Customer Service

Luma Delivery and Returns

We hope you love shopping with Luma. Here are our delivery and returns policies to help make sure we meet your expectations. Contact Us.

Shipping and Delivery

Shipping and Delivery is the charge for internet order processing, item selection, packaging, transport and handling. We don’t guarantee delivery times, but we do our best to provide accurate estimates.

Deliveries occur only on weekdays. Shipping and Delivery charges are subject to change and are determined when you order. Estimated delivery time assumes orders are placed before 12:00 noon (PST). Orders you place with Luma late on Friday or on Saturday will not be processed until Monday. Charges may be added to orders with Priority, Overnight and International shipping if we try unsuccessfully to deliver your order more than once.

Delivery addresses in Alaska, Hawaii, Puerto Rico, and Guam should add an additional $5.00 charge for standard Shipping & Delivery. Orders arrive in 7 to 9 business days when ordered before 12:00 noon (PST).

Shipping and Delivery
Merchandise total * STANDARD
5—7 day shipping **
PRIORITY
2—3 day shipping **
OVERNIGHT
Next business day **
Up to $200 $16 $26 $33
$200.01—500.00 $21 $31 $38
$500.01—1000.00 $29 $39 $46
Over $1000.00 $34 $44 $51

*before tax and additional charges
**after processing if ordered by 12:00 noon PST

Returns and Replacements

We want you to be completely happy with your Luma order. If for any reason you are not satisfied, we will gladly accept your timely return of unworn, unwashed, or defective merchandise. Used merchandise cannot be returned unless defective. Returned merchandise should include the vendor packaging and tags and be in the same condition as when it was received. A pickup and/or restock fee may apply. Merchandise must be returned within 30 days of receipt of merchandise.

Returning Gifts

When returning a gift, a Luma Gift Card will be issued to the gift recipient for the amount of the returned merchandise. The card can be used for purchases from any Luma store, and online. In compliance with Federal law, for gifts valued at more than $2,000.00, the recipient will receive a check rather than an Luma Gift Card.

Returning Merchandise by Mail

On the back of the packing slip enclosed with your Luma order, please note the reason(s) for return and whether you wish to exchange the item(s) or receive a credit/refund (depending on the original form of payment).

Enclose the return section of the packing slip with your item(s). Please use one of the return labels provided on the front of your packing slip to ensure proper return address and credit information. Restricted items must be returned using ground transportation.

Please allow 10 to 14 days for Luma to process your return.

Explore Demo

Click on a specific feature or go through them all


Return Merchandise Authorization (RMA) - is a powerful tool for managing returns and/or exchanges of goods. This extension is important if you wish to build strong relationships with your store customers and win their trust and loyalty.


Frontend

  • Customer RMA - explore different kinds of returns, that customer can place from his account.
  • Guest RMA - return requests, placed for Guest-mode orders.


    Backend

  • RMA Grid - this is the main hub, where all RMA are located, and can be created manually, edited and managed with mass actions.
    • Example of RMA - this is basic example of backend RMA Edit Page.
    • Create your own manual RMA - explore possibilities of manual return creating. Note, that you will be asked for order selection, prior to jumping to RMA creation page.
  • Statuses - statuses are stages, which RMA should pass in order to be completed - beginning from Pending, and ending with Closed. Each status has its own auto-respond messages, which are sent on status assignment.
  • Reasons - Reasons are arguments, which customer can have for returning a product, for example, Out of Service or Wrong Color.
  • Conditions - Conditions are typical cases of condition, that product can have on return, for example, Unopened or Damaged.
  • Resolutions - Resolutions are specific actions, that customer wish for product, for example, Exchange or Refund. They adds flexibility to your return policy.
  • Return Addresses - addresses allows you to flexibly direct returns to addresses, different from your store - to warehouses, repair facilities, etc.
  • Custom Fields - Custom Field allow you to add to your returns additional properties to gather more information from customer. Our extension allows fields of different types.
  • Quick Responses - Quick Responses are special templates, which allow you to quickly write answers to the most frequent requests.
  • Workflow Rules - automate your returns workflow by creating special rules, with actions, binded to certain event or RMA stage.
  • Reports - our extension provides different kinds of statistics, which allow you to analyze and correct your return policy.
    • By Product - gather statistics of returns by products
    • By Attrubute - pick up attribute of product, and generate custom reports on product returns
    • By Reason - gather statistics of returns by reasons
    • By Status - gather statistics of returns by status
  • Settings - toy with different configurations, and create the most effective return policy for your store.


    If you have more questions, please, refer to full documentation.

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