Return policy

Let's work together for a more sustainable environment!

Before returning a product, please contact us at info@bylumoluxe.com.
We can often find a better solution together without unnecessary returns.

Return period

- Returns can be made up to 14 days after receiving your order.
- Within this period, you must notify us by email within one week if you wish to return an item (info@bylumoluxe.com).
- The refund will be processed after the product has been correctly received at the return address listed at the bottom of this page.

Traceable (mandatory) and insured shipping (recommended)
To ensure that your return arrives correctly:

- Use a traceable shipping method with a Track & Trace code.
- Send the Track & Trace code directly to info@bylumoluxe.com.
- We recommend sending the parcel insured. This protects you against loss or damage during shipping.

⚠️ Please note:

- We are not responsible for lost or damaged returns.
- Returns without tracking or proof of delivery to our return address will not be refunded.
- Incorrectly completed customs forms may result in delays or additional costs.

Condition of the goods

- The product must be undamaged, in new condition and in its original packaging in order to be returned. 
- Products that arrive damaged or break within a week are eligible for a free refund or reshipment. 
- Damage immediately after receipt? Report this within 24 hours with clear photos.

lost parcel

If a product does not arrive and may therefore have been lost, or if you do not receive any delivery updates for a long time, you can get your money back or have the product re-sent free of charge. 

Costs & Responsibility for returns

- Return costs are always borne by the customer and are not reimbursed.
- Return costs are usually between £8 and £15, depending on size and delivery service, this may be higher. 

📌 Important:

  • If the parcel is not sent correctly, additional customs charges may apply, which we do not reimburse. This is the responsibility of the sender (you).

 

Return procedure – Step-by-step plan

Step 1: Read the return policy

Check whether your product is eligible for return.

Step 2: Contact our customer service department

  • Please email info@bylumoluxe.com with your order number, reason for return, and clear photographs if there is any damage. We are always happy to assist you with returns.
  • No prior notification? Then we will be unable to process your return.

Step 3: Complete the return form

Step 4: Pack the product carefully

  • Use the original packaging or a sturdy box.

  • Protect the product well to prevent damage during transport.

Step 5: Create a trackable shipping label

  • Order a shipping label online or have this done at the post office.

  • Please use the correct return address (see bottom of this page).

Fill in the CN22 or CN23 customs form correctly:

  • Select ‘Returned goods’ as the category.

  • HS code: 9804.00.00 (returned goods).

  • Please include an invoice or order confirmation for customs purposes.

  • No CN22 or CN23 form? This may cause customs issues.

Step 6: Securely affix the shipping label to the parcel

  • Ensure that the label is clearly visible and cannot be damaged.

Step 7: Send the parcel and the proof of postage to us

  • Please email us the Track & Trace code directly to info@bylumoluxe.com.
  • Keep the proof of postage until your return has been received and processed.

Step 8: Wait for confirmation and refund

  • Once we have received the package correctly, your return will be processed.

  • You will receive a refund via the original payment method within 14 working days.

⚠️ Please note: We cannot issue a refund until the parcel has been delivered to our return address and we have confirmed this.

Return address:
ByLumoLuxe
johanellenbergerstraat 63
9746 AK, Groningen