Return & Exchange Policy

We want you to keep a Luméora piece because you love it, not because you are stuck with it. This policy explains exactly when a return or exchange is possible.

The 14-day window You may request a return or exchange within 14 days of receiving your order, provided the piece is unworn, unwashed and unaltered, with all tags, sealed accessories and original packaging intact.

Eligible for return or exchange - Wrong item, wrong size or wrong colour delivered. - Manufacturing defect: broken stitching, missing embroidery, faulty zip, hook or button. - Item damaged in transit — report within 48 hours with photographs. - Size exchange on stitched items, subject to stock availability.

Not eligible - Pieces that have been worn, washed, ironed, dry-cleaned, altered or tailored. - Custom-stitched or made-to-measure orders. - Innerwear, jewellery with hygiene seals broken, and cosmetic accessories. - Clearance and final-sale items marked "no return". - Minor colour variation caused by screen calibration or photographic lighting.

How to request - Message us on WhatsApp or call +880 1355-976000 within 14 days with your order number. - Send clear photos of the piece, the tag and the invoice. - Our team confirms eligibility, usually within 24 hours, and shares a return reference. - Pack the piece with the invoice and hand it to the courier we arrange, or drop it at any Luméora outlet.

Return shipping cost - Our mistake (wrong item, defect, transit damage): we cover return and re-delivery charges. - Change of mind or size exchange: the customer pays the return courier charge and re-delivery charge.

Refunds - Once the piece reaches us and passes inspection, refunds are approved within 3 working days. - Refunds go back to the original payment method: bKash, Nagad or Rocket within 3–5 working days; card or bank within 7–10 working days. - Delivery charges are refunded only when the fault was ours. - Store credit is available instantly on request, and never expires.

Exchanges Exchanges depend on live stock. If your size is unavailable, we offer store credit or a full refund. Only one exchange per order line.

Outlet returns You can return an online order at any of our twelve outlets during opening hours. Bring the invoice and the original packaging.

Questions Email returns@lumeora.com.bd or call +880 1355-976000, 10:00 AM – 8:00 PM.