Refund policy

Exchanges

You can request an exchange for any item purchased on luminaeligma.com within 15 days of the delivery date. To initiate an exchange you will need the order number found in your order confirmation email.

Our dedicated Customer Care team will be happy to assist you with the process and provide you with the return shipping label and the necessary instructions. You can reach them at support@luminaeligma.com

All returned items must be in the same condition in which you received them, free of perfume or makeup with all tags attached and in their original packaging. Items that have been worn, used, washed, altered, or damaged will not be accepted, and will be sent back to you at your expense.

Online Returns

Please allow up to 7 business days to process your exchange or return request. If the new item costs less than the original item, we will issue a store credit and process the new item as a new order. If the new item costs more than the original item, a new charge will be applied for the difference. Our client service team will inform you of any additional charges before proceeding with the exchange. Made to order items are final sale and non-refundable

In-Boutique Returns

If you prefer to exchange the item(s) in person, our dedicated Fashion Advisors will be happy to assist you. We invite you to visit our boutique. Make sure to bring your return in its original packaging with the original receipt.

Refunds

In the event you are not completely satisfied with your purchase, you can initiate a return within 15 days of the delivery date.

All items must be returned in their original condition, including all tags and packaging. Items that have been used, worn, washed, altered, or damaged will not be accepted for a return. Made to order items are not eligible for any refund or exchange

Refunds will be processed within 7 business days of receiving your returned item(s) and will be issued to the original form of payment. Please note that the returned amount usually takes up to 10 working days to appear in your statement. Shipping and related handling fees such as duties are non-refundable.

In-store purchases are not eligible for refunds, We provide exchange or store credit for returned items. Exchanges are valid for 30 days.

Terms & Conditions

Shipping & Handling fees are none refundable due to all fees are external to Lumina Eligma and are usually paid to carrier companies directly.

Any delays with customs, or shipping are not the responsibility of Lumina Eligma team. We will try to assist in case of a lost package, delayed customs or shipping delivery date.

We will not undervalue prices for duty or customs. Items valued over $ 100 USD are shipped insured and might require a signature.

Made to Order items are not eligible for exchange or refund.

We do not ship to P.O. Boxes

EU & International Customs

Orders shipped to the European Union may be subject to customs duties and import taxes upon arrival. Orders valued above €150 EUR are subject to EU customs duties, which are the responsibility of the customer. Lumina Eligma will not undervalue goods on customs declarations.

EU Delivery Timeframes

We ship internationally via carrier-calculated rates. Estimated delivery to EU destinations is 4–15 business days from dispatch, depending on your location and selected carrier. Delays due to customs clearance are beyond our control.

Right of Withdrawal

EU customers have the right to withdraw from their purchase within 14 days of receiving their order, in accordance with the EU Consumer Rights Directive. Please refer to our Return & Refund Policy for full details.

Lost or Delayed Shipments

In the event of a lost or significantly delayed shipment, please contact us at info@luminaeligma.com. We will work with the carrier to investigate and resolve the issue, though we cannot guarantee outcomes for delays caused by customs or third-party carriers.