FAQs

Frequently asked questions

Sizing

What size should I order?
Our pieces are cut closer to Asian sizing, which runs one to two sizes smaller than US or EU. As a rule of thumb, a US small takes L and a US medium takes XL. Where our supplier provides per-size garment measurements, they are listed in the product description.

If you are between sizes, email hello@lumynest.shop with the piece, 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.

How do shoe sizes work?
Footwear is listed in EU sizing and runs small, so we would take half to a full size up. The reliable method: stand on a sheet of paper, mark from heel to longest toe, measure it in centimetres and send us that number. It is the only figure that does not lie.

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

Shipping

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

Where do you ship?
United States, United Kingdom, Canada, Australia and New Zealand. Other destinations may appear at checkout. If your country is not listed there, 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 5 to 12 business days. Total time is typically 6 to 15 business days. Some items are made to order, which is stated on the product page and adds a further 2 to 5 business days.

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. 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. Items must be unworn, unwashed, with original tags attached and in their original packaging. Email us and we will send return instructions and the correct address. Full terms are in our Refund Policy.

My item 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.

How do bundle discounts work?
Where a product offers a multi-buy option you can pick a different size or colour for each item and still get the discount. It applies automatically at checkout, with no code needed. The exact saving is shown on the product page before you add to cart.

Still stuck?

Email hello@lumynest.shop. A person reads it and replies within one business day.