Return Policy
Returns & Exchanges
We want you to love your LUMI purchase. If something isn’t right — wrong size, colour, or just not what you expected — you can return it for a store credit (shipping not included).
We don’t offer refunds.
Orders can’t be cancelled once placed, but you’re welcome to return your item for store credit under our Returns Policy.
Sale items are final, so please choose carefully.
Return Conditions
To be eligible for a return, your item must:
- Be unused, unworn, and in brand-new, saleable condition
- Have all original packaging and tags attached
- Be returned within 14 days of delivery
To start a return, email us at shop@lumibasics.co.nz with your order number and reason for returning.
We recommend using tracked shipping. We’re not responsible for returns lost in transit. Items not returned in their original condition will be sent back to you. We reserve the right to decline returns that aren’t in new condition.
Duties & Import Costs (International Orders)
All international orders are shipped on a DDU (Delivered Duties Unpaid) basis. This means import duties, taxes, and border charges may apply depending on your country and the value of your order.
These costs are the responsibility of the receiver and may need to be paid before your package is released.
If you refuse these charges, the shipment will be abandoned and not refunded.
Important Information
- We can’t change your shipping address after your parcel has been collected by the courier.
- We’re not responsible for courier delays (e.g., weather, customs).
- If your parcel can’t be delivered due to unpaid import fees, incorrect address, failed delivery attempts, or any similar issue, it will be abandoned and no refund will be issued.
- If a parcel needs redirection for any reason, additional shipping costs will be charged to the receiver.
Faulty Items
We carefully check all garments before shipping. If you believe your item is faulty, please contact us within 5 business days of receiving it so we can help.
Exchanges
If you’d like a different colour/size/item, please place a new order, as we can’t guarantee availability by the time your return arrives.
Store credit is issued as an e-gift card, valid for 1 year. Postage is not included.
