Refund policy

RETURN & REFUND POLICY

Applicable to: United Kingdom · United States · France Last updated: April 2026

1. Overview

At Lumestreet, we stand behind every product we sell. If something is not right with your order, we will do everything we can to make it right. This Return & Refund Policy sets out the conditions, timeframes, and steps for returning items and requesting refunds for orders delivered to the United Kingdom, the United States, and France.

By placing an order on lumestreet.com, you agree to the terms described in this policy.

2. Delivery Timeframe

Lumestreet operates as an international retailer. All orders are dispatched from our fulfilment centres and may be subject to customs processing upon arrival. Estimated delivery times from the date of dispatch are as follows:

Destination Estimated Delivery
🇬🇧 United Kingdom 7–14 business days
🇺🇸 United States 7–14 business days
🇫🇷 France 7–14 business days

These timeframes are estimates only and may be affected by customs clearance, carrier conditions, public holidays, or other factors beyond our control. Lumestreet is not responsible for delays caused by customs authorities or third-party carriers.

3. Return Eligibility

We accept return requests submitted within 30 days of the delivery date. To qualify, items must meet all of the following conditions:

  • Be in new, unworn, and unused condition
  • Include all original packaging, tags, and accessories
  • Show no signs of staining, odour, or customer-caused damage

Items that do not meet these conditions will not be accepted and will be returned to the customer at their own expense.

Non-Returnable Items

The following items are not eligible for return or exchange under any circumstances:

  • Items marked as "Final Sale" at the time of purchase
  • Items showing visible signs of wear, misuse, or deliberate damage
  • Items returned without their original packaging, tags, or accessories
  • Hygiene-sensitive accessories such as socks or insoles
  • Gift cards

4. How to Start a Return or Exchange

To initiate a return or exchange, please email our support team at support@lumestreet.com with the following details:

  • Your full name
  • Your order number
  • The item(s) you wish to return or exchange
  • The reason for your request

Once your request has been reviewed and approved, we will provide you with:

  • Return shipping instructions and, where applicable, a prepaid label
  • Packaging guidance to ensure your item arrives safely
  • Clear next steps throughout the process

Please do not send any items back without first receiving written authorisation from our team. Unauthorised returns will not be processed and cannot be refunded.

5. Return Shipping Costs

United Kingdom

Return shipping costs are the responsibility of the customer, unless the return is the result of a defective item, an incorrect item sent, or an error on our part. In those cases, Lumestreet will provide a prepaid return label at no cost to you.

United States

For returns due to defective items, incorrect items, or errors on our part, Lumestreet will cover return shipping. For all other approved returns, return shipping costs are the responsibility of the customer.

France

Return shipping costs are borne by the customer, except where the return arises from a product defect, a dispatch error, or a fault on our part, in which case a prepaid return label will be provided.

We strongly recommend using a tracked and insured shipping service for all returns. Lumestreet cannot be held responsible for return parcels lost or damaged in transit.

6. Refunds

Once we receive and inspect your returned item, you will be notified by email of the outcome of your return request. If your return is approved:

  • Your refund will be issued to the original payment method used at checkout
  • Processing takes 5 to 10 business days from the date the return is received and approved
  • Your bank or card provider may require additional time to reflect the refund in your account

We do not charge restocking fees on any approved return.

Partial Refunds

A partial refund may be issued in the following circumstances:

  • Items returned with signs of use or missing original packaging
  • Items returned outside the 30-day window where a return has been expressly approved in writing by our team

7. Exchanges

Exchanges for a different size or colour of the same product are available within the 30-day return window, subject to stock availability. To request an exchange, contact us at support@lumestreet.com.

If the requested replacement is not available, we will offer you a full refund or store credit — whichever you prefer.

8. Defective or Incorrect Items

If your order arrives damaged, incomplete, or materially different from what was described on our website, please contact us within 7 days of delivery at support@lumestreet.com. Please include:

  • Your order number
  • Photographs or video clearly showing the issue
  • A brief description of the problem

Once the issue has been confirmed, you may choose one of the following resolutions — the decision is entirely yours:

  • A free replacement dispatched at no additional cost, or
  • A full refund to your original payment method

9. Order Cancellations

Orders may be cancelled at no charge provided they have not yet been dispatched. To request a cancellation, contact us immediately at support@lumestreet.com with your order number.

Once an order has been handed to our carrier, cancellation is no longer possible. In that case, you may initiate a return once your parcel has been delivered, in accordance with this policy.

10. Customs, Duties & Taxes

Orders shipped internationally may be subject to import duties, customs fees, or local taxes upon arrival. These charges are the sole responsibility of the customer and are not included in the product price or shipping fee.

Lumestreet has no control over customs procedures and cannot be held responsible for delays or additional costs arising from customs clearance. We recommend reviewing your country's import regulations before placing an order.

11. Consumer Rights — United Kingdom

For customers based in the United Kingdom, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are fully preserved and are not limited or affected by this policy.

Under the right to cancel (cooling-off period), you are entitled to cancel your order within 14 days of receiving your goods without providing a reason. To exercise this right, please notify us at support@lumestreet.com within 14 days of delivery. Once we receive your cancellation notice, you will have a further 14 days to return the item. A full refund, including standard outbound shipping costs, will be issued within 14 days of us receiving the returned goods.

12. Consumer Rights — United States

Lumestreet is committed to operating in compliance with applicable U.S. consumer protection regulations and the policies of our payment processors. Consumer protection laws vary by state, and nothing in this policy limits any rights you may have under applicable federal or state law. If you have questions about your rights as a consumer in your state, we encourage you to consult the relevant consumer protection authority.

13. Consumer Rights — France

For customers based in France, your statutory rights under the Code de la consommation and applicable EU consumer protection directives are fully preserved. Under French law, you have a 14-day cooling-off period (droit de rétractation) from the date of delivery during which you may cancel your order without providing a reason and without penalty. To exercise this right, please notify us at support@lumestreet.com within 14 days of receiving your order. A full refund will be issued within 14 days of receiving the returned item or proof of return shipment, whichever comes first.

14. Contact Us

Our customer support team is available Monday to Friday and will respond to your enquiry within 3 to 5 business days.

  • Website: lumestreet.com
  • Email: support@lumestreet.com
  • Phone: +44 20 7123 4567
  • Mailing Address: DEWBERRY IT ANALYTICS LLC, 825 Eastern Bypass, Richmond, KY 40475, United States

Lumestreet — lumestreet.com — support@lumestreet.com