Return & Exchanges
We want you to be happy with your purchase, but if in any case you are dissatisfied, we will be more than happy to assist you with a return and/or exchange. Our items are made in limited quantities, therefore returns and exchanges can only be accepted under the conditions, and within one of the allocated time frames, outlined below. Kindly note that we will not process returns nor exchanges on sale items, items without tags, and used and/or washed merchandise.
To initiate the return or exchange process, you will need to contact firstname.lastname@example.org within one of the designated time frames outlined below.
To be eligible for a return, your item must be unworn and unwashed, and in the same condition that you received it. It must also be in the original packaging and the tags must not be removed.
After the first 10 days of delivery, if the buyer wants to return the item(s), we will be happy to issue store credit if applicable.
UNITED STATES: All shipping costs for returned goods are borne by the buyer. After submitting a request via email for return, one of our customer service representatives will issue you a return label. A $15 shipping fee will be deducted from the refund or store credit issued upon receipt of the returned goods.
INTERNATIONAL: All shipping costs for returned goods are borne by the buyer, and we do not accept responsibility for the loss of goods being returned. We suggest using a trackable shipping service when returning. Returned items must be shipped to the mailing address listed below.
Refunds (if applicable)
After the first 10 days of delivery, we DO NOT issue a refund, and if the buyer wants to return the items, we will be happy to issue store credit or exchange the item(s) within 15 days of delivery. Once your return is received and inspected, our Customer Service Department will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund.
If your refund is approved, then your refund will be processed immediately, and a credit will be applied to your credit card or original method of payment, within 5-7 business days.
If your refund is rejected (due to the item found used, washed and/or damaged), then we will mail your package back to you. Subject to discretion, we may be able to offer store credit.
Size 11-12 and accessories are non-refundable. Please note that products that come in size 11-12 are custom made and sewn upon request.
After the first 15 days of delivery, we DO NOT accept exchanges.
Any shipping costs for exchanged goods are borne by the buyer, and we do not accept responsibility for the loss of goods being exchanged. We suggest using a trackable shipping service when returning.
To be eligible for an exchange, your item must be unworn and unwashed, and in the same condition that you received it. It must also be in the original packaging. Since we offer free shipping, we can only initiate exchange(s) twice.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Some designs have pre-order tags on them. This means that the specified item will be custom made by our sewing master for you upon request of the order. The delivery may take an additional 5-10 days and pre-order items are non-cash refundable.
We offer free shipping. Yes, we do not want our customers to pay for shipping. This is strictly because we want you to get the products of the highest standards. However, after the order is placed, for any reason the customer refuses to accept the package or is not present for the delivery and the package is sent back to our facilities, our company will demand payment of the agreed amount and also of all other costs and expenses incurred such as transportation and costs arising from the non-receipt from the buyer.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. We will provide you store credit!
Black Friday & Cyber Monday & Eid Sales
Black Friday & Cyber Monday & Eid Sales are not cash refundable and we offer store credit. All the shipping costs on returning or exchanging goods are borne by the buyer.
Contact us at firstname.lastname@example.org prior to shipment and use the mailing address listed below:
Mama Luma Returns
210 N Santa Cruz Avenue, Suite B
Los Gatos, 95030
Note: Please note that customer happiness is our ultimate priority and we do our best to give you the best service so do not hesitate to contact us. Our Customer Service Department is there to answer your questions.