Refund policy

At Trylumoirastore, we want every purchase to live up to your expectations. That said, we know there are times when an item just isn't quite right. That's why we've built a refund policy that keeps things simple and puts your satisfaction first.

Refunds

You may return a product within 30 days of receiving your order, no reason required. This 30-day window begins the day after you receive the item. Once we've received and inspected the returned goods, we'll issue your refund to your original payment method as quickly as possible, and no later than 10 days after approval.

Conditions for returns:

The product must be unused and in its original condition.
The original packaging must be undamaged and intact.
For clothing items, tags must still be attached.
Free or promotional items are not eligible for a cash refund. If your return meets the conditions above and is approved, you'll receive store credit instead.

Return process:

To start a return, email us at support@trylumoirastore.co including your order details and the item you'd like to send back.
Once your return is approved, we'll send you instructions on how and where to ship your package.
Customers are responsible for covering return shipping costs and must arrange their own return shipping label.
Pack the item securely along with the return label.
Send the package to the return address provided in the instructions.

Exceptions:

Custom-made or personalized products cannot be returned, unless there's a defect or error on our part.

Defective or damaged products:

If your item arrives defective or damaged, contact us right away at support@trylumoirastore.co and include photos of the product. We'll promptly send you a free replacement. Please note that damage to the outer box alone doesn't count, as this is outside our control.

Refund process:

Once the closed item has been received and inspected, the full amount will be refunded to your original payment method within 30 days.

Within 30 days, you also have the option to exchange your item for another of equal value or for the same item again.

Tracking shipments in transit

Our products ship from Asia, so transit times may be longer than usual and are outside our control. Once an order is already on its way to you, it can no longer be cancelled. Please wait until you receive the goods, then send them back to us. Of course, you're welcome to let us know in advance if you plan to cancel.

To help us process your return as quickly as possible, please send us a shipping confirmation.

Return shipping costs:

As stated in our terms and on our website, Trylumoirastore does not offer free returns. This means return shipping costs are the customer's responsibility. Our operations are based in Hong Kong, and orders are shipped to customers from Asia. If a product needs to be returned, the customer is responsible for sending it back to our central warehouse in Asia.

By purchasing a product, you agree to these terms.

Contact details:

If you have any questions about our refund policy, please reach out to us at support@trylumoirastore.co .

This refund policy takes effect as of May 25, 2024, and was last updated on February 3, 2024.