Delivery & Returns

SHIPPING AND DELIVERY TIMES

We aim to ship usually within 4-8 working days. 

The products are delivered from Monday to Friday during office hours. Dispatches and deliveries are not made on Saturdays, Sundays or national holidays.

Always choose an address where someone is available to collect the package. If you prefer to receive your order at the office or at a reception, please also indicate the name of the contact person.

Once the items are shipped, you will receive an email with a Tracking Number, if that is not available for some reason, you can always contact Customer.Service@by-luma.com for any queries 

RETURNS AND REFUNDS

 You have 14 days from when your order was delivered to request a return, whatever the reason.

The product must be returned in exactly the same condition in which you received it: unworn, unwashed, not modified in any way.

At the moment you cannot request changes to the size or colour of the item instead of returning it. If you need to change the size or colour, you can return the products for free and make a new purchase.

RETURN PROCEDURE

You have 14 days after receiving the order to request a return and an additional 14 days to return the products.

You will need to contact our Customer Services Department at: Customer.Service@by-luma.com to let them know and send the items returned to Casa Luzmila, Calle Aragó 143 (3-1) 08015 Barcelona, Spain.

Be sure:

  • To protect the products by choosing a box of an appropriate size
  • That no more than 14 days have passed since you requested to return the item.

As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. If successful, we will send you an email to confirm your return and refund. After a few days, you will be able to check if you have been credited with the refund.  

FAULTY ITEMS

 In the case of any kind of defects, you can return the item easily. After we have received your returned item and have checked the damage, we will forward the refund request.

As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. Please note that we cannot accept articles that are not in the same condition in which you received them. We will update you regularly by email until we confirm the refund.

 If successful, we will send you an email to confirm your return and refund. After a few days, you will be able to check if you have been credited with the refund.

You can read the detailed terms and conditions here.