Return & Exchanges

We want you to be happy with your purchase. If for any reason an item does not work out, our team is happy to assist you in accordance with the guidelines below.

Our pieces are produced in limited quantities and with significant craftsmanship. For this reason, all returns and exchanges are accepted only under the conditions and within the timeframes outlined below.

We do not accept returns or exchanges for:

• Sale items (unless otherwise stated)

• Items without original tags

• Items that have been worn, washed, or used

To initiate any return or exchange, please contact help@mamaluma.com within the applicable timeframe.

 

Returns (Refund or Store Credit)

To be eligible for a return:

• Items must be unworn, unwashed, and in original condition

• Original tags and packaging must be intact

Timeframes

• Within 10 days of delivery:
  Eligible for a refund (if applicable)

• After 10 days and up to 15 days:
  Eligible for store credit only

• After 15 days:
  Returns are not accepted

Refunds (If Applicable)

If your return is approved:

• Refunds are issued to the original payment method

• Processing time: 3–5 business days after inspection

Return Processing Fee (USA)

• Refunds are subject to a $20 return processing fee

• This fee covers return handling, inspection, restocking, and processing

• The fee is independent of the original shipping cost, even if outbound shipping was free

If a returned item is found to be used, washed, or damaged, the refund will be rejected and the item will be returned to the sender.

 

Sale Items

• Sale items are not cash refundable

• Eligible for store credit only, if returned within the allowed timeframe

Exchanges

• Exchanges are accepted within 15 days of delivery

• Items must meet the same condition requirements as returns

• All exchange shipping costs are the responsibility of the customer

• Exchanges are limited to two per order

Due to processing and transit time, exchanges may take longer than placing a new order.

Pre-Order Items

• Pre-order items are custom made upon purchase

• Delivery may take an additional 5–10 business days

• Pre-order items are non-refundable

 

International Returns

• All return shipping costs, customs duties, VAT, and clearance fees are the responsibility of the customer

• Returns must be marked as “Returned Goods – No Commercial Value”

• Shipments with charges applied to Mama Luma will be refused

• We recommend using a trackable shipping service

International Return Address

Mama Luma Returns (Nexport Fulfillment)
Shippex Warehouse, No: 4, Plot 2
Dubai Investment Park-1 – NVLG-1
Dubai, UAE

USA Return Address

Mama Luma Returns
422 Pendleton Street
Rock Hill, SC 29730
United States

Free Shipping & Refused Deliveries

Orders over $150 qualify for free outbound shipping.

If a shipment is refused, undeliverable, or returned due to customer unavailability, the customer is responsible for all resulting shipping, return shipping, handling, customs duties, VAT, clearance fees, and related charges.

Order Cancellations

Once an order has been processed, cancellations are not accepted.

After an order has been shipped, if the customer refuses delivery for any reason — including but not limited to cancellation requests, customs issues, duties, taxes, or failure to accept delivery — the order becomes non-refundable.

 

Seasonal Sales (Black Friday, Cyber Monday)

• Not cash refundable

• Eligible for store credit only

• All return and exchange shipping costs are borne by the customer

 

Customer Support

Customer satisfaction is important to us, and our team is here to help clarify any questions.
Please contact help@mamaluma.com, before sending any return.