At Lumoraah, every piece is handmade with care, and we want you to truly love what you receive. Please read our policy below before placing an order.
Change of Mind
We do not offer refunds or exchanges for change of mind. Please choose carefully and reach out before ordering if you'd like more details, photos, or measurements — we're always happy to help.
Your Rights Under Australian Consumer Law
Nothing in this policy excludes your rights under the Australian Consumer Law. If your item is faulty, significantly different from its description, or doesn't do what it's reasonably expected to do, you're entitled to a refund, replacement, or repair.
Faulty Items
If your piece arrives faulty, or develops a fault under normal wear within a reasonable time, please contact us at support@lumoraah.com within 14 days with:
• Your order number
• A clear photo or short video of the issue
• A brief description of what happened
We'll review your request and respond within 2 business days. Where a fault is confirmed, we'll arrange a replacement, repair, or refund — whichever is appropriate. Please note that natural stones may have small variations in colour, shape, and pattern; these are part of each piece's character and aren't considered faults.
Wrong Item Received
If you receive an item different from what you ordered, please contact us within 14 days of delivery. The item must be unworn, unused, and in its original packaging. Once approved, we'll cover the return shipping and send you instructions on how to return it. After we receive and inspect the return, we'll send your correct piece or issue a full refund.
Damaged or Lost in Transit
If your parcel arrives damaged, please email us within 48 hours of delivery with photos of the packaging and item. We'll arrange a replacement or refund.
If your parcel hasn't arrived within the expected delivery window, please contact us at support@lumoraah.com. We'll open an investigation with the carrier. If the parcel is confirmed lost, we'll arrange a replacement or full refund.
How to Make a Return Request
1. Email support@lumoraah.com with your order number and a description of the issue.
2. Include photos or a short video.
3. We'll review and respond within 2 business days with next steps.
Items sent back to us without first requesting a return cannot be accepted.
Refund Processing
Once approved, refunds are issued to your original payment method. Please allow 5–10 business days for your bank or card provider to process.
You may also choose to receive your refund as a Lumoraah gift card.
Contact
For any questions about this policy or your order:
support@lumoraah.com
Thank you for supporting our small handmade business 🤍
