Return and exchange policy

Return and exchange policy – Lumiere & Lace Toronto

Together for a more sustainable future!

Before sending the product back, we recommend first contacting us at info@lumierelacetoronto.com
Together we will find the best solution.

By making a purchase on lumierelacetoronto.com you automatically accept our return and exchange policy, terms and conditions, and other rules available on our website.
We recommend familiarizing yourself with it before making a purchase.

Return policy

Returning the product means acceptance of our terms.

Time for return:

You have 30 days to return the product.
According to consumer law, you have the right to withdraw from the contract within 14 days of receiving the order, without giving any reason.
The intention to return must be reported in writing to info@lumierelacetoronto.com.
After reporting, you have another 14 days to return the product. The return will be processed as soon as the shipment is received.

Return address:

All returns must be sent to our central warehouse in Asia.
You will receive the exact address after reporting the return to info@lumierelacetoronto.com.
Returns without prior notification or sent to the wrong address will not be processed.

Mandatory shipment tracking:

Returns must be sent by registered mail and – if possible – insured.
Refunds will be made only after receipt and inspection of the product.
Please send the tracking number to info@lumierelacetoronto.com.

Product condition & refund rights:

Returned products must be unused, undamaged, and in the original packaging.
Any damages must be reported immediately upon receipt of the goods, along with photos.
Failure to meet these conditions may result in a partial refund or refusal to accept the return.

Customer responsibility:

The customer is responsible for safe and correct delivery of the return shipment.
We are not responsible for packages lost or sent to the wrong address.
Products that do not physically reach us are not eligible for a refund.

Recommended shipping method:

We recommend choosing insured shipment with a tracking number.
In case of package loss, you will be able to claim compensation from the carrier.

Return costs:

Return costs are borne by the customer and are non-refundable.
The cost of sending the package back is C$ 40 regardless of the size or weight of the shipment.

If the product has been exchanged or you have received a new size, we can no longer accept it as a return. In such a case, we can only offer a gift voucher.

Products excluded from return

Cannot be returned:

Personalized or made-to-order products (currently not applicable to our offer).
Hygienic products (e.g., underwear, tights, cosmetics).
Products returned after 30 days.

7 steps of return

Familiarize yourself with the terms – read our return policy.
Contact us – send an email to info@lumierelacetoronto.com with the order number and photos/videos if necessary.
Secure the product – make sure the product is properly packaged.
Request a return address – you will receive it from us after reporting.
Prepare the shipment with the tracking number:
- Generate the carrier label.
- Use the address you receive from us.
- In the customs declaration, mark "Return of goods / Return of goods" to avoid delays.
- Make sure the shipment has a tracking number and – if possible – insurance.
Send the tracking number to info@lumierelacetoronto.com.
Approval & refund – after receiving and approving the return, we will refund the money within 14 business days to the original payment method.

Can I refuse to accept the package or not pick it up and receive a refund?

No.
To receive a refund, you must go through the official return process.
Undelivered shipments, rejected by the recipient or marked as "return to sender" will not be considered a valid return.