FAQ

Q: 1. Products

1. How can I choose the right size?Each product page on Luminellari includes a detailed size guide to help you select the most suitable fit.If you find yourself between two sizes, we generally recommend choosing the larger size.You may also refer to our sizing guides across the website or contact our customer support team for additional guidance.If the item you receive does not fit as expected, you may return it in accordance with our return policy. 2. Do you provide custom-made or made-to-measure shoes?At this time, Luminellari focuses on offering curated core collections rather than made-to-measure services.While we do not provide customization options, our range includes a variety of sizes and designs to accommodate different preferences. 3. Where are Luminellari products manufactured?All Luminellari products are handcrafted by experienced artisans in carefully selected manufacturing facilities.Our current production takes place in Hong Kong and Mainland China.We work exclusively with partners who meet our standards for craftsmanship quality, responsible labor practices, and environmental management.If you would like more information about our production process or the origin of a specific product, please feel free to contact our support team.

Q: Delivery

1. How long does delivery take?Delivery timeframes may vary depending on destination and shipping conditions.For the most accurate and up-to-date estimates, please refer to the Shipping Information section on our website. 2. Is expedited shipping available?At present, our 2-day guaranteed delivery service is temporarily unavailable.For current international delivery timelines, please consult the shipping details provided on our website. 3. Do you ship to PO Box addresses?We are unable to deliver to PO Box addresses.Orders placed with a PO Box as the delivery address will be cancelled automatically, so please ensure a valid street address is provided at checkout. 4. How much does shipping cost?We offer free worldwide shipping on all orders.No additional shipping fees will be charged at checkout. 5. How can I track my delivery?You will receive email updates throughout the shipping process.Tracking details are also available by logging into your account and viewing your order information on the website. 6. Where is my order?Once your order has shipped, a tracking link will be sent to your email address.If you believe there is an issue with your delivery, please contact our customer support team as soon as possible—ideally within 10 business days—so we can assist you promptly. 7. Can I change my delivery address?If you need to update your delivery address, please contact us as soon as possible after placing your order.Please note that:Delivery addresses cannot be changed once the order has shippedAddresses cannot be updated to a different country or region.

Q: Refunds

1. When will I receive my refund?All returns are reviewed in accordance with our Return Policy.Once your returned item is received and approved by our team, you will receive a confirmation email, and the refund will be issued to your original payment method.Please note:After the refund is processed, it may take up to 7 business days for your bank or payment provider to reflect the amount in your account, depending on their processing cycle.During sale periods or peak seasons, return processing may take 10–14 business days after the item is received. If you do not see the refund after this timeframe, we recommend contacting your bank directly for the most up-to-date transaction status. 2. Will I receive a full refund for my order?Once your return is approved, you will be refunded the product amount paid, credited back to your original payment method.Please note that refunds are issued in accordance with our Return Policy. Any applicable non-refundable fees (if stated) will be deducted accordingly.

Q: Repairs

1. Does Luminellari offer repair services?We do not currently offer an in-house repair service. However, if you require repair guidance or an assessment, our customer support team will be happy to assist. All products purchased from luminellari.com are covered by a one-year manufacturing defect warranty, subject to evaluation. This warranty applies only to defects in materials or workmanship and does not cover damage caused by normal wear, improper use, or external factors. 2. I believe I received a defective pair of shoes. What should I do?If you placed your order on luminellari.com and believe the item has a manufacturing defect, please contact our customer support team with: Your order number. Clear photos showing the issueOur team will review your request and advise on the next steps based on our assessment. Please do not send the item back until you receive confirmation from our team, as unapproved returns may not be accepted. 3. I received Luminellari shoes as a gift and believe they are defective. Can you help?All defect assessments, repairs, or returns must be processed through the original point of purchase, in accordance with our Return Policy. If the item was not purchased directly from luminellari.com, we recommend contacting the original retailer for further assistance.

Question 1

1. How can I choose the right size?

Answer

Each product page on Luminellaria includes a detailed size guide to help you select the most suitable fit.
If you find yourself between two sizes, we generally recommend choosing the larger size.

Question 2

2. Do you provide custom-made or made-to-measure shoes?

Answer

At this time, Luminellaria focuses on offering curated core collections rather than made-to-measure services.
While we do not provide customization options, our range includes a variety of sizes and designs to accommodate different preferences.

Question 3

3. Where are Luminellaria products manufactured?

Answer

All Luminellaria products are handcrafted by experienced artisans in carefully selected manufacturing facilities.
Our current production takes place in Hong Kong and Mainland China.
We work exclusively with partners who meet our standards for craftsmanship quality, responsible labor practices, and environmental management.
If you would like more information about our production process or the origin of a specific product, please feel free to contact our support team.

Question 4

1. How do I place an order?

Answer

You can complete your purchase on the Luminellaria website either by creating an account or by using guest checkout.

Question 5

2. Which currency will I be charged in?

Answer

Prices are displayed in the currency automatically selected based on your delivery location and will be shown clearly at checkout.
If you wish to view prices in a different currency, you may adjust your delivery destination from the top-right corner of the website.

Question 6

3. What payment methods are accepted?

Answer

We currently accept Visa, Mastercard, American Express, JCB, and PayPal.
Please note that some cards may require authorization from the issuing bank. Additional payment methods may be introduced in the future.

Question 7

4. Do you ship to my country or region?

Answer

Yes. Luminellaria offers worldwide shipping to all countries and regions.

Question 8

5. How long does order processing and delivery take?

Answer

All Luminellaria shoes are handmade to order.
Production typically requires 3–7 business days before shipment.
Once your order ships, you will receive a confirmation email with tracking information.
International delivery usually takes 6–12 business days, though deliveries to remote or rural areas may require additional time.
During promotional periods or high-demand seasons, please allow an extra 2–3 business days for processing and dispatch.

Question 9

6. How much does shipping cost?

Answer

We offer free shipping worldwide.
Please note that shipping carriers and services may vary depending on your destination.

Question 10

7. Will I be charged additional fees or taxes?

Answer

Most orders are shipped on a DDP (Delivered Duty Paid) basis, meaning applicable import duties and taxes are included in the product price.
However, the following countries and regions are not shipped on a DDP basis, and duties or taxes may be charged at checkout or upon delivery:
Albania, Armenia, Aruba, Bahamas, Bermuda, Brazil, British Virgin Islands, Cayman Islands, Egypt, Georgia, Guam, Guernsey, Iceland, Isle of Man, Jordan, Kazakhstan, Laos, Lebanon, Macau, Morocco, Serbia, Uzbekistan, and the U.S. Virgin Islands.
For orders delivered within the United States, applicable local sales tax will be calculated and added at checkout.
If you have concerns regarding fees or charges, please contact our customer support team.

Question 11

8. When will I be charged for my order?

Answer

If you pay by credit card, payment is typically captured once your order is approved and ready to ship.
Your bank or card issuer may temporarily hold the funds during authorization.
If you cancel your order before it is processed, the transaction will be voided and no refund processing will be required.

Question 12

9. How do I know my order was received?

Answer

After placing your order, you will receive an order confirmation email.
Please note that this email confirms receipt of your order request only. All orders are subject to payment approval before processing begins.

Question 13

10. Can I cancel my order?

Answer

Once an order has been confirmed, cancellation is not guaranteed.
If you need assistance, please contact our customer service team as soon as possible.
If you decide not to keep your order, we recommend waiting for delivery and using our return service. Refunds will be issued after the return is received and processed, in accordance with our return policy.

Question 14

11. Do you offer pre-orders?

Answer

At this time, Luminellari does not offer pre-order services.
To secure availability, we recommend placing your order promptly. You will receive email updates throughout the order process.

Question 15

12. Can I add special requests to my order?

Answer

We are currently unable to accommodate special requests on orders.

Question 16

13. Why was my order cancelled?

Answer

Orders are subject to payment verification and product availability.
If we are unable to fulfill your order in the selected style, color, or size, your order will be cancelled.

Question 17

14. My order was cancelled. When will I receive my refund?

Answer

In rare cases where an order cannot be fulfilled, a full refund will be issued automatically.
Our team will contact you directly with details regarding the cancellation. Refunds are typically completed within 7 business days, depending on your bank’s processing timeline.

Question 18

1. How long does delivery take?

Answer

Delivery timeframes may vary depending on destination and shipping conditions.
For the most accurate and up-to-date estimates, please refer to the Shipping Information section on our website.

Question 19

2. Is expedited shipping available?

Answer

At present, our 2-day guaranteed delivery service is temporarily unavailable.
For current international delivery timelines, please consult the shipping details provided on our website.

Question 20

3. Do you ship to PO Box addresses?

Answer

We are unable to deliver to PO Box addresses.
Orders placed with a PO Box as the delivery address will be cancelled automatically, so please ensure a valid street address is provided at checkout.

Question 21

4. How much does shipping cost?

Answer

We offer free worldwide shipping on all orders.
No additional shipping fees will be charged at checkout.

Question 22

5. How can I track my delivery?

Answer

You will receive email updates throughout the shipping process.
Tracking details are also available by logging into your account and viewing your order information on the website.

Question 23

6. Where is my order?

Answer

Once your order has shipped, a tracking link will be sent to your email address.
If you believe there is an issue with your delivery, please contact our customer support team as soon as possible—ideally within 10 business days—so we can assist you promptly.

Question 24

7. Can I change my delivery address?

Answer

If you need to update your delivery address, please contact us as soon as possible after placing your order.
Please note that:
Delivery addresses cannot be changed once the order has shipped
Addresses cannot be updated to a different country or region.

Question 25

1. Can I return an item?

Answer

Yes. Returns are accepted for all orders placed on Luminellaria. To initiate a return, please contact us within 30 days of receiving your order. In line with our return policy, items must be unworn and in original condition to qualify for a return.

Question 26

2. What is your return policy?

Answer

You can review our full Return Policy on the dedicated policy page for detailed terms and conditions.

Question 27

3. Can I exchange an item?

Answer

We offer exchanges on full-price orders placed on Luminellaria within 30 days of delivery, subject to stock availability. Returned items must be unworn and in original condition.
Please note that sale items are not eligible for exchange.

Question 28

4. I purchased an item as a gift. Can the recipient return it?

Answer

Yes, gift returns are accepted within the original 30-day delivery window, provided the return meets our policy requirements. Once this period has passed, we are unable to process returns for the order. All approved returns must be unworn and compliant with our return policy. Refunds will be issued to the original payment method used at checkout.

Question 29

5. I submitted a return request but decided to keep my order. What should I do?

Answer

If you decide to keep your item after submitting a return request, please contact our customer service team as soon as possible and include your order number, so we can update the return status.

Question 30

6. How can I track my return?

Answer

Once your return reaches our facility, you will receive a confirmation email. You may also track the return shipment using the tracking number provided on your return airway bill.
Please allow approximately 7 business days for the return to arrive back at our location.

Question 31

7. I am no longer in the country or region where my order was delivered. Can I arrange a return pickup?

Answer

Unfortunately, return pickups can only be arranged within the country or region of the original delivery. If you need further assistance, please contact our customer support team.

Question 32

8. If my exchange request is declined, will I receive a refund?

Answer

If you notify us within 14 days of delivery and your return meets our policy conditions, we will inform you by email if an exchange cannot be completed due to availability.
In such cases, a refund for the merchandise value will be issued.
This does not apply to sale items.

Question 33

9. Can I place an order using a “buy-many-keep-one” approach?

Answer

All Luminellaria products are made to order, including standard sizes.
For this reason, we are unable to support bulk purchasing with the intention of keeping only one item, as this contributes to unnecessary environmental impact.
If you need assistance selecting the right item, please contact our customer service team before placing your order.

Question 34

1. When will I receive my refund?

Answer

All returns are reviewed in accordance with our Return Policy.
Once your returned item is received and approved by our team, you will receive a confirmation email, and the refund will be issued to your original payment method.
Please note:
After the refund is processed, it may take up to 7 business days for your bank or payment provider to reflect the amount in your account, depending on their processing cycle.
During sale periods or peak seasons, return processing may take 10–14 business days after the item is received. If you do not see the refund after this timeframe, we recommend contacting your bank directly for the most up-to-date transaction status.

Question 35

2. Will I receive a full refund for my order?

Answer

Once your return is approved, you will be refunded the product amount paid, credited back to your original payment method.
Please note that refunds are issued in accordance with our Return Policy. Any applicable non-refundable fees (if stated) will be deducted accordingly.

Question 36

1. Does Luminellaria offer repair services?

Answer

We do not currently offer an in-house repair service. However, if you require repair guidance or an assessment, our customer support team will be happy to assist. All products purchased from luminellaria.com are covered by a one-year manufacturing defect warranty, subject to evaluation. This warranty applies only to defects in materials or workmanship and does not cover damage caused by normal wear, improper use, or external factors.

Question 37

2. I believe I received a defective pair of shoes. What should I do?

Answer

If you placed your order on luminellari.com and believe the item has a manufacturing defect, please contact our customer support team with:
Your order number、Clear photos showing the issue
Our team will review your request and advise on the next steps based on our assessment. Please do not send the item back until you receive confirmation from our team, as unapproved returns may not be accepted.

Question 38

3.I received Luminellari shoes as a gift and believe they are defective. Can you help?

Answer

All defect assessments, repairs, or returns must be processed through the original point of purchase, in accordance with our Return Policy. If the item was not purchased directly from luminellari.com, we recommend contacting the original retailer for further assistance.

FAQ

Products

Orders

Delivery

Returns

Refunds

Repairs

Support

Support

About Us

About Us

Keep in Touch

Get in touch