SHIPPING & RETURNS
Following are the terms and conditions that constitute our Shipping Policy.
Shipment processing time
All orders are processed within 1-2 business days. Orders are not shipped or delivered on weekends or holidays and should be expected to arrive within 3-5 business days. We will introduce different methods of shipping in the near future.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.
Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.
Customs, Duties and Taxes
Ma Lumière is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
Ma Lumière is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.
Please save all packaging materials and damaged goods before filing a claim and take any pictures of the damage as proof to send to the courier.
We are available to contact through Live Chat or our contact form if needed. We will do our outmost to help you and resolve any issues.
RETURN & REFUND POLICY
If you are not happy with your purchase, we will accept a return of an unused product within 14 days. Once we receive the returned item Ma Lumière will then give a full refund (excluding shipping as we are unable to refund the initial shipping cost of your order).
Please allow 1-2 weeks for your return to be processed.
Discounted items are not eligible for a return.
Ma Lumière will not issue refunds for products purchased through other entities, such as distributors or retail partners.
Returned items must be delivered to us unused, in original packaging and in the condition they were received or may not be eligible for refund or be subject to a restocking fee of 50% of the amount of the product. We cannot be held responsible for items damaged or lost in return shipment, therefore we recommend an insured and trackable mail service.
We are unable to issue a refund without actual receipt of the item(s) or proof of received return delivery.
We aim to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. All goods will be inspected on return.