We want you to love every piece. If something isn't right, we make it easy to return — no fuss, no drama, just straightforward support.
From the date of delivery for most regions worldwide
Statutory minimum under EU & UK consumer law (we offer 30)
Extended window for manufacturing defects or damaged goods
Gift items may be returned up to 60 days from the purchase date
How to count: The return window begins on the day after you receive your delivery. Weekends and public holidays are included in the count. If the last day falls on a non-business day, the deadline is extended to the next working day.
We want you to feel completely confident shopping with us. Our 30-day window gives you ample time to try items, assess the fit and quality, and decide whether they're right for you — without any pressure.
Sale items and clearance products are eligible for return under the same 30-day window unless clearly marked as "Final Sale" at the time of purchase. Final Sale items cannot be returned or exchanged except where required by applicable consumer law.
To be accepted for a return, items must meet the following conditions. We've designed these requirements to protect both our customers and the integrity of our products — especially given the intimate nature of lingerie.
Items must not have been worn, washed, or otherwise used. The condition should be the same as when received.
All original tags, labels, and hygiene stickers must remain intact and attached to the garment.
Items should be returned in their original packaging where possible. This helps ensure safe transit and processing.
For health and hygiene reasons, briefs, thongs, swimwear bottoms, and bodysuits must have their protective hygiene liner still attached and undisturbed.
Returned items must be free from perfume, deodorant, make-up, stains, or any other marks that indicate the item has been worn.
Items that show signs of wear, damage caused by the customer, or improper washing will be declined and returned to the sender.
Bespoke, embroidered, or monogrammed items cannot be returned unless they arrive faulty or damaged.
Products marked "Final Sale" at checkout are not eligible for return or exchange unless required by law.
Our returns process is entirely online. You don't need to call us or visit a store. Simply follow the steps below and we'll take care of the rest.
Visit our Returns Portal and sign in with your order email and order number. Select the item(s) you wish to return and choose a reason from the dropdown menu.
Select your preferred return shipping method. In most regions we offer a free prepaid shipping label via email. For some international locations, a flat return shipping fee of $5.99 / £4.99 / €5.99 may apply.
Place the item(s) in the original packaging (or a plain, protective bag). Ensure all tags are still attached. Include your order confirmation slip or write your order number inside the parcel.
Print the prepaid return label sent to your email address and attach it securely to the outside of your parcel. Make sure the original delivery label is covered or removed.
Take your parcel to any participating carrier drop-off location. Keep your proof of postage until your refund has been confirmed.
Once we receive and inspect your return (typically within 3–5 business days), we'll process your refund or dispatch your exchange. You'll receive a confirmation email.
Once your return is accepted, you can choose from the following refund methods. Your selected option will be processed within the stated timeframe from the date we confirm receipt of your return.
Refund back to your credit/debit card, PayPal, or original payment. Typically arrives in 5–10 business days depending on your bank.
Get an additional 10% bonus when you choose store credit. Issued instantly and valid for 24 months on all products.
Swap for a different size, colour, or style. We'll process and dispatch your new item within 2 business days of receiving your return.
Opt to donate the value of your return to our partner charity supporting women's shelters. We'll match your donation 100%.
Original shipping charges are non-refundable unless the item arrived damaged, faulty, or was the wrong item. In those cases, we will refund the full cost including original shipping.
Our policy is designed to meet or exceed consumer protection laws in every region we serve. Where local regulations grant stronger rights, those always take precedence over this policy.
| Region | Return Window | Free Return Shipping | Refund Timeline | Legal Standard |
|---|---|---|---|---|
| 🇺🇸 United States | 30 days | Included | 3–7 business days | FTC Regulations |
| 🇬🇧 United Kingdom | 30 days | Included | 5–10 business days | Consumer Rights Act 2015 |
| 🇪🇺 European Union | 30 days | Included | 5–10 business days | EU Consumer Rights Directive |
| 🇨🇦 Canada | 30 days | Included | 5–10 business days | CCPA & Provincial Laws |
| 🇦🇺 Australia | 30 days | Included | 5–10 business days | Australian Consumer Law |
| 🇯🇵 Japan | 30 days | $5.99 fee | 7–14 business days | Specified Commercial Transactions Act |
| 🇰🇷 South Korea | 30 days | $5.99 fee | 7–14 business days | E-Commerce Consumer Protection Act |
| 🇸🇬 Singapore | 30 days | $5.99 fee | 7–14 business days | Consumer Protection (Fair Trading) Act |
| 🇦🇪 UAE | 30 days | $7.99 fee | 7–14 business days | Consumer Protection Law |
| 🌍 Rest of World | 30 days | $7.99 fee | 10–21 business days | Local Laws Apply |
Customs & Import Duties: International customers are responsible for any customs duties or import taxes on returned shipments. These costs are outside our control and cannot be refunded.
We take quality very seriously. In the rare event that an item arrives damaged, defective, or is not what you ordered, we will always make it right — at no cost to you.
Contact us within 48 hours of delivery with photos of the damage. This helps us resolve your case quickly.
Please attach clear photos showing the defect, the garment label, and the packaging. Email to returns@lumiere.com.
We'll send you a prepaid label. You don't need to pay anything to return a faulty or wrong item.
You'll receive a full refund including original shipping charges, or a replacement at no additional cost.
Important: Normal wear and tear, colour fading through repeated washing, or damage caused by not following care instructions are not considered manufacturing defects and are not covered under this provision.
Getting the perfect fit is everything in lingerie. We make exchanges easy and free within your return window. You can exchange any eligible item for a different size, colour, or style.
Exchanges are processed as soon as we confirm receipt of your original item. If the replacement item is of a higher value, you'll be charged only the difference. If it's lower in value, the difference will be refunded to your original payment method.
If the item you want is out of stock at the time we process your exchange, we'll notify you by email and offer a full refund or store credit as an alternative.
Size Guarantee: If you're unsure about sizing, our customer care team can help you find the right size before or after purchase. We also offer a one-time complimentary size exchange on your first order.
We handle all return data in accordance with our Privacy Policy and applicable data protection laws (including GDPR for EU/UK customers). Your personal information is used only to process returns and improve our service.
Our Commitment to Sustainability: We inspect every returned item carefully. Items in resalable condition are restocked. Items that cannot be resold but are still wearable are donated to Women's Aid partner organisations around the world, reducing waste and supporting those in need.
Items that are beyond donation are processed by our certified textile recycling partner, ensuring that less than 2% of returns end up in landfill. When you return with us, you're also helping us build a more sustainable fashion future.