. Delivery times are estimates and may vary depending on:- Destination country or region;
- Customs-clearance procedures;
- Weather conditions;
- Local carrier operations;
- Public holidays;
- Peak shopping seasons; or
- Unexpected transportation disruptions.
Shipping Confirmation and Tracking
After your order has shipped, you will receive a shipping-confirmation email containing tracking information where tracking is available. Tracking updates may take several business days to appear after shipment. Some international packages may be transferred to a local carrier for final delivery.Customs, Duties and Taxes
International orders may be subject to customs duties, import taxes, brokerage charges, or other fees imposed by the destination country. These charges are the customer’s responsibility unless checkout expressly states that duties and taxes are included. Luma Lane does not control charges imposed by customs or other local authorities.Incorrect Shipping Information
Please ensure that your shipping address is complete and accurate before submitting an order. Contact support@getlumalane.shop immediately if you need to request an address change. We will make reasonable efforts to update the address before shipment, but changes cannot be guaranteed after processing begins. Luma Lane is not responsible for delays caused by incorrect or incomplete information supplied by the customer. If a package is returned for this reason, additional shipping charges may apply to reshipment and will be disclosed in advance.Lost or Damaged Packages
If your package appears lost, arrives damaged, or is marked as delivered but cannot be located, contact support@getlumalane.shop. For damaged packages, include your order number and clear photographs of the product, packaging, and shipping label. We will review the available delivery information and provide an appropriate solution when a package is confirmed lost or damaged.Returns Policy
Your satisfaction is important to us. We offer 30-Day Free Returns and Exchanges on eligible products.Return Eligibility
To qualify for a free return or exchange:- The request must be submitted within 30 days after receiving the order;
- The product must be unused, unworn, unwashed, and in its original condition;
- All original packaging, accessories, manuals, and tags must be included; and
- Proof of purchase, such as an order number or confirmation email, is required.
How to Request a Return
To request a return or exchange, email support@getlumalane.shop and include:- Your order number;
- The email address used to place the order;
- The product you wish to return;
- The reason for the return; and
- Whether you are requesting a refund or exchange.
Free Return Shipping
Approved eligible returns are free of charge. Luma Lane will provide or reimburse the approved standard return-shipping method. We are not responsible for products sent without authorization or through an unapproved shipping method.Free Exchanges
Eligible products may be exchanged free of charge within 30 days after delivery. Exchanges are subject to availability. If the requested replacement is unavailable, we will offer an alternative or issue a refund to the original payment method.Non-Returnable Items
For hygiene, safety, or other legitimate reasons, the following products cannot be returned for a change of mind unless they arrive damaged, defective, or incorrect:- Personalized or custom-made products;
- Gift cards;
- Downloadable digital products;
- Hygiene-sensitive products after their protective seal has been opened;
- Final-sale products clearly identified before purchase; and
- Products damaged through misuse, improper care, unauthorized alteration, or normal wear and tear.
Damaged, Defective or Incorrect Items
If you receive a damaged, defective, incorrect, or incomplete product, contact us as soon as possible. Please include:- Your order number;
- A description of the issue; and
- Clear photographs of the product and packaging.
Refund Policy
After the returned product has been received and inspected, we will notify you whether the refund has been approved. If approved:- The refund will be issued to the original payment method;
- We will normally issue the refund within 5 business days after inspection; and
- Your bank or payment provider may require an additional 5–10 business days to display the refund.