Your Satisfaction is Our Priority
At Lumien Shop, we understand that purchasing a luxury timepiece is a significant decision. While we strive to ensure complete satisfaction with every acquisition, we recognize that sometimes a piece may not meet your expectations. Our returns policy is designed to provide you with confidence and peace of mind.
To ensure the integrity of our collection and protect all our clients, returns must meet the following criteria:
Returns must be initiated within 14 days of delivery confirmation
Timepiece must be in original, unworn condition with all protective stickers intact
All original packaging, documentation, warranties, and accessories must be included
No modifications, sizing adjustments, or engravings permitted
Our streamlined return process ensures a smooth experience:
Contact our concierge team via email or phone to begin the return process. Provide your order number and reason for return.
Our team will review your request and provide a Return Merchandise Authorization (RMA) number within 24 hours.
We'll arrange for insured shipping with our trusted courier partners. A prepaid label will be provided.
Your timepiece will be collected from your location and undergo thorough inspection by our experts.
Upon successful inspection, your refund will be processed within 3-5 business days.
2-3 business days from receipt of returned item
3-5 business days after inspection approval
Additional 5-10 business days depending on your financial institution
Note: Refunds are issued to the original payment method. For wire transfers or alternative payment methods, processing times may vary.
We're delighted to assist you in finding the perfect timepiece. Exchange requests are handled on a case-by-case basis and are subject to availability.
Limited edition and numbered pieces may have modified return terms. Please review specific terms at purchase.
Vintage and pre-owned watches are final sale unless otherwise specified or in case of authenticity concerns.
Bespoke and specially ordered timepieces are non-returnable once production has commenced.
Items purchased during promotional events may have different return policies as stated at time of purchase.
For our international clients, we provide comprehensive support throughout the return process:
International returns may require additional processing time due to customs clearance. Our team will keep you informed throughout the process.
Our expert team is here to assist you with any questions or concerns.