At LUMA PARK, we want you to feel confident with every purchase. If your item does not work out, eligible items may be returned or exchanged within 14 days of delivery according to the guidelines below.
Return & Exchange Request
To request a return or exchange, please contact our Customer Care team by email within 14 days of receiving your order.
Please include:
- Your order number
- The item(s) you would like to return or exchange
- The reason for your request
- Photos of the item if applicable
Please do not send any items back before receiving approval from our team. Unauthorized returns may not be accepted.
Once your request has been reviewed and approved, we will provide return instructions.
Return Eligibility
To be eligible for a return or exchange, items must meet all of the following requirements:
- Returned within 14 days of delivery
- Unworn and unused
- Unwashed and free from any signs of wear
- Free from stains, odors, makeup, perfume, or damage
- Original tags must still be attached and unremoved
- Returned in the original condition and packaging when applicable
Items that have been worn, washed, altered, damaged, or returned without original tags will not be accepted.
LUMA PARK reserves the right to refuse any return that does not meet these requirements.
Return Shipping
Customers are responsible for return shipping costs unless the item received was:
- Damaged upon arrival
- Defective
- Incorrect due to an error by LUMA PARK
We recommend using a trackable shipping method for all returns. LUMA PARK is not responsible for packages lost or damaged during return transit.
Original shipping fees are non-refundable unless the return is due to an error on our part.
Made-to-Order Items
Some LUMA PARK pieces are produced specifically after an order is placed through our overseas production partners.
These Made-to-Order items are eligible for return or exchange only if they meet our return requirements.
Approved returns for Made-to-Order items are subject to a 25% restocking fee, which will be deducted from the refund amount.
This fee covers production preparation, processing, and inventory handling costs associated with creating items specifically for customer orders.
The Made-to-Order status and estimated delivery timeframe will be clearly indicated on the product page before purchase.
Exchanges
Eligible items may be exchanged within 15 days of delivery, subject to product availability.
For in-stock items, exchanges will be processed once the original item has been received and inspected.
For Made-to-Order items, replacement items may require new production. After your exchange request has been approved and the original item has been received, please allow approximately 30–40 days for production and delivery of the replacement item.
Refunds
Once your returned item is received, our team will inspect the merchandise to confirm it meets our return requirements.
Approved refunds will be issued to your original payment method within 7 business days after the inspection and approval process is completed.
Please note that your bank or credit card provider may require additional processing time before the refund appears in your account.
Any applicable restocking fees will be deducted from the final refund amount.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact our Customer Care team within 7 days of delivery with your order number and photos of the issue.
After review and approval, LUMA PARK will provide an appropriate solution, such as a replacement, exchange, or refund.
Approved damaged, defective, or incorrect items are not subject to the standard return shipping requirement or restocking fee.
Final Sale Items
Items marked as Final Sale at the time of purchase are not eligible for return or exchange unless the item arrives damaged, defective, or incorrect.
Customer Care
For all return and exchange requests, please contact:
Our team will respond as soon as possible and guide you through the process.