We have a return policy of 14 days, which means that you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags and in the original packaging. You will also need the receipt or proof of purchase.
To request a return, you can contact us at info@luminora.nl
If your return is accepted, we will send you instructions on how and where to send the package. Items sent back to us without first requesting a return will not be accepted.
Note:
Returns are only processed after prior registration and approval by our customer service.
After approval, you will receive the correct return address and further instructions. The return address may differ from the shipping address listed on your package.
Returns sent without registration, without approval, or to an incorrect address cannot be processed. Any costs or delays resulting from this are the sender's responsibility.
The return shipment is at the customer's own responsibility and risk. Keep the shipping proof with track & trace until the return shipment has been received and processed by us. Unfortunately, we cannot take responsibility for lost return shipments without shipping proof.
In the case of an exchange, the original reflection period remains in effect. This means that no new 14-day reflection period starts upon receipt of a replacement product.
Additionally, the following applies:
- The first return or exchange per order is free of charge (excluding any return shipping costs).
- For multiple returns or exchanges within the same order, we reserve the right to charge €5 processing fees for each additional request.
These costs will be deducted from the amount to be refunded or the new shipment.
You can always contact us for any return questions at info@luminora.nl
Damage and Issues
Check your order upon receipt and contact us immediately if the item is defective or damaged, or if you received the wrong item, so we can assess and resolve the issue.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), customized products (like special orders or personalized items), and personal care products (like beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.
Gift cards and digital products are excluded from the right of withdrawal.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Discount Promotions:
When you return an item that was part of a discount promotion, such as our '1 + 1 free', '2 + 2 free' or '2 + 1 free' offer, the discount will be voided on the remaining items. This means that in the refund, only the difference between the total amount you paid and the value of the returned items will be refunded.
Cancellation Policy:
Order Processing
To ensure fast delivery times, it is no longer possible to change or cancel your order after placing it. Once your order is placed, it is processed immediately.
Return Policy:
What are my refund options?
Gift Card + €5 extra
Choose a gift card and receive the full purchase amount, plus a €5 bonus. This is the fastest option: as soon as your return is received and checked, you will receive the gift card directly via email.
The gift card will be available in your inbox immediately after processing and can be used for any future order.
Refund via original payment method
Would you prefer to have the amount refunded via your original payment method? That is possible! Once your return is processed, you will receive a confirmation via email. Please note that it may take up to 10 working days for the amount to be visible in your account.
Important:
Any gifts received with the order must also be returned. If these are not included, the original sale price of the gift will be deducted from the amount to be refunded.
Return Costs
The costs for returning are the responsibility of the customer, unless it is due to an error on our part (for example, in the case of a wrong or damaged item).
Unaccepted or Uncollected Orders
When an order is refused upon delivery or not picked up at a parcel point and is automatically returned to us, we consider this a return shipment. In that case, we will deduct €4.99 return costs from the amount to be refunded.
Incorrect Packaging on Return
When a product is not returned in the original packaging (the correct bag with barcode and all received jewelry boxes), we will charge €4.99 re-packaging costs per incorrect or missing item. This amount will be automatically deducted from the amount to be refunded.
European Union 14-Day Reflection Period
Notwithstanding the above, if the item is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days – for any reason and without justification. As mentioned above, the item must be in the same condition as when you received it: unworn or unused, with tags and in the original packaging. You will also need the receipt or proof of purchase.
You can exercise your right of withdrawal by emailing us within 14 days of receiving your order at info@luminora.nl — no special form is required.
Refunds
We will let you know whether the refund has been approved or not. If approved, you will automatically receive the amount back via your original payment method within 10 working days. Please note that it may take some time for your bank or credit card company to process and display the refund.
If more than 15 working days have passed since we approved your return, please contact us at info@luminora.nl.
