Returns & Exchanges
A return process with clarity and care.
Below you’ll find information on returns, exchanges, and support for damaged items. Please review the policy carefully before requesting a return.
Return Window
Request within 14 days
Returns may be requested within 14 days of delivery, provided the item is unused, in its original condition, and returned with any original packaging when applicable.
Exchanges
Subject to availability
Exchanges may be offered when stock and product availability allow. If an exchange is not possible, we may recommend a return request instead.
Damaged Items
Contact us promptly
If your order arrives damaged or there is an issue with the item, please contact us within 48 hours of delivery so we can review and assist.
Returns Policy
A few important details before requesting.
To help keep the process smooth and fair, please review the points below before contacting us.
Eligible Condition
Returned items should be unused, in original condition, and sent back with any original packaging if applicable. Items that show signs of wear, damage, or alteration may not be accepted.
Return Shipping
Unless an item is incorrect or damaged, return shipping costs are typically the responsibility of the customer. Please contact us before sending anything back.
Non-Returnable Situations
Certain items may not be eligible for return, including items that have been worn, damaged after delivery, or otherwise no longer in resalable condition.
Refund Timing
If a return is approved and received, refunds are typically processed back to the original payment method after the item has been reviewed. Processing times may vary by bank or provider.
Need More Help?
Questions about a return or exchange?
If you need help with a return request, exchange question, or damaged order, contact us at hello@softlumina.com or review our shipping information.