Refund policy

This Policy was last reviewed and updated on 29th August 2025.

RETURN & REFUNDS

Please inspect your order upon receipt and contact us immediately at hi.lumenaura@gmail.com if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. To ensure faster processing, please include a photo of the defective/damaged item so that we can assess your return.

We are not required to provide a refund or replacement if you change your mind.

You may choose a refund or replacement if a product has a major problem. This is when the product:

  • has a problem that would have stopped someone from buying the product if they had known about it
  • is unsafe
  • is significantly different from the sample or description
  • doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

We do not cover general wear and tear.
We also do not cover and are not liable for any injury caused by or from our products.

Refunds
We will notify you once we’ve received and assessed your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hi.lumenaura@gmail.com.

EXCHANGES

We want you to be completely happy with your purchase. If you're not, you may return eligible items for store credit within 14 days of delivery. 

Exchanges for Store Credit

You can exchange your item for store credit within 14 days of receiving your order. To be eligible, the item must be returned to us in its original condition: unused, unworn, unwashed, and with all original tags and packaging intact. We reserve the right to refuse an exchange if the item does not meet these conditions.

Items Excluded from Exchanges

For hygiene and safety reasons, all earrings and pierced jewellery are considered final sale and cannot be returned or exchanged.

How to Return an Item

  1. Contact Us: To initiate a return, please email us at hi.lumenaura@gmail.com with your order number and the item you wish to return.

  2. Ship It Back: Customers are responsible for all return shipping costs. We strongly recommend using a trackable shipping service and holding onto your proof of postage, as we are not responsible for lost or damaged returns.

  3. Receive Your Store Credit: Once we have received and inspected your returned item, we will process your store credit within 5-7 business days. You will receive an email with your unique store credit code, which you can use on a future purchase. Note: Your store credit will be valid for a period of 12 months from the date of issue.