FREQUENTLY ASKED QUESTIONS (FAQs)
1. What is the difference between Ready-to-Wear (RTW) and Made-to-Measure (MTM)?
Ready-to-Wear items are pre-crafted in standard sizing and are ready for immediate dispatch. Made-to-Measure pieces are tailored specifically to the individual measurements provided at checkout for an optimized fit.
2. What are the production timelines for Made-to-Measure and Pre-Order items?
Made-to-Measure garments require 10 to 21 business days strictly for production and tailoring. Pre-Order items require 14 to 30 business days for production. Please note these timeframes do not include shipping transit times.
3. Can I cancel or modify my order?
Orders can be canceled or modified (e.g., size or measurement updates) within exactly 24 hours of purchase. Once this window closes, fabric allocation begins, and alterations or cancellations are no longer accepted.
4. Are returns or exchanges accepted?
Exchanges for a different size are accepted within 7 days of delivery for RTW and Pre-Order items, provided they are unworn with all tags attached. Due to their bespoke nature, Made-to-Measure items are strictly Final Sale and cannot be exchanged or returned.
5. What should I do if I receive a defective item?
If a structural flaw is detected, please contact customer care within 3 days of delivery. Kindly provide a clear unboxing video and high-resolution photos of the defect, ensuring all original tags remain attached, to facilitate a swift replacement or refund.
6. How do I make a payment?
Lumie currently processes payments via manual bank transfer. Detailed transfer instructions will be provided at Checkout and in the order confirmation email. Please ensure the order number is included in the transfer description.
7. Does Lumie ship internationally, and who pays for customs duties?
Lumie ships worldwide via DHL Express. The final checkout price does not include import taxes. Any applicable customs duties or local clearance fees are determined by the destination country and remain the sole responsibility of the recipient.