RETURN & EXCHANGE

Eligibility for Return & Exchange:

• You can return or exchange items within 30 days from the date of delivery (not purchase, to account for shipping time).
• The item must be unused, unworn, and unwashed, with all original tags, labels, and packaging intact (e.g., hygiene stickers on intimates or swimwear must remain unremoved).
• Customized or personalized items (e.g., monogrammed jackets, made-to-measure dresses) are non-returnable unless defective.
• Proof of purchase (order confirmation email or receipt) is required for all returns and exchanges.

How to Process a Return or Exchange:

1. Contact our customer service team at luminavenus@outlook.com within 30 days of receiving your order.
2. Include your order number, the item(s) you wish to return/exchange, and the reason (e.g., wrong size, color doesn’t match photos).
3. We will respond within 1-2 business days with a return authorization number (RA#) and detailed instructions on how to ship the item back.

Return Shipping:

• Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item sent, defective stitching, damaged fabric upon arrival). In such cases, we will provide a prepaid return label.
• We recommend using a trackable shipping service and keeping the tracking number, as we cannot be held responsible for lost or delayed returns.
• For high-value items (e.g., coats, designer pieces), we suggest purchasing shipping insurance to protect against loss or damage.

Refunds & Exchanges:

• Refunds: Once we receive the returned item and confirm it meets the eligibility criteria, we will process your refund within 3-5 business days. The refund will be issued to your original payment method, and you’ll receive a confirmation email once completed. Note that banks may take 5-7 additional business days to reflect the refund in your account.
• Exchanges: If you’re exchanging for a different size, color, or style, we’ll ship the new item once we receive and approve your return. Exchanges are subject to stock availability; if the item is out of stock, we’ll offer a full refund instead.