Return & Refund Policy
Returns & Refunds
We stand behind every piece we create. If something isn't right, we're here to make it right — clearly, fairly, and without the fine-print runaround.
Order Cancellation
If you need to cancel an order, please contact us at info@lumedeangel.com as soon as possible.
Before shipping label is generated: Your order may be cancelled and a full refund will be issued to the original payment method.
After shipping label is generated: Once a shipping label has been generated for your order, it can no longer be cancelled — even if tracking information has not yet been updated.
If your order has already been shipped, you may choose to refuse delivery when the package arrives, or receive the item and request a return. In these cases:
- Original shipping costs are non-refundable
- A 20% restocking fee will be deducted from the refund amount
- Return shipping costs remain the responsibility of the customer
Refunds will be processed after the item is returned and inspected.
Return Eligibility
We accept returns on eligible items within 14 days of delivery.
To qualify for a return:
- Items must be unused, unworn, and unaltered
- Items should be returned in their original packaging (if available)
- Items accompanied by a certificate must be returned together with the certificate — returns without the original certificate may be subject to a reduced refund or may not be accepted
- Your order number is required
Items that show signs of wear, damage, or tampering may not be accepted. Lume de Angel reserves the right to refuse returns that do not meet these conditions.
Items Not Eligible for Return
For quality, hygiene, and customization reasons, the following items are not eligible for return or refund:
Mystery Boxes and surprise value sets contain randomly selected contents and cannot be returned or exchanged. Bundled sets and multi-piece promotions must be returned as a complete set — partial returns on bundled items are not accepted. If you are unsure whether an item is eligible for return, please contact us before purchasing.
Exchanges
We are currently unable to offer direct exchanges due to the nature of international shipping.
If you would like a different size or style, please initiate a return and place a new order. Return shipping costs are the responsibility of the customer. We recommend placing your new order as soon as possible to ensure availability.
Standard shipping rates apply to the new order. Free shipping is available on orders over $89.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us as soon as possible at info@lumedeangel.com.
Please include photos of the product, the packaging, and the shipping label. After verification, we will arrange a replacement or full refund at no cost to you — no restocking fee applies.
Depending on the situation, we may request the item to be returned. If a return is required, we will cover the return shipping cost.
How to Request a Return
To ensure proper processing, all returns must be authorized before being shipped back. Please do not send returns directly to the sender address on the package.
Depending on your location, returns may be directed to one of our regional return centers. The return address will be provided when your return is authorized.
Returns sent without an approved RA number may be refused or delayed.
Refunds
If your return is approved:
- The item must be returned to our designated return address
- Return shipping costs are the responsibility of the customer
- A 20% restocking fee will be deducted from the refund amount
The restocking fee helps cover inspection, handling, and processing costs associated with returned items. This fee does not apply if the item arrives damaged, defective, or incorrect.
Once the returned item is received, inspected, and approved, the refund will be issued to the original payment method within 5–10 business days. Your bank or payment provider may require additional time to post the refund.
If you have not received your refund within 15 business days of our confirmation, please contact us.
Undeliverable or Refused Packages
If a package is returned to us due to an incorrect or incomplete address, failed delivery attempts, or refusal to accept the package:
- Original shipping costs are non-refundable
- A 20% restocking fee will be deducted to cover international processing and handling costs
- If reshipping is requested, a new shipping fee will apply
European Union Customers
Customers located in the European Union have the right to cancel or return their order within 14 days of delivery in accordance with EU consumer protection regulations. Our standard 14-day return policy meets this requirement, provided that all return conditions listed on this page are met.
Custom, personalized, made-to-order, pre-order, and other non-returnable items as listed above remain excluded under both EU regulations and our policy.
Fraud & Policy Abuse
Lume de Angel reserves the right to refuse returns that show signs of fraud, abuse, or manipulation of this policy.
Policy Updates
This Return & Refund Policy may be updated periodically to reflect changes in logistics or international shipping requirements. The version published on this page applies to all purchases.