At Lumia London, we value your trust and want every shopping experience to be smooth, transparent, and worry-free. Please read this policy carefully before requesting a return, exchange, or refund.

1) Return Eligibility

  • Unused & sealed items: Products may be returned within 14 days of purchase if they are unopened, unused, and in their original packaging.

  • Damaged, incorrect, or missing items: If your order arrives damaged, broken, or incomplete, you must contact us within 24 hours of delivery. Claims made after this period will not be accepted.

  • Change of mind: Returns or exchanges due to a change of mind are not allowed.

  • Return shipping costs: Customers are responsible for return shipping, which must be sent through a trackable courier service.

  • Sale items: Products purchased during Flash Sales or special discounts may not be eligible for refunds.

Tip: Please keep the box, invoice, and product sealed until you confirm everything is correct.

2) Mandatory Unboxing Video (24-Hour Claim Window)

To process claims for damaged, incorrect, or missing items, you must provide a continuous, uncut unboxing video showing:

  1. The sealed parcel from all sides.

  2. The invoice and any Lumia London flyer inside the package.

  3. The full unboxing process in one go (no pauses or cuts).

  4. Clear proof of the product’s condition and quantity (e.g., pumps, lipstick bullet, consumables).

Verification:

  • Our team may also review warehouse dispatch records.

  • If the order was packed and shipped correctly, no refund or replacement will be issued.

  • If the mistake is on our side, we will arrange a refund or replacement immediately.

📩 For fastest support, send your video, order number, and details to hey@lumialondon.com or via WhatsApp.

3) Items Not Eligible for Return/Refund

  • Used or opened products

  • Gift cards

  • Electronics

  • Health & personal care items

  • Shipping fees, bank charges, or third-party processing fees

4) Refund & Exchange Process

  • Inspection: Once your returned item is received, it will be inspected within 24–48 hours.

  • Refund method: Refunds are issued to the original payment method (Bank Transfer or Credit/Debit Card).

  • If no valid issue is found:

    • The item will be shipped back to you, OR

    • Discarded after 6 months if you decline return shipping.

  • Exchanges: Allowed only for the same product if defective or damaged, subject to approval by our support team.

5) Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account or credit card statement.

  2. Contact your bank for processing timelines.

  3. If still unresolved, email us at hey@lumialondon.com.

6) Contact Us

For any questions regarding returns, refunds, or exchanges, reach us at:

⚠️ Important Note: Lumia London reserves the right to update this policy at any time. The most recent version published on our website applies to all orders.