Refund policy

We accept returns within 30 days of delivery. To be eligible, your item must be unused, unopened, and in its original packaging with all seals and cellophane intact.

For hygiene and safety reasons, we cannot accept returns of opened or used fragrances, cosmetics, or skincare products unless the item arrived damaged or defective.

How to start a return

Email us at support@lumora.com with your order number and the reason for your return. Our team will respond within 1 business day with return instructions and the return shipping address. Items sent back without first requesting a return will not be accepted.

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. We recommend using a tracked shipping service, as we cannot issue refunds for returns lost in transit.

Damaged, defective, or incorrect items

Please inspect your order upon delivery. If your item arrived damaged, defective, or if you received the wrong item, contact us within 48 hours of delivery with photos of the product and packaging. We will send a replacement or issue a full refund — including shipping — at no cost to you.

Refunds

Once we receive and inspect your return, we will notify you of the approval status. Approved refunds are issued to your original payment method within 5–10 business days. Please note your bank or card provider may need additional time to post the refund.

Original shipping charges are non-refundable, except in cases of damaged, defective, or incorrect items.

Exchanges

The fastest way to get a different item is to return the original item and place a new order once your return is accepted.

Authenticity guarantee

Every product we sell is 100% authentic. If you ever have concerns about the authenticity of an item you received, contact us at support@lumora.com — we will investigate and, if we cannot resolve your concern, refund you in full.