Return Policy
If you’ve ever ordered something online and felt that little letdown when it arrived, well, you know exactly why this page reads the way it does. Sometimes the fit is off. Sometimes the color looks different in person than it did on your screen. And sometimes you just change your mind. That doesn’t make you a difficult customer. It makes you human.
So here is our promise, in plain English: shop with confidence, and if it doesn’t work out, you have 30 days from delivery to send it back for a full refund. We’ll even cover the return shipping. No hoops to jump through, no phone calls to a robot, and no fine print games.
The 30-Day Window
Your 30 days begin on the day your package arrives, not the day you placed the order and not the day it left our facility. If your package was delivered on the 10th, you have until the 9th of the next month to start your return. That gives you a full month to live with your purchase, wear it, or use it before you decide.
If life gets busy and you find yourself right at the edge of that window, just email us at [email protected]. We won’t quote the calendar at you like a robot. We’re flexible where we can be, so ask.
What You Can Send Back
Most items in our store qualify for a return within the 30-day window, as long as they come back to us looking the way they left. That means:
- The item is unused, unworn, and unwashed.
- Tags are still attached.
- The original packaging is intact, and all accessories, inserts, and manuals are included.
If you still have the box it shipped in, great. If you tossed it, don’t stress. Any clean, sturdy box will do the job, as long as the item itself stays protected and undamaged in transit.
What We Can’t Accept
A few things can’t come back once they’ve left our hands, and we’ll always be upfront about that before you order. Here’s the full list:
- Personalized items. Anything monogrammed, engraved, or made to your specific requests isn’t returnable. We genuinely can’t resell something with your name or initials on it, so we want you to be sure before you order those.
- Opened personal-use products. For hygiene reasons, items like cosmetics, skincare, and grooming tools can be returned only if the seal or outer packaging is completely unopened and intact. The moment that seal is broken, the item can’t go back on our shelf for someone else.
- Intimate apparel. Underwear, shapewear, and similar close-contact items can’t be returned once they’ve been opened or worn. If the item is still sealed in its original packaging, you’re welcome to send it back like anything else.
- Final sale items. These are marked clearly with “Final Sale” on the product page, so you’ll always know before you add them to your cart. No surprises at checkout.
If you receive a damaged or defective item from any of these categories, don’t panic. Email us at [email protected] with a photo and your order number, and we’ll make it right with a replacement or refund. That’s not a return. That’s us standing behind what we sell.
How Refunds Work
When your return arrives and we confirm everything is in order, we refund the full purchase price. One hundred percent, with no restocking fees and no surprise deductions. If you paid for expedited shipping on the original order, that shipping cost isn’t included in the refund, but the product price always is.
The refund goes back to the exact payment method you used at checkout — the same credit card, the same PayPal account, the same digital wallet. We can’t reroute it to a different card or send a check instead. That rule comes from the payment providers, not from us, and it keeps your information secure.
You’ll see the refund in your account within 3 to 5 business days after we process it at our facility. Once we send it through, your bank or card issuer may take a couple of extra days to make it visible on your statement. That part is outside our control, but it’s usually quick.
Return Shipping Is on Us
We pay for return shipping on every eligible return. When you request a return, we’ll email you a prepaid return label. You just print it, stick it on the box, and drop it off. You won’t pay a cent, and that’s the way we want it.
If you’d rather arrange your own shipping with a different carrier, keep the receipt and we’ll reimburse the cost. Either way, sending something back to us should never cost you money.
Step-by-Step: How to Return
Here’s exactly what to do, in order:
- Email us. Write to [email protected] with your order number, the item you’re returning, and a quick note about why it didn’t work out. It takes two minutes, and your feedback genuinely helps us pick better products.
- Get your prepaid label. We’ll reply with a prepaid return label and a return authorization number, usually within one business day.
- Pack it up. Put the unused item in its original packaging with tags attached and all accessories included. If you still have the box it came in, use that. If not, any sturdy box works. Write your return authorization number on a piece of paper and drop it inside the package.
- Send it out. Attach the prepaid label to the outside of the package, make sure any old shipping labels or barcodes are covered or removed, and drop it at the carrier location listed on the label.
- Track your return. We’ll send you an email when your package arrives back at our facility so you’re never left wondering where things stand.
- Receive your refund. Once we inspect the return and confirm it’s in good shape, we’ll process your refund to the original payment method within 3 to 5 business days. You’ll get a confirmation email the moment it’s done.
Where to Send It
If you’re using the prepaid label we send you, it will show our facility address automatically, so you don’t need to write anything by hand. For those sending a return on their own, please send it to:
LUMENEDGE Returns
350 Fifth Avenue, Suite 1200
New York, NY 10118
Make sure your order number is written clearly on the outside of the package and included inside as well. That helps us match your return to the right order and get your refund to you faster.
What About Exchanges?
We don’t do direct exchanges, and there’s a simple reason for that: we’d rather get a refund back into your account before you commit to something new. If you need a different size or color, send the original back using the steps above, and once your refund is on its way, place a new order. Everything stays clean, and you always know exactly where your money is.
Still Have Questions?
Return policies can feel like homework. Ours doesn’t have to. If anything on this page isn’t clear, or if your situation is a little unusual, just email us at [email protected]. Tell us your order number and what’s going on, and you’ll get a straight, honest answer from a real person. We’ll take care of you the way we’d want to be taken care of ourselves.