Refund policy

EXCHANGES / RETURNS

 Change of mind 

We do not accept change of mind returns.

Product arrives damaged or broken

If your items arrive damaged or broken, we will happily send the damaged products again. Please, follow these steps:

- Contact us at hello@lumestudio.com.au within 72 HOURS of receiving your product. 

- Subject line should read [DAMAGED/ BROKEN #(order number)].

- Provide a detailed description of the issue as well as photographic evidence of the product(s) AND the packaging.

- We will review your claim and notify you of the outcome.

 

Please note : We will not process your request if you contact us after 72h from confirmed delivery. 

Scent is not to your liking

If you receive your product and the scent is not to your liking, you can request an exchange for store credit. Please follow these steps :

- Contact us at hello@lumestudio.com.au within 14 DAYS of receiving your product (s).

- Subject line should read [REQUEST EXCHANGE #(order number)].

- Tell us you’d like to return your product in exchange for store credit.

- Wait for us to review your request.

Please note, for us to be able to accommodate your request:

- Products must be in resalable condition. In original packaging, unused, free of damage. It is the responsibility of the customer to ensure products are repackaged safely and appropriately.
- Return shipping costs are the responsibility of the customer.

- The score credit you will receive after approval will be for the value of the product ONLY. Meaning, original shipping costs will not be refunded in the form of store credit. 
- Store credit is valid for 12 months after it has been issued.

- Exchanges for score credits are only available for full price items. Not available for sale or discounted items.