Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately, we cannot cancel orders once they have been placed, including cases of change of mind. Our system begins processing orders immediately, and many items are shipped directly from our partner brands’ warehouses.
However, if you need to edit your order details (such as the delivery address, phone number, or recipient information), please contact us as soon as possible at info@luumaform.com.
To help us act quickly, please include:
- Your order number
- The exact changes you need
Please note:
We cannot guarantee that changes can be made after the order has been placed, as it may already be in processing or on its way to the warehouse for dispatch.
How can I track my order?
How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. You can track your package through:
- Our website's order tracking page
- The carrier's website using your tracking number
- Your order confirmation email
What if there is a problem with my order?
What if there is a problem with my order?
If something doesn’t seem right, we’re here to help.
Whether you received a damaged item, the wrong product, or something is missing, simply contact us at info@luumaform.com.
To speed up the process, please include:
- Your order number
- A brief description of the issue
- Photos of the item and packaging (if applicable)
We will review the situation and provide the fastest possible solution - this may include a replacement, a partial refund, or other resolution depending on the issue.
I didn't receive all off my order?
I didn't receive all off my order?
Because Luumaform works with a different European manufacturing and logistics partners, some orders may contain products from different partner brands or warehouses.
In these cases, your items are shipped in separate parcels, each with its own tracking number.
This means it’s completely normal to receive part of your order first, while the remaining items arrive shortly after.
You can always track each shipment using the tracking links provided in your order confirmation. If any item appears significantly delayed, feel free to contact us at info@luumaform.com and we’ll be happy to assist.
How can I purchase as a company?
How can I purchase as a company?
Email: info@luumaform.com
Send us:
- Company name
- EU VAT number
- Delivery address
- Products needed
We will:
- Validate your VAT number
- Create your order with 0% VAT (reverse charge)
- Send you a payment link with correct pricing
This ensures proper invoicing and no VAT refunds needed.
Can I get a VAT invoice for my order?
Can I get a VAT invoice for my order?
A: After your order is confirmed, you can find your VAT invoice on your order confirmation page in the "VAT Invoice" section.
On desktop: Click the PDF to save or print a copy directly to your device.
On mobile: Use the Share icon to download or share your invoice.
If you can't find your invoice or need assistance, please contact us and we'll be happy to send it to you.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 30-day return window from the day you receive your order. To be eligible for a return, items must be:
- In the same condition as received
- Unused and unworn
- With all tags attached
- In the original packaging
- Accompanied by proof of purchase
To start a return, contact us at info@luumaform.com. We’ll provide return instructions and a return label. Please note that items sent back without prior approval cannot be accepted.
Some important notes:
- Sale and discounted items are final sale and cannot be returned or refunded.
- Shipping costs are non-refundable and will be deducted from your refund.
- If returned items arrive damaged or not in original condition, only a partial refund may be issued.
- EU customers have a 14-day right of withdrawal, even without a specific reason, but items must still be returned in original condition and packaging.
Once your return is received and inspected, refunds are processed within 10 business days to your original payment method.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
We currently do not offer direct exchanges.
If you would like a different color, size, or product, the quickest solution is to:
- Return the item you have (following our standard return process), and
- Place a new order for the item you want.
Please note: Return shipping costs are not refundable and will be deducted from your refund amount.
If you need help selecting a replacement item, feel free to contact us at info@luumaform.com.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 3–5 business days once your order has been processed.
In total, most customers receive their order within 7–10 business days.
Please note that all delivery times are approximate and may vary based on your location, the shipping method selected at checkout, and the performance of the delivery provider.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.