Returns & Exchanges

Thank you for shopping at The LUME Melbourne.  Should you wish to return an item within 30 days, please ensure you meet the following criteria;

•  Items must be returned within 30 days of purchase together with proof of purchase.
• Items must be in their original condition with accompanying packaging, ticketing etc as provided.

Faulty item.

Firstly, we are sorry for the inconvenience. Reasonable care is taken when packaging your order, however if item/items are received damaged please contact enquiries.melbourne@thelume.com. See our returns process for more details of what to include in this email. Usually we can get your item replaced but on the off chance that we can’t, well issue a refund or store credit upon receiving your return.

Responsibility for postage fees.

Where items are returned due to faults, w\e will of course issue a full refund for the purchase, including any original postage fees paid.  We just need you to photograph the fault / issue & we will provide a pre-paid returns code which you can use to take to your nearest Australia Post and send the item back.

For ‘change of mind’ returns the value of the refund will be to the value of the product only.  It is the customers responsibility to cover return postage for ‘change of mind’ returns.

Exchange of an item.

Exchanges are only available for items of same style requiring an alternative size, if the alternative is available. Due to the limited nature of our products, we cannot offer exchanges on all items, however we can provide a credit voucher to our online store if that is preferred.

Returns Process.

To return an item you’ve ordered you will need to request a pre-paid returns label.  To do so, please email us at enquiries.melbourne@thelume.com With ‘RETURNS’ in the subject line & be sure to include your contact details, order number/proof of purchase & reason for the return in the body of the email.  If the return is due to a product fault, please also include a photo of the item.  Please wait for a reply from our team, we won’t be long.

For all approved returns that were due to damaged products we will issue you with a pre-paid returns code which you will receive via the email address entered when placing your order. Take this code to an Australia Post along with the packaging your item came in and Australia Post will print off a return label and package your items. Once received and checked by The LUME team, you will receive a refund for the purchase price.  If the return is for a ‘change of mind’ you will be refunded the product value less any associated shipping changes.