FAQs

Frequently asked questions

About Lumynest

Who are you and where are you based?
Lumynest is an online dress boutique based in Singapore. Our address is Blk 637B, Singapore 522637. You can reach us at zephyron06@gmail.com or on +65 9183 4929, Monday to Friday, 10am to 6pm Singapore time.

Where do your dresses ship from?
We are a curated boutique rather than a manufacturer. We select the range ourselves and our manufacturing partners overseas ship each order directly to you. That is why delivery takes 9 to 15 business days rather than one or two. We would rather say so plainly than leave you wondering why a parcel takes a couple of weeks.

Sizing

What size should I order?
Our dresses are cut closer to Asian sizing, which runs smaller than Australian, US or EU sizing. Where our supplier provides a size chart, it is shown in the product description, so compare your bust, waist and hip measurements against it.

If you are between sizes, email zephyron06@gmail.com with the dress, the size you normally wear in a brand you know well, and your height. We will give you a definite answer rather than a guess.

What if it does not fit?
Return it within 30 days. See the returns section below.

Offers

Do you run discounts?
We keep one everyday price on every dress and do not run fake sales. The one standing offer is our bundle: buy two dresses and you get 20% off the second. It applies automatically at checkout, with no code needed.

Shipping

How much is shipping?
Standard tracked shipping is free on every order, with no minimum spend.

Where do you ship?
Australia, New Zealand, the United States, the United Kingdom, Canada and Singapore. If your country is not listed at checkout, we do not currently ship to it.

How long will my order take?
Orders are processed within 1 to 3 business days, then standard tracked delivery takes 9 to 15 business days. Total time is typically 10 to 18 business days. If you need a dress for a wedding or event, please order with that in mind.

These are estimates rather than guarantees. Carrier delays, customs inspections and peak periods in late November and December can extend them.

Will I get a tracking number?
Yes, every order ships tracked. You will get a tracking link by email at dispatch. It can take 24 to 72 hours to start updating, so a number showing nothing on day one is normal. See Track Your Order.

Why did my order arrive in separate parcels?
Orders with several items sometimes ship separately and arrive on different days, at no extra cost to you. Each parcel is tracked on its own.

Will I be charged customs or import duties?
Possibly. Because orders ship internationally, prices at checkout do not include customs duties or import taxes. Where they apply they are set by your country and are the recipient's responsibility. We cannot predict the amount.

Returns and refunds

What is your returns policy?
You have 30 days from delivery. Dresses must be unworn, unwashed, with original tags attached and in their original packaging. Email us and we will send return instructions and the correct return address within one business day. Full terms are in our Refund Policy.

Where do returns go, and who pays?
Returns go to our fulfilment partner, so the address depends on the item. We confirm it in writing when we approve your return. If the item is faulty, damaged or not what you ordered, we cover the return postage. If you simply changed your mind or ordered the wrong size, the return postage is yours, and because the parcel travels internationally that cost can be meaningful. We will tell you the likely cost before you post anything, and where returning is not worth it we will offer you a refund without requiring the item back.

My dress arrived faulty or wrong.
Photograph it and email us within 7 days of delivery. We will replace or refund it at our cost.

How long does a refund take?
Refunds are issued to the original payment method once the return arrives with us. Your bank or card issuer then takes its own processing time, typically 5 to 10 business days.

Orders and payment

Can I change or cancel my order?
Contact us within 12 hours of ordering and we will amend or cancel it if it has not yet been dispatched. Once a parcel has shipped we cannot redirect or recall it.

I entered the wrong address.
Email us immediately. If the order has not shipped we can correct it. We are not able to refund orders returned to us because of an address error.

Is checkout secure?
Yes. Payments are processed by Shopify over an encrypted connection. We never see or store your full card details.