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.
Import duties and customs charges are covered by us, so there are no unexpected import fees upon delivery.
30-Day Returns
A little more peace of mind.
Eligible pieces may be returned within 30 days of delivery when unworn, unused, undamaged, and returned with their original packaging.
Damaged, defective, or incorrect items are supported by us. For change-of-mind or size-related returns, return shipping may apply. 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
Eligible condition.
Returned pieces should be unused, unworn, undamaged, and returned in their original condition with original packaging where applicable.
02
Return shipping.
Unless an item arrives damaged, defective, or incorrect, return shipping costs are generally the customer’s responsibility. Please contact us before sending a return.
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.
04
Refund timing.
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.
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.