At LUME BASE LTD, we want you to love your women’s clothing and dress purchases as much as we do. If you’re not completely satisfied, we offer a straightforward refund and returns process for customers across Europe and North America, detailed below.
1. Eligibility & Timeframe for Returns
To qualify for a return or exchange:
- Items must be unused, unworn, and in their original condition (with all tags, packaging, and hygiene labels intact—this is especially important for dresses and intimate-style clothing).
- You must initiate the return within 30 days of receiving your order (we recommend keeping your delivery confirmation email for reference).
Exceptions: Custom-sized items, final-sale products (marked “Non-Returnable” on the product page), and items damaged due to improper use are not eligible for returns or refunds.
2. Step-by-Step Returns Process
Our process is designed to be simple for both European and North American customers:
Step 1: Initiate the Return
- Visit our website’s “Returns Portal” (linked in your order confirmation email or under “Customer Service”).
- Enter your order number (found on your invoice) and the email address used to place the order.
- Select the item(s) you want to return and choose your reason (e.g., “Size too small,” “Changed mind”).
- Submit the request—you’ll instantly receive a Return Merchandise Authorization (RMA) number and a pre-paid shipping label (for European customers) or a discounted shipping label (for North American customers) via email.
Step 2: Prepare & Ship the Package
- Attach the RMA number label to the outside of your package (do not cover the original shipping address completely).
- Pack the item(s) securely in the original packaging (if possible) to avoid damage during transit.
- For European customers: Drop off the package at your nearest Royal Mail location (pre-paid label covers standard shipping).
- For North American customers: Drop off the package at a DHL or USPS location (you’ll pay the discounted shipping cost at drop-off—keep the receipt for tracking).
Step 3: We Process Your Return
Once we receive and inspect your package:
- European Customers: We typically receive returns within 3-5 business days of shipment. Inspection and processing take 2-3 business days.
- North American Customers: Returns take 7-10 business days to reach our UK warehouse (due to international transit). Inspection and processing take 3-4 business days.
We will email you once the inspection is complete:
- If approved: Your refund or exchange will be processed immediately.
- If rejected: We will explain the reason (e.g., item damaged) and ship the item back to you at no extra cost.
3. Refund Details by Region
Refunds are issued to the original payment method (e.g., credit card, PayPal) and include the full item price—but not the original shipping cost (unless the return is due to our error, such as sending the wrong size or a defective item).
| Region | Time to Receive Refund (After Approval) | Notes |
| Europe | 3-5 business days | Processed via Royal Mail and your bank—some European banks may take an extra 1-2 days to reflect the refund. |
| North America | 5-7 business days | International bank processing may cause slight delays—PayPal refunds are usually faster (2-3 days). |
Exchange Note: For European customers, exchanges (e.g., size swap) are shipped for free and arrive within 2-3 business days. North American customers will receive a shipping confirmation email with tracking once the exchanged item is dispatched, and delivery takes 5-7 business days.
4. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item (e.g., wrong style/color):
- Contact our UK-based customer support team within 48 hours of delivery.
- Provide photos of the item and the packaging (to document damage/error).
- We will send a free replacement (shipped via express delivery) or issue a full refund (including original shipping cost)—your choice.
By placing an order with LUME BASE LTD, you agree to this Refund and Returns Policy. If you have questions, our support team is available Monday-Friday (9:00 AM-5:00 PM GMT) to assist.
