RETURN & EXCHANGE

At luminavenus, we want you to be completely satisfied with your Eye-Mask purchase. If for any reason you’re not happy with your order, we offer a 30-day no-hassle return and exchange policy.

Eligibility for Return & Exchange:

  • You can return or exchange items within 30 days from the date of delivery (not purchase, to account for shipping time).
  • The item must with all original tags, labels, and packaging intact (e.g., hygiene stickers on intimates or swimwear must remain unremoved).
  • Proof of purchase (order confirmation email or receipt) is required for all returns and exchanges.

How to Process a Return or Exchange:

  1. Contact our customer service team at luminavenus@outlook.com within 30 days of receiving your order.
  2. Include your order number, the item(s) you wish to return/exchange, and the reason (e.g., wrong size, color doesn’t match photos).
  3. We will respond within 1-2 business days with a return authorization number (RA#) and detailed instructions on how to ship the item back.

Return Shipping:

  • Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item sent, defective stitching, damaged fabric upon arrival). In such cases, we will provide a prepaid return label.
  • We recommend using a trackable shipping service and keeping the tracking number, as we cannot be held responsible for lost or delayed returns.

Refunds & Exchanges:

  • Refunds: Once we receive the returned item and confirm it meets the eligibility criteria, we will process your refund within 3-5 business days. The refund will be issued to your original payment method, and you’ll receive a confirmation email once completed. Note that banks may take 5-7 additional business days to reflect the refund in your account.
  • Exchanges: If you’re exchanging for a different size, color, or style, we’ll ship the new item once we receive and approve your return. Exchanges are subject to stock availability; if the item is out of stock, we’ll offer a full refund instead.

We strive to make your shopping experience with us as smooth as possible. If you have any questions or need further assistance with returns or exchanges, feel free to reach out to our customer support team at any time!

SHIPPING & DELIVERY


At luminavenus, we strive to provide fast and reliable shipping to ensure you receive your order as quickly as possible.


Shipping Methods:


We offer standard shipping to the United States. Shipping times and costs will be calculated at checkout based on your shipping address.
Orders are processed within 2-3 business days after payment is confirmed. For made-to-order items (such as custom-sized dresses, tailored suits, or personalized apparel), processing time may extend to 3-5 business days, and this will be clearly noted on the product page.


Shipping Times:


Standard shipping typically takes 5-7 business days for delivery after the order is processed. Please note that shipping times may vary depending on the location (remote areas may require an additional 1-2 days) and other factors such as weather conditions, high demand periods (e.g., holiday sales, seasonal launches), or postal service delays.


Order Tracking:


Once your order has shipped, you will receive a tracking number via email to monitor the status of your delivery. You can track your order using the provided tracking number through the carrier's website. For apparel items, we also include a note in the email with tips on what to do if the package is delayed, to help you stay informed about your clothing order.


Shipping Costs:


Shipping costs will be displayed at checkout based on your delivery address and the weight/size of your clothing items (e.g., bulkier coats, layered outfits, or shoe accessories may have slightly higher shipping fees than lightweight t-shirts or tank tops).
We offer free shipping on orders over $75 (this threshold can be adjusted based on your business needs) to make your clothing shopping more affordable.


Order Issues:


If you experience any issues with your delivery, such as delays, damaged goods (e.g., torn fabric, missing buttons, stretched seams due to shipping), or missing items from your clothing order, please contact us at luminavenus@outlook.com. We will work with you to resolve the issue as quickly as possible, including arranging for replacements, repairs, or refunds for damaged apparel.


International Shipping:


At this time, we only offer shipping within the United States. We are working on expanding our shipping options to other countries in the future to bring our clothing styles to more customers worldwide.


We are committed to providing a smooth and reliable shopping experience for all your clothing needs. If you have any questions or need further assistance, feel free to contact us!