Refund policy
We want you to love what you ordered. If something isn't right, we're here to make it easy.
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How to Start a Return
- Step 1 — Visit our return portal and submit your request within your return window
- Step 2 — Once approved, pack your items and ship them back using a trackable courier of your choice
- Step 3 — Enter your tracking number in the portal to confirm your return
- Step 4 — Receive your refund within 5 business days of us receiving your return
- Please note:
- Return window: 14 days from delivery for international orders / 7 days for local orders
- Do not send items back without submitting a request first — unrequested returns will not be accepted
- Returns without a tracking number entered in the portal will be automatically cancelled
- Return window: 14 days from delivery for international orders / 7 days for local orders
- Step 1 — Visit our return portal and submit your request within your return window
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Can I Return My Item?
- Eligible for return:
- ✓ Unworn and unwashed, with original tags attached
- ✓ All original packaging and accessories included
- ✓ Submitted within the return window
- ✓ Footwear: packed in original shoe box, sealed in outer packaging
- ✓ Matching sets: both pieces returned together
- ✓ Unworn and unwashed, with original tags attached
- Not eligible for return:
- ✕ Underwear, sleepwear, socks, swimwear, items with built-in bra functionality
- ✕ Earrings, necklaces, rings, bracelets, and other personal accessories
- ✕ Items marked Final Sale
- ✕ Orders paid entirely with store credit
- ✕ Items showing signs of wear, washing, staining, or alteration
- ✕ Items missing tags, dust bags, accessories, or original packaging
- ✕ Underwear, sleepwear, socks, swimwear, items with built-in bra functionality
- Eligible for return:
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Shipping & Fees
- International Customers:
- Return Shipping: Customer's responsibility
- Original Outbound Shipping Fee: Deducted from refund (based on amount paid at checkout)
- Restocking Fee: USD $4 (waived for defective items)
- Return Shipping: Customer's responsibility
- Local Customers:
- Return Shipping: Customer's responsibility
- Original Outbound Shipping Fee: Not deducted
- Restocking Fee: None
- Return Shipping: Customer's responsibility
- If a partial return brings your order below a free shipping or discount threshold, the difference will be deducted from your refund
- International Customers:
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Refunds
- Refunds are processed within 5 business days of us receiving and inspecting your return
- Refunds go back to your original credit card — or choose LUMi EASE store credit instead (no expiry, usable on any future order)
- Credit card refunds typically take a further 7–14 business days to appear depending on your bank
- Refunds are processed within 5 business days of us receiving and inspecting your return
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Common Questions
- Can I exchange for a different size or color?
- We don't offer direct exchanges. Return your item and place a new order — check stock availability first to avoid disappointment
- We don't offer direct exchanges. Return your item and place a new order — check stock availability first to avoid disappointment
- What if I received a free gift with my order?
- If your return brings the order total below the gift threshold, the gift must be returned too. If not returned, its full retail price will be deducted from your refund
- If your return brings the order total below the gift threshold, the gift must be returned too. If not returned, its full retail price will be deducted from your refund
- What if my item arrived damaged or defective?
- Contact us within your return window with your order number, photos of the defect from multiple angles, and a brief description. We'll review within 1–2 business days and offer a refund, replacement, or partial refund depending on the situation
- Contact us within your return window with your order number, photos of the defect from multiple angles, and a brief description. We'll review within 1–2 business days and offer a refund, replacement, or partial refund depending on the situation
- What counts as a defect?
- Clear manufacturing faults, shipping damage, or items significantly different from the product description. The following are normal manufacturing characteristics and are not classified as defects: loose threads, minor unfinished seams, garment creases, residual glue, dye or material odor on new items, denim color variation between washing batches
- Clear manufacturing faults, shipping damage, or items significantly different from the product description. The following are normal manufacturing characteristics and are not classified as defects: loose threads, minor unfinished seams, garment creases, residual glue, dye or material odor on new items, denim color variation between washing batches
- What about leather goods?
- Genuine leather products may vary in surface condition, color tone, and texture due to seasonal factors, dyes, and materials. Grain patterns, vintage effects, pressure marks, material odor, small spots or scratches within 3cm, minor loose threads, and new zipper stiffness are within international inspection standards and are not classified as defects
- Genuine leather products may vary in surface condition, color tone, and texture due to seasonal factors, dyes, and materials. Grain patterns, vintage effects, pressure marks, material odor, small spots or scratches within 3cm, minor loose threads, and new zipper stiffness are within international inspection standards and are not classified as defects
- What about footwear?
- Manufacturing processes may result in small spots, pressure marks, scuffs, residual glue, or excess adhesive (approximately 2–3cm or smaller). Sole color and shape may vary between production batches — customers with high sensitivity to these details should take note before purchasing
- Manufacturing processes may result in small spots, pressure marks, scuffs, residual glue, or excess adhesive (approximately 2–3cm or smaller). Sole color and shape may vary between production batches — customers with high sensitivity to these details should take note before purchasing
- What about silver jewelry?
- Please confirm sizing before purchase. Measurement variations of 0.5–1cm are within normal range
- Please confirm sizing before purchase. Measurement variations of 0.5–1cm are within normal range
- My item shrank / changed color after washing — can I return it?
- Damage from improper washing or care is not eligible for return. Please follow the care instructions provided with your item
- Damage from improper washing or care is not eligible for return. Please follow the care instructions provided with your item
- Can I exchange for a different size or color?
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Quality Standards
- Measurements are taken by hand; a tolerance of ±2cm is normal
- Screen color differences are not considered defects
- All LUMi EASE products are quality-inspected to AQL 2.5 international standards
- Measurements are taken by hand; a tolerance of ±2cm is normal
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Customer Service Contact
- Customer Service Email: shop@lumi-ease.com
- Service Hours: Monday to Friday, 10:00–18:00 (GMT+8, excluding national holidays)
- Response Time: Within 1 to 2 business days
- Return Portal: Click here to access the return portal
- For sizing questions, please contact us for assistance
- Customer Service Email: shop@lumi-ease.com
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Service Limitation Clause
- To keep things fair for all customers, accounts with 3 or more non-defective returns within any 2-month period, repeated unprovoked cancellations, or non-compliance with our return process may be subject to a 1-year trading restriction or account suspension
- If your total returns exceed 70% of your total spending with us, we reserve the right to contact you, suspend free return eligibility, or restrict further transactions
- To keep things fair for all customers, accounts with 3 or more non-defective returns within any 2-month period, repeated unprovoked cancellations, or non-compliance with our return process may be subject to a 1-year trading restriction or account suspension