Returns & Exchanges
A return process with
clarity and care.
Find clear information about returns, eligibility, return shipping, exchanges, and support for damaged or incorrect pieces.
A return process with
Processing
Carefully prepared.
Every SoftLumina piece is carefully prepared and quality checked before shipment. Orders are usually processed within 1–2 business days.
Tracked U.S. Delivery
From us to you, with clarity.
Most U.S. orders arrive within 5–7 business days after dispatch. Tracking information is sent by email once your order is on its way.
SoftLumina covers applicable import duties and import taxes for U.S. orders. You will not be required to pay additional import duties or import taxes when your order is delivered.
30-Day Returns & Exchanges
A little more peace of mind.
Return and exchange requests must be submitted within 30 days of delivery.
For normal discretionary returns, pieces must be unworn, unused, undamaged, and returned with their original packaging.
For normal discretionary returns, including change-of-mind or fit-related returns, return shipping is the customer’s responsibility. For confirmed damaged, defective, or incorrect items, SoftLumina handles reasonable return or replacement shipping.
Gift cards are non-refundable. View return details.
One-Year Repair Support
Care beyond delivery.
SoftLumina bracelets include 12 months of repair support from the delivery date. Eligible services may include restringing, reassembly, and basic structural repairs related to normal wear.
Contact hello@softlumina.com with your order number and clear photos so our team can review your request.
Returns Policy
Before you begin a return.
A few simple guidelines help us keep every return clear, fair, and as smooth as possible.
01
Request window and eligible condition.
Return and exchange requests must be submitted within 30 days of delivery.
To submit a request, email hello@softlumina.com with your order number and the reason for your request. Please contact us before sending an item back. After approval, we will provide return instructions and a reasonable period for sending your item back.
For normal discretionary returns, pieces should be unused, unworn, undamaged, and returned in their original condition with original packaging where applicable.
02
Return shipping and shipping damage.
For normal discretionary returns, including change-of-mind or fit-related returns, return shipping is the customer’s responsibility. For confirmed damaged, defective, or incorrect items, SoftLumina handles reasonable return or replacement shipping.
If your order arrives damaged, you are encouraged to contact SoftLumina at hello@softlumina.com within 48 hours of delivery and provide clear photos of the item and packaging. Please include your order number. The 48-hour period is only a recommendation for shipping-damage reporting and does not replace the 30-day return and exchange request window.
For defective or incorrect items, contact hello@softlumina.com with your order number and clear photos so we can review the issue and assist you.
03
Non-returnable situations.
Pieces that have been worn, altered, damaged after delivery, or are no longer in resalable condition may not be eligible for return.
Gift cards are non-refundable.
04
Refunds and exchanges.
Once an approved return is received and reviewed, the refund is issued to the original payment method. Your bank or payment provider may require additional processing time.
Promotional, discounted, and add-on items are refunded only for the amount actually paid.
If an item requested for exchange is out of stock, the exchange may be resolved with an eligible alternative or a refund.
Return Support
Need help with
your return?
If you have a question about a return, exchange, damaged item, or an existing request, contact us at hello@softlumina.com. We’ll be happy to review it with you.