Refund policy

You can return an eligible item within 90 days of delivery. This policy explains what qualifies, what you need to do, and who pays for return shipping.

What can be returned

An item is eligible if it is unused, unwashed, free of odours, stains, pet hair and signs of wear, and returned in its original packaging with any tags still attached. Try items on carefully — an item that has clearly been worn cannot be accepted.

What cannot be returned

  • Items that have been worn, washed, altered, or damaged after delivery
  • Items returned without prior authorisation from our support team
  • Items returned after the 90-day window has closed

We do not currently sell final sale or non-returnable items. If that changes, the restriction will be stated clearly on the product page before you buy.

How to start a return

  1. Email support@lumethread.shop within 90 days of delivery. Include your order number, the item you want to return, and the reason.
  2. We reply within 1-2 business days with a return authorisation and the correct return address. Please do not ship anything back before you receive this — unauthorised returns cannot be matched to your order.
  3. Pack the item securely, include the return authorisation, and send it with a tracked service.
  4. Email us the tracking number so we can watch for the parcel.

Who pays for return shipping

Return shipping is paid by the customer. We recommend a tracked service, because we cannot process a return we never receive. Return shipping costs are not refundable.

The exception: if an item arrives damaged, defective, or is not what you ordered, we cover the cost of returning it. Email us photos within 14 days of delivery and we will send a prepaid return label or arrange a replacement.

Exchanges

We do not process direct exchanges. If you need a different size or style, return the original item under this policy and place a new order.

Cancelling before shipment

You can cancel an order within 1-2 hours of placing it, provided it has not entered fulfilment. Email support@lumethread.shop immediately with your order number. Once an order has been fulfilled it cannot be cancelled, and you would need to use the return process above.

This policy explains when a refund is issued, how much is refunded, and how long it takes. It applies to items returned under our Return Policy.

When a refund is issued

A refund is issued after we receive your returned item and confirm it meets the return conditions — unused, unwashed, undamaged, in original packaging with tags attached. Refunds are conditional on that inspection: an item returned outside these conditions is not refunded.

Inspection and timing

We inspect returns within 1-3 business days of arrival. If the item passes inspection, your refund is issued within 3-10 business days after inspection, back to the original payment method. Your bank or card issuer may need a further 3-5 business days to post the credit to your statement.

What is refunded

  • Item price: refunded in full for eligible returns.
  • Original shipping: shipping is free on all orders, so there is no shipping charge to refund.
  • Return shipping: not refunded, except where the item was damaged, defective, or incorrect.

Damaged, defective, or incorrect items

Email support@lumethread.shop within 14 days of delivery with your order number and clear photos of the item and packaging. We will send a replacement at no cost or issue a full refund, whichever you prefer, and we cover the return shipping.

If a return does not pass inspection

If a returned item shows signs of wear, washing, alteration, damage after delivery, or is missing its original packaging or tags, we cannot refund it. We will email you with photos explaining why and can return the item to you at your cost.

Refunds for undelivered orders

If tracking shows your order has not moved for 7 business days, or the parcel is confirmed lost by the carrier, email us. We will either reship the order or refund it in full — your choice. We do not require you to wait beyond the carrier's own investigation period.

Warranty

There is no separate warranty beyond this Refund Policy and the Return Policy above. Your statutory consumer rights are not affected.

Questions

Email support@lumethread.shop with your order number and we will explain exactly where your refund stands.