NEED TO RETURN YOUR ORDER? 

Easy! If you are not in love with the product that you have purchased, Luminous. will provide you with full store credit.

RETURNS POLICY

• Items must be returned within 14 days from the delivery date.
• All returns will automatically be issued store credit after validating your return(this will allow you to easily re-purchase an alternative item, or the same item in a different size).
• We do not offer refunds for change of mind or incorrect sizing.
• Customers who have received an incorrect item or products with a manufacturing fault will receive a refund. (Please note that the Luminous. Warehouse undertakes strict quality control on every item prior dispatch and upon receiving return).
• Please take due care when trying on any products. (Items that are manually defected or do not comply with our returns policy will be declined and returned to the customer).
• Luminous. is not responsible for return shipping costs.
• We do not issue store credit or refund on original shipping charges.

EXCHANGES

• Store credit will be issued, so that you can re-purchase a new item.
• If you need an urgent exchange, we would highly recommend that you purchase the replacement size prior to sending back the return, and we will issue you with store credit, once we receive your unwanted item. (As we do not hold items, nor exchange, while your item is being sent back).

CONDITION OF RETURN

All garments must be returned:

• In the original condition, unworn and unwashed. (Free of any stains from make-up or deodorant).
• With all tags attached and in the original packaging.

All shoes must be returned:

• In the original undamaged shoebox.
• In the same condition as delivered to you.
• They must be tried on indoors and on a soft floor.

WHAT CANNOT BE RETURNED

Sale items cannot be returned (excluding full priced items purchased using a discount code) 

For safety/hygiene purposes, the following items cannot be returned:

• Accessories (any products within accessories category)
• Lingerie
• Swimwear (without a hygiene sticker) 

HOW DO I MAKE A RETURN?

Please note that items must be returned within 30 days of the purchase date.

1. Ensure the items you are returning meet all of our return policy requirements.
2. Get in touch with our support team at Support@Luminousxx.com within 14 days of Delivery
3. Do Include the following information in your email: 

• Order number
• Name of the item(s) you wish to return/exchange
• Reasons for the return/exchange
• Photos of the item(s) you wish to return/exchange, clearly showing the item(s) and the attached tags.

      4. Return your item with the provided address from our support team. 

PLEASE NOTE:

• Return request received after 14 days of delivery will not be accepted

RECEIVED A FAULTY ITEM?

• If you have received a faulty Item, please email our customer support team within 5 days of receiving the package via support@luminousxx.com. Please wait for instructions before shipping your return. 
• You will not be reimbursed returns fees if our support team have not sent you instructions via email, prior to returning the faulty items.
• Be sure to use a traceable delivery method for returning your items, as Luminous. is not held responsible for lost/damaged returns in transit.

ASSESSING THE RETURN

• Returned products will be assessed upon arrival to ensure they comply with our returns policy.
• Non-returnable items and/or returned items which do not comply with our returns policy will not be accepted and will be returned back to the customer.

REFUNDS AND PROCESSING TIMEFRAMES

Depending on the service and country you’re returning your items from, it can usually take up to 21 working days (excluding weekends and public holidays) to be delivered and processed by our returns team.

• Refunds will be issued to the same method of payment used to create the order.
• For payments made with both credit cards, and gift cards or store credit, the refund will be applied to the gift card/store credit first.
• Please do not email regarding the arrival of your return unless it has been 15 days since posting your return.
• You will be informed via the email address that you provided for your order, when the refund is complete.
• Store credit will be issued via email and in the form of a code, and it will remain valid for 6 months upon receiving the email. 

Please note that Luminous. does not operate on public holidays, so all returns will be processed the following working day.