Returns, refunds and cancellations

Our 30-day returns policy

If something does not suit you, you can return it within 30 days of the day you receive it. Items should be unworn, unwashed and in the condition you received them, with any tags attached. This 30-day policy is in addition to, and does not limit, your statutory rights described below.

How to return an item

1. Tell us within 30 days of delivery: email support@lumiselle.shop with your order number and the items you are returning, or use our online withdrawal function.
2. We reply within 1–2 business days with the return address and instructions. Please do not send returns to our registered office — it is not a returns address.
3. Pack the items securely and send them with a tracked service. Keep your proof of postage.
4. When the parcel arrives we check it and issue your refund.

Return shipping costs

Unless the item is faulty, damaged or not what you ordered, the direct cost of sending it back is paid by you. If an item is faulty or incorrect, we cover the return cost and will send you a prepaid label or reimburse your postage.

Refunds

We refund the price of the returned items to the original payment method, in the currency you paid in, within 14 days of receiving the items back (or of receiving proof that you have sent them, if earlier). If you return your whole order within the withdrawal period, we also refund the standard delivery cost you paid. Your bank or card issuer may take a few further days to show the credit. Because refunds are made in your original currency, the amount you receive is not affected by exchange-rate changes on our side.

If an item comes back worn, washed or damaged by handling beyond what is necessary to check its nature and fit, we may reduce the refund to reflect the loss in value.

Exchanges

To swap a size or colour, return the original item for a refund and place a new order. This is the quickest way to get the piece you want.

Cancelling an order

You can cancel an order free of charge until it has been dispatched: email support@lumiselle.shop with your order number as soon as possible. If we can stop the order, we refund you in full within 5 business days. Once an order has been dispatched it can no longer be cancelled, but you can return it as described above or exercise your right of withdrawal.

We may cancel an order if an item cannot be supplied, if there is an obvious pricing error, or if a payment is flagged as fraudulent. In that case we tell you straight away and refund any payment in full.

Faulty items and your statutory rights

Our products must be as described, of satisfactory quality and fit for purpose. If an item is faulty, contact us and we will repair, replace or refund it in line with the law. In the United Kingdom, the Consumer Rights Act 2015 gives you a 30-day short-term right to reject faulty goods. In the European Union, a legal guarantee of conformity of at least two years from delivery applies. These rights are not affected by our returns policy.

Right of withdrawal

If you are a consumer, you have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered several goods in one order and they are delivered separately, the period expires 14 days after you, or a third party indicated by you, acquire physical possession of the last good.

To exercise the right of withdrawal, you must inform us — VASS TEXTILES LIMITED, Textile House, 11b Clarke Road, Bletchley, Milton Keynes, MK1 1LG, United Kingdom, email support@lumiselle.shop, telephone +44 7249 183390 — of your decision to withdraw from this contract by an unequivocal statement (for example, an email or a letter sent by post). You can also use our online withdrawal function, “Withdraw from contract here”; if you use it, we will send you an acknowledgement of receipt by email without delay. You may use the model withdrawal form below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods to the return address we give you in our acknowledgement, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To VASS TEXTILES LIMITED, Textile House, 11b Clarke Road, Bletchley, Milton Keynes, MK1 1LG, United Kingdom, email: support@lumiselle.shop

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.