At Lumirow, we want you to feel confident when shopping with us. If you are not fully satisfied with your order, we offer a clear and fair return process.
We offer a 30-day return policy. This means you have 30 days after receiving your order to request a return. A return must be requested before the item is sent back.
Return Requirements
To qualify for a return, the item must meet all of the following conditions:
- It must be in the same condition as when it was received.
- It must be unworn, unused, and free from signs of wear.
- All original tags must remain attached.
- The item must be returned in its original packaging.
How to Start a Return
- Email us at lumirowservice@gmail.com with your order number and the reason for your return.
- Wait for approval. Once your return request has been approved, we will send you the return instructions and the correct return address.
- Ship the item back in its original packaging and include all required return information.
- Once we receive and inspect your return, we will process your refund.
Please note: returns must be sent to our return address in Hong Kong. Always follow the return instructions provided by our customer service team. Do not return items to the sender address on your package, as this may delay or prevent processing.
Items returned without prior authorization will not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the return is caused by our error, such as an incorrect or defective item.
There are no restocking fees for returns.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery. If your item is defective, damaged, or incorrect, contact us as soon as possible at lumirowservice@gmail.com.
We ask that you report any issue within 7 days of delivery. To help us review the issue, we may request clear photos, packaging images, or an unboxing video.
For damaged, defective, or incorrect orders, we may offer a replacement, reshipment, store credit, or refund depending on the situation. In most confirmed cases, reshipment or replacement will be free of charge.
Exchanges
At this time, Lumirow does not offer exchanges. If you are not satisfied with your item, you may request a return and refund according to this policy, and place a new order for the item you would like
Refunds
Once we receive and inspect your return, we will notify you by email whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 7 days after confirmation. Please note that your bank, credit card provider, or payment provider may need additional time to process and display the refund on your account.
If more than 14 business days have passed since your refund was approved and you still have not received it, please contact us at lumirowservice@gmail.com.
Shipping costs are non-refundable, unless the item was received damaged, defective, or incorrect.
Cancellations and Address Corrections
All orders are considered final once successfully placed.
Due to our automated fulfillment process, orders cannot always be modified, edited, combined, or cancelled after checkout.
If you need to correct your shipping address, please contact us as soon as possible at lumirowservice@gmail.com with your order number and the correct address. We will do our best to update it, but changes cannot be guaranteed once the order has entered processing or shipment.
Address Accuracy
Customers are responsible for providing a complete and accurate shipping address at checkout.
Lumirow is not responsible for delivery issues caused by incorrect or incomplete addresses, missing apartment numbers, incorrect postal codes, refused deliveries, or failure to collect a package.
Returned to Sender Packages
If an order is returned to us due to incorrect address information, failed delivery attempts, refusal of delivery, or failure to collect the package, the original shipping costs are non-refundable.
Once the returned package has been received and reviewed, Lumirow may offer one of the following resolutions:
- Reshipment, subject to a new shipping fee;
- Store credit;
- A refund of the product value, excluding shipping costs where applicable.
Lost or Missing Packages
If your tracking information shows that your order has been delivered but you have not received it, please first check around your delivery location, with neighbors, or with your building's front desk or mailroom.
If the package is still missing, please contact your local courier or post office to trace the package. Please report the issue to us within 7 days of the marked delivery date by emailing lumirowservice@gmail.com with your order number and any supporting documentation.
Please note that once a package has been confirmed as delivered by the carrier to the address provided at checkout, Lumirow cannot be held responsible for theft or loss after delivery.
Dispute Resolution
We are committed to resolving all order concerns quickly and fairly. Before initiating a chargeback or payment dispute with your bank, card issuer, or payment provider, we strongly encourage you to contact us directly at lumirowservice@gmail.com and allow us the opportunity to resolve the issue first.