Support
If you change your mind about your new LUMAZI product for any reason, you may return or exchange it within 30 days of purchase. Please note that shipping charges (whether domestic or international) are non-refundable.
To qualify for a refund, the product must be unused, in new condition, and in its original packaging. Please ensure that the product's tag remains intact, as its removal renders it ineligible for a refund, as stated on the tag. As LUMAZI sets the highest industry standards, we cannot accept returns of products we deem to not be re-sellable. If the product is deemed ineligible for a return or refund, it will be sent back to you.
Once approved, your return or exchange will be processed within 3 to 5 business days. Refunds will be issued to the original method of payment. The amount of time your refund takes to post will vary depending on your bank or credit card company.
Customer Support
If you change your mind about your new LUMAZI product for any reason, you may return or exchange it within 30 days of purchase. Please note that shipping charges (whether domestic or international) are non-refundable.
To qualify for a refund, the product must be unused, in new condition, and in its original packaging. As LUMAZI sets the highest industry standards, we cannot accept returns of products we deem to not be re-sellable. If the product is deemed ineligible for a return or refund, it will be sent back to you.
Once approved, your return or exchange will be processed within 3 to 5 business days. Refunds will be issued to the original method of payment. The amount of time your refund takes to post will vary depending on your bank or credit card company.
LUMAZI offers free shipping for all newsletter subscribers (sign-up below) on all orders within the United States! Just another level of luxury experience you get with LUMAZI, which starts with premium style and quality and culminates with a lifetime warranty.
And just as our premium, full-grain leather is naturally biodegradable, all LUMAZI products ship in eco-friendly packaging with recyclable materials.
Orders will ship within 1 to 3 business days (save for rare occasions which will be communicated clearly through a website banner that will be visible before you place an order). Once shipped, you will receive email confirmation that includes a tracking number. Orders are shipped using various carriers. You can expect it to arrive within 3 to 5 business days for domestic orders, and within 10 to 15 business days for international orders.
LUMAZI offers international shipping to select countries for a flat rate of $20. LUMAZI is not responsible for any customs or VAT fees your country may charge.
If your tracking information shows that your package has been delivered but you haven't received it yet, it's common that USPS may have marked the package as delivered in their system before physically delivering it. If it's been at least 24 hours since the delivery status was updated, check for any notices of attempted delivery left by the courier. If none is found, look around the delivery location (such as your porch or garage) for the package and check with anyone else in your household or with nearby neighbors to see if they accepted the delivery. Finally, ensure that the shipping address used by the carrier matches the one on your order.
If it has been more than 3 business days since your order has been marked delivered and your package still hasn't arrived, or if there are no tracking updates, please contact your courier using the tracking number for further information about the delivery status. Please keep in mind that we have access to the same tracking information as you, so we rely on the courier's updates for details about your package's whereabouts.
LUMAZI offers a limited lifetime warranty against most forms of damage for all of its products! Since LUMAZI uses the highest quality materials available along with the most stringent manufacturing standards, our products only look better with time, developing the famous patina premium leather is coveted for. As a result, this lifetime warranty does not cover conventional aging of the product. The warranty covers cosmetic and functional damages unrelated to normal aging and patina. Lost or stolen products are not covered.
The warranty applies solely to the original purchaser and cannot be transferred. Proof of purchase from an authorized LUMAZI retailer is required. Sales receipts from unauthorized sellers or online auction sites are not accepted.
Replacements are subject to shipping charges and may require damaged products to be sent for inspection, in part so we may continually improve quality control. Failure to comply with these terms may forfeit warranty eligibility. The product is eligible for up to two replacements per year. The warranty lasts for as long as the customer owns the product.
LUMAZI will replace the product with an identical one if available. If the same color of that product is not available, LUMAZI will replace it with a different color. LUMAZI will make every effort to resolve warranty claims with the customer amicably if the product is out of stock in all color variants. Should a dispute arise, the final decision will be made at LUMAZI’s discretion.
SUBMIT A WARRANTY CLAIM
To submit a warranty claim, please email info@lumazi.com with the information listed below. Please be sure to include all requested information to help ensure your claim is approved:
- Full customer name as it appears on your order
- Product description and color
- Order number
- Date of your order
- Proof of purchase from LUMAZI (photo, scan, or screenshot)
- Second and third color preference in case your exact product color is no longer in stock
- Description of the defect or issue
- A photo or video displaying the defect or issue
- A full shipping address and phone number to send your replacement if your warranty request is approved