returns & refunds

we hope you love everything you order from lumiary, but we understand that sometimes things just don’t work out. here’s what you need to know about returns, cancellations and refunds ★

queries should be sent to support@lumiary.shop or through the contact form on our website.

returns of every nature are accepted at Unit 173951, PO Box 7169, Poole, BH15 9EL.

change-of-mind returns

if you change your mind about an item, you have 14 days from the day you receive your order to let us know that you would like to return it.

once you have told us that you would like to make a return, you’ll have a further 14 days to send the item back to us.

for change-of-mind returns, you are responsible for the cost of return postage. We recommend using a tracked service and keeping your proof of postage until your refund has been completed.

items may be tried on as you would in a shop, but please take reasonable care of anything you intend to return. we may be able to make a deduction from your refund if an item has been handled beyond what is necessary to establish its nature, characteristics and fit, resulting in a loss of value.

faulty, damaged or incorrect items

if your item arrives faulty, damaged, not as described, or you receive the wrong item, please contact us as soon as possible and include photographs where appropriate so that we can help.

where goods are faulty or do not match what you ordered, you will not be expected to cover the reasonable cost of returning them to us.

nothing in this policy affects your statutory rights.

cancelling an order

changed your mind before your order arrives? please contact us as soon as possible at support@lumiary.shop or by using the contact form on our website.

if your order has not yet been dispatched, we will try to stop it before it begins its journey to you.

if your parcel has already been dispatched and cannot be stopped, you can still cancel your order. as the parcel is already in transit, it will need to be returned to us once it reaches you.

in these circumstances, we may withhold your refund until we either receive the returned goods or you provide evidence that they have been sent back to us, whichever happens first.

if you are cancelling simply because you have changed your mind, you will be responsible for the return postage costs.

delivery times

please allow up to 30 days for delivery. some orders may arrive sooner, and items within the same order may occasionally arrive in separate packages.

please keep this timeframe in mind when ordering for birthdays, holidays or other time-sensitive occasions.

if your order has not arrived within the applicable delivery timeframe, please contact us so that we can investigate and let you know the available next steps.

refunds

once your return has been received — or, where applicable, you have provided evidence that it has been sent back — we will process any refund due without undue delay and within 14 days.

eligible refunds will be returned to your original payment method. where the law requires us to refund your original standard delivery charge, this will also be included. additional delivery costs resulting from choosing a more expensive delivery option do not have to be refunded beyond the cost of our standard delivery option.

please remember that your bank or payment provider may take additional time to show the refund in your account after we have processed it.

need some help?

If there’s a problem with your order or you would like to arrange a return or cancellation, please contact us at support@lumiary.shop or by using the contact form on our website with your order number and details of your request.

we’ll be happy to help! ★