How do I return an item?
You have 14 days from receiving your goods to decide if you wish to keep them. If during that time you change your mind and would like to return it you will be required to email firstname.lastname@example.org detailing the reason for your return. Once the return has been authorised you will be provided with a Returns ID and you will be required to return the item(s) to us at your own cost. Please make sure you have your proof of purchase as this will be required to complete your return.
In order to qualify for a refund on any items that are not faulty we ask that all items be returned unused and in a good re-sellable condition, including the original packaging, fixings and documentation.
Once the item(s) has arrived back with us and has gone through our quality checks we will issue your refund within 7 working days from the time the item(s) were received by us. Please note that refunds will be issued back to the original payment method within 2-5 working days.
To enable us to process your return please follow these simple steps:
- Email email@example.com confirming your order number and detailing the reason for your return. You will then receive an email confirming your Returns ID.
- Download and complete our Returns Form
- Attach the form as detailed before returning your item
Faulty or Damaged Items
Much like other companies who ship items by courier, we occasionally experience breakages or damages which is why It is very important for you to check your goods upon arrival. We recognise items can sometimes arrive damaged which is why we ask you to check your item(s) within 30 days of receiving it and email firstname.lastname@example.org. Lumily reserve the right to refuse late notifications of damage.
Please take a clear photograph of the fault/damage and include this when raising your return as without this information we may not be able to approve your return. Once you have completed our returns form we will arrange for a replacement item to be sent to you as soon as possible and will contact you using the details provided to confirm what has been arranged.
Alternatively, you can call us on 01977 337275 to inform us of your damaged item(s), and we will then guide you through our returns process.
Please be assured that we will always replace/refund goods that have been damaged during transport if reported to us within 30 days with the relevant evidence.