RETURNS PROCESS
If you need to return an item to Luminous London please do so within fourteen (14) days following delivery of your goods. The return conditions detailed below must be met for a refund on the garment.
Before sending the garments to us please inform us via email that you wish to return your goods.
Please send the garments to the following address then we can get it sorted for you:
Luminous Ldn Ltd.
PO Box 76056
London
SW2 9NY
United Kingdom
Include a note with your full name, address and whether you would like a refund or exchange and we will take care of the rest. Please ensure that the tags are all still on the garment.
We recommend you use a tracked delivery service.
RETURN CONDITIONS
Whilst you are deciding whether to keep your purchases, you do have a legal duty to take reasonable care of the items. All products must be returned in a re-saleable condition. This means the product and its packaging, labels and tags are undamaged and unused. We will not accept worn, damaged, altered or used goods. We reserve the right to reduce the amount of monies refunded (up to the value of the contract price) where the value of the goods are diminished from your handling of the goods which goes beyond what is necessary to establish the nature, characteristics and functioning of the goods. We shall evaluate the condition of the product by considering if your handling goes beyond that which might reasonably be allowed in a shop and the general wear of the product. If we have to contact you or give you notice in writing, we will do so by email or by post to the address you provide to us when ordering the products.
Your Rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Your statutory rights are not affected.
REFUNDS
Any refund made will be made on the credit card or debit card used at the time of ordering the products or by paypal. Refunds will usually be processed within five (5) working days of products being received back. If the product is faulty or not as described, your legal rights are not affected by the above returns policy. Please say if you consider the products are faulty or not as described.
DELIVERY
We will aim to deliver your order by the estimated delivery date set out on the website, unless there is an Event Outside Our Control. If we’re unable to meet the estimated delivery date, then we will inform you of a revised estimated delivery date. You will have the right to cancel your order and to be refunded if you are not happy with the revised estimated delivery date. Delivery will be completed when we attempt to deliver the products to you or a person identified by you to the address you gave to us or other address or location which is agreed between you and our courier. The products will be your responsibility from the completion of delivery being attempted. You will own the products when we have received payment in full for the products, including any delivery charges.
Delivery is available globally and after 3 business days processing we will allow:
UK - 3-5 business days
Europe - 5-9 business days
Global - 10-14 business days
We offer free delivery in the UK on orders over £40. Discount will be applied automatically at checkout.