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Return To ShopFrequently Asked Questions
Ordered items will arrive by the estimated delivery date indicated for each item at the checkout. When the order will be shipped you will receive an email with the relevant tracking information. Please note that this date is purely indicative and does not represent a guaranteed deadline.
When your order will be shipped, you will receive a confirmation email with your tracking information.
You can also track your order by visiting the Order History section under My Account. Here, you can click on the order number to view all the details, including the tracking number. If you click on the tracking number, you will be redirected directly to the website of the courier in charge of shipping, where you can track the shipment of your package.
If you don’t have a Lumièrêve account yet, you can set one up in My Account section.
If you don’t want to create an account, you can track your package by entering your order number and email address.
We deliver to all European Union countries with the exception of the Azores, Madeira, Canary Islands, Ceuta, Melilla. Orders placed from one of these addresses will be canceled.
Payments
PayPal is used to make secure online payments. You can choose to pay from your PayPal account, by credit and/or debit card or from your bankP account. Please select PayPal during the payment phase in order to pay for your order with PayPal. The charge will take place immediately and securely.
PayPal is a highly secure system capable of protecting users privacy. Leader in the fraud prevention sector, its team is constantly committed to developing cutting-edge technologies to protect money and information. When you use PayPal to send money, recipients have no way of seeing your bank account or credit card numbers.
Klarna
It is a payment service provider, offering consumers around the world highly flexible and safe shopping experiences. The service is currently available only in: Italy, France, Spain, Netherlands, Portugal, Ireland, United Kingdom, Austria, Belgium, Denmark, Finland, Norway, Sweden.
At checkout, choose “Pay in 3 installments with Klarna” from the payment options. You can pay in 3 equal monthly installments, without interests or additional commissions.
Klarna is an independent payment service provider, therefore Lumiereve Srl cannot decide if the chosen payment method will be accepted by Klarna or not. If you are having trouble with the service, please contact Klarna directly at klarna.com.
Please go to your Lumièrêve account and request a return in accordance with our terms and conditions relating to returns. Your payment will be held until the return is handled and you receive an update from Klarna.
1. If the return is full, you will receive a full refund in accordance with our return terms and conditions.
2. In case of a partial return, the value of the returned items will be subtracted from the pending payment and you will receive an updated statement from Klarna.
Refunds are processed differently depending on the payment method you chose at the time of purchase. Usually, it takes 2 to 5 business days for Klarna to process the refund.
Klarna is a payment service independent from us. Therefore you will need to contact Klarna Customer Service. They will surely be able to find the best solution for you. However, it is important to consider that if you do not make payments on time, you may not be granted access to Klarna payment options in the future.
In case of non-payment or delay, Klarna will contact you several times to rearrange the payment due. If you have not payed the full amount after a few months, Klarna can turn to a debt collection agency to claim the amount due.
Check the invoice which will be updated after each payment on Klarna.com
• Orders are paid in 3 monthly interest-free rates.
• The payment of the first installment will take place upon confirmation of the order at checkout
• The next 2 installments will be automatically collected from the debit or credit card entered at the time of payment, after 30 and 60 days respectively.
• You will receive a reminder from Klarna prior to the receipt of each installment.
• If one of the scheduled payments fails, Klarna will attempt to collect the due amount again, after 7 days. They will then issue an invoice for the remaining amount due.
Exchanges and Returns
To create your free online return: please click here to make an online return.
We offer free returns within 14 days.
It may take up to 2 weeks to receive and process a return. Once the return has been processed, you will receive an email notification. We will not be able to refund until the returned package has been received and processed. Unless otherwise specified, we will credit the original payment method.
You can change you order, providing that you request an exchange of the same item (at the same price) in a different size or color, by clicking here. The order will be processed immediately with free shipping within 14 days. To avoid additional costs, the items must be received within 14 days from the exchange request placement.
Order declined
1. Place your order again
If your payment has been declined, then you will need to place your order again. We are not able to reinstate an order once the payment has been declined.
2. Make the relevant checks
To help ensure your order is not declined when placing a new order we suggest checking the following:
Check the card details to make sure the information is correct, e.g. the expiry date or your billing address.
Make sure you enter the security code correctly – that is the three digit number on the back of your card.
Your card issuer may have declined your payment – as they do not tell us the reason for this, it is best to check with them or contact your bank.
If you have checked all of the above, try paying with another card.
3. Next steps
If your payment has been declined through the 3D secure security measures, you will need to contact your bank for further information.
Whereas, if you have received an error message, please contact our Customer Care team with as many details as you can about the issue – including the error messages you receive, and we will try to resolve it as soon as we can.
Products
You can find the size guide directly on the page dedicated to each item. Under each picture you can find the available sizes and the size guide, where the correspondences in cm are indicated. Also please remember that our customer service is always available to help you and guide you to the right choice for you.
My account
You do not need to register to explore Lumièrêve website. However, by registering and creating an account, you can fully enjoy the experience of our website. Not only your shopping will be easier, but your entire experience with us will be personalized over time.
By creating an account, you will be able to store your credit card information for easier and faster payments review your order history, and change your billing or shipping information.
Promotional Codes
In order to use your promotional code, please put the articles of interest in the cart and go to checkout. At this point, you will find a slot under the summary of your cart, in which you can enter your discount code.
Discount codes cannot be combined, you can only use one at a time. However, shipping is free for orders over 250 euros.
It is not possible to add a promotional code if the order has been finalized. If this is still being processed, you can proceed with the cancellation request and the creation of a new order.
Sede Legale: Piazza S.Pietro in Gessate 2, 20122 - Milano - MI | P.I. IT11750670967 | Copyright © 2022 Lumièrêve. Created by Lumièrêve.
