Refund policy

Because every Lumo item is made to order, our return policy works a little differently than traditional retail — but don’t worry, we’ll always make it right if something goes wrong. 🧡 Please read the details below.

To start a return, see our return page or you can contact us at support@justlumo.com. 

If your return is approved, we’ll provide instructions on the next steps. Items sent back to us without first contacting us will not be accepted.

You can always contact us for any return question at support@justlumo.com.

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We’ll evaluate the issue and arrange a replacement or refund.

Condition of returned items

  • If your order arrives damaged or defective, you do not need to return it. Please provide clear photos as proof, and we’ll arrange a replacement or refund.

  • If you receive the wrong item (different from what you ordered), or if you are returning an item for another approved reason, it must be sent back to us in the same condition you received it — unworn, unused, with tags, and in its original packaging. Items that do not meet these requirements cannot be accepted.

Exceptions / non-returnable items

Since all Lumo items are custom-made just for you, we cannot accept returns or refunds for:

  • Ordering the wrong size or color

  • Change of mind

  • Sale items or gift cards

To avoid sizing issues, please refer to our size guides before placing your order.

 

Exchanges

We do not offer direct exchanges, as each item is produced individually. If you ordered the wrong size, reach out to us — we may be able to offer a discounted reorder as a goodwill gesture.


European Union 14 day cooling off period 

Under EU law, customers normally have the right to cancel or return an online order within 14 days, without justification.
However, this right does not apply to custom-made or made-to-order products, such as all Lumo items.

Of course, if your product arrives defective, damaged, or incorrect, you are fully protected by EU consumer rights, and we will replace or refund your item.


Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@justlumo.com.