RETURNS & EXCHANGES

You can return us any article (including those with a balance) provided it is in its original condition and within 15 days from delivery date.

We will make the home collection completely free of charge.
To book this service please contact us at
hello@lumenetumbra.biz or using the form below in this page,

providing the following information

Subject: Retun Lumen et Umbra
Date
Your email
Your name
The address where to send the courier to pick up the products.
City
Postal code
Nation
Your phone number (optional)

"I give notice to cancel my contract of sale of the following products":

Products: number of pairs and the model name
Serial number: The number you received by email and on the label of your purchase box
Order Date: when you placed the order (you will find it on your mail)
Date and order received address: when you received the order and where it was delivered

After providing the necessary information a waybill for the shipment will be sent to you via email. Print a copy of this and paste it to your package. The package will then be sent to our warehouse and the repayment procedures will be processed. Remember to keep the shipping receipt until such time as all confirmation emails have been received and redeemed by us.

If you prefer to send back your return using the original package, be sure to cover or remove all pre-existing barcodes and decals on the package. At this point you can apply the prepaid label on the package. This should be the only visible label, in order to avoid confusion once the package will be taken over by the postal service.

NOTE:

The returns can take up to 7 working days to reach our warehouse.
We'll email you the certificate of redemption automatically as soon as your return is processed. This procedure is usually completed within 1 business day of receipt of the parcel.
A refund will be automatically sent to the account originally used to make the purchase. It may take 5 to 10 business days for a refund to be visible on your statement, depending on the card issuer.
If you have given us articles belonging to different orders, please wait up to 24 hours from the notification of the first repayment for the other items to be reimbursed.

OUR RETURN POLICY

You can return us any article (including those with discount) provided it is in its original condition and within 15 days from delivery date.

If the item you wish to return is defective, please get in touch with our Customer Service.

If you want to replace the item purchased with a different color or size, please return it for a refund and place a new order.
You can return items belonging to different orders in the same package. Just remember to put in a note made for each order, this will allow us to process your return properly when received.
Items you wish to return are your responsibility until they reach our warehouse: please pack them carefully to prevent damage during transport.
All returned items are inspected. We focus on accepting all returns received which must not necessarily be returned in their original packaging. However, in the unlikely event that a return is received in unacceptable conditions, we may decide not to make the repayment.
We will refund the price you paid on the account originally used to make the purchase (this also applies to items on sale).
Lumen et Umbra is not responsible for any items sent to us by mistake.

YOU RECEIVED THE PRODUCT THAT I HAVE RETURNED?

A return can take up to 7 business days (weekends and holidays excluded) to reach our warehouse.

Once received, we'll send you an email within one business day with the reimbursement confirmation.

All refunds will be issued automatically on the payment method used to place the order. The amount will be available again to your account in 5-10 working days.

In the unlikely event that you do not receive an email within 15 working days (excluding weekends and public holidays), please contact Customer Service. When you get in touch with us, be sure to tell us your order number, which articles you have returned and any other useful information that will help us to assist you as quickly as possible.

SHIPPING COSTS HAVE NOT BEEN REFUNDED

When an order (or part of it) is returned as non-Italian cities, we only refund the price paid for the items and not the shipping costs, unless the entire order may be faulty.

MY REFUND WAS WRONG

If we made a mistake in the repayment, we apologize for the inconvenience.

Please note that the refund amount may be affected by:

The shipping costs, non-refundable for shipments to countries outside Italy.
Any promotions applied at the time of sale, which may no longer be applicable.

If you have questions, contact us at hello@lumenetumbra.biz and a manager will answer you as soon as possible.

MY RETURN IS NOT WITHDRAWN

If you have booked a home collection to make a return, but the package was not withdrawn as planned, we apologize for the inconvenience.

The management of the withdrawal of returns is totally in the hands of our courier, and there is no way for you to access their systems to reschedule a new appointment.

I HAVE MADE A RETURN BUT THE CARD THAT I ORIGINALLY USED FOR PURCHASE IS NO LONGER ACTIVE

The card used to place your order has been lost / stolen / disabled? Don't worry. If the account connected to your card is still open, we can still complete the refund.

We cannot refund the value of your order on a different card.

If your refund is not visible after 10 working days from the confirmation of accreditation please contact us at hello@lumenetumbra.biz.

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RETURNS & EXCHANGES