Returns & Refunds
Returns made simple
Return & Refund Policy
If something isn't right with your order, get in touch and we'll work out the best solution together.
Return period
You have 30 days from the day your order arrives to contact us about a return. Please email us before sending anything back — returns sent without prior approval can't be processed.
Faulty, damaged or not as described
If your item arrives faulty, damaged, or doesn't match how it was described on our website, we'll make it right. Email us with your order number and a clear photo of the issue, and we'll review it and offer an appropriate resolution.
We cover return costs in these cases, and in most situations we won't need the item sent back at all.
Wrong size or wrong item sent
If we sent the wrong size or the wrong product, that's on us. Email us within 30 days and we'll arrange a replacement at no cost to you.
Change of mind
Changed your mind? Email us within 30 days of delivery and we'll sort it out.
Sending items back is usually slow and expensive, so in most cases we'll offer you a partial refund instead — you keep the item and we refund part of what you paid, with no shipping and no waiting.
If you'd prefer to return the item, that works too. Items need to be unworn, unwashed, and in their original packaging with all tags attached. Return postage is covered by the customer, and the original delivery charge isn't refunded.
Refund options
- Refund to your original payment method – processed within 10 business days of approval
- Lumine store voucher – valid for 12 months on any product in our store
Once a refund is processed, it can take a few extra days to appear depending on your bank.
Non-returnable items
- Underwear, swimwear and hosiery removed from its packaging (hygiene reasons)
- Personalised or custom-made products
- Products marked as "Clearance"
This doesn't apply where an item is faulty, damaged, or not as described — those are always covered.
Contact us
Get in touch before doing anything — we always find a solution. Please include your order number and a photo where relevant.
info@lumineauckland.com
lumineauckland.com
We respond within 2 business days.
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act.