FAQs

WHERE IS MY ORDER?

Your order will go through a processing time of 2-5 business days before it is dispatched for shipment. Once your order has been dispatched, we will send you a tracking number via email to track the progress of your package. Please make sure to provide the correct and secure shipping address during checkout.

While we strive to ensure timely delivery, Lumiere 18 cannot be held responsible for lost packages that have been delivered to the correct location. If you have any concerns or further inquiries about the status of your order, please don't hesitate to contact our customer support team.

CAN I MAKE CHANGES TO MY ORDER?

You can contact us as soon as possible if you would like to make any changes to your order. Our customer support team will try our best to accommodate your request, However we cannot guarantee the amendments can be made if the order has already been processed.

CAN I AMEND MY DELIVERY DETAILS?

If you have made a mistake with your delivery address, please contact us at support@lumiere18.com or WhatsApp +61450826336 immediately so we can amend your order. We will try our best to accommodate your request, however we cannot guarantee the amendments can be made if the order has already been processed. We not liable if the incorrect or missing shipping information is provided at checkout.

CAN I CANCEL MY ORDER?

If you wish to cancel your order for any reason, please send us an email to support@lumiere18.com or WhatsApp +61450826336 as soon as possible. We will make every effort to accommodate your request. For every order cancellation, a processing fee of 5% of total order amount will be charged and deducted in the refund amount to your original payment method.

WHAT ARE YOUR SHIPPING COSTS?

Orders over USD $60 always ship for FREE- no promo code needed. For orders under USD60, there is a flat rate delivery charge of US$6.90 worldwide.

WHERE DOES LUMIERE 18 SHIP TO?

Yes, we ship worldwide! Please note that we do not ship to PO Boxes or military addresses (APO, FPO or DPO).

WHERE IS MY ONLINE ORDER BEING SHIPPED FROM?

We dispatch items from multiple warehouses in Malaysia, China and Australia subject to product availability. Therefore, you may receive multiple parcels from different senders for one order.

HOW LONG WILL IT TAKE FOR MY ORDER TO BE SHIPPED?

Orders will be shipped to the shipping address provided at checkout. Please refer to our Shipping Info for estimated delivery time. Kindly note that we do not ship to PO Boxes or military addresses (APO, FPO or DPO).

HOW CAN I EDIT MY SHIPPING ADDRESS?

If you wish for your order to be sent elsewhere, kindly contact us here as soon as your order has been placed, and we will make the necessary adjustments IF the order has not been processed.

WHAT HAPPENS IF MY ORDER FAILED TO BE DELIVERED OR PICKED UP?

As the recipient, you are responsible for any subsequent costs incurred for parcels returned to our warehouse due to failed attempted deliveries, insufficient/incorrect delivery information or failure to retrieve parcels from delivery canters. Standard shipping fees will be incurred for all parcels re-sent from our warehouse.

WILL I BE CHARGED HANDLING, DUTIES AND TAXES?

You may be charged for duties, taxes or any surcharges which may be imposed by your country as your order passes through customs. Any charges on a parcel shall be paid and borne by the person receiving the parcel. Please note that we do normally declare a lower value for all parcels to reduce the risk of being taxed.

WHAT IS LUMIERE 18'S REFUND & EXCHANGES POLICY?

Exchange is NOT AVAILABLE for any purchase from Lumiere 18, all returns can only be refunded subjected to the eligibility and requirements according to our Return Policy.

HOW DO I PROCEED FOR A REFUND?

Please contact our customer support team at support@lumiere18.com within (7) seven days of receiving your order and we will be happy to assist! Have a read of our Return Policy to ensure that your item is eligible for a return before contacting our team. 

WHEN WILL I RECEIVE MY REFUNDS?

Once your order arrives back at Lumiere 18, it may take up to 5 business days for your refund to be processed and verified. We will be in touch via email.

WILL MY SHIPPING FEE BE REFUNDED?

Refund value is based on the product(s) purchased only. Shipping fee will not be refunded or be available to be used as a store credit.

ARE RETURNS FREE?

Note that the cost of the return parcel will be borne by you. We recommend shipping the parcel with the most cost-effective shipping method that is available, which includes tracking.

WILL YOU RESTOCK ITEMS?

Yes, we do restock items based on availability. To stay updated, click 'Notify When Back In Stock' to receive email notifications when the items are restocked.

ARE YOUR PRODUCTS FIT TRUE TO SIZE?

Please note that our sizes tend to run small. Our size M typically fits those who would usually wear an XS/S, while our size L is designed for those who would typically wear an M/L.

For our 'One Size' items, they are generally suitable for ladies weighing approximately 40-60kg. However, we still recommend referring to the specific measurements provided on each product page for the most accurate fit.

If you have any further questions or need assistance with sizing, please don't hesitate to reach out to our customer support team. We are always here to help you find the perfect fit.

WHERE DO I VIEW THE SIZE INFORMATION OF A PRODUCT?

You can view the size chart provided on each of the product pages.

ARE THE PRODUCT IMAGES SHOWN AN ACCURATE REPRESENTATION OF THE ACTUAL PRODUCT?

Yes, we strive to ensure that the product images displayed on our website provide an accurate representation of the actual products. However, please note that due to variations in lighting, monitor settings, and individual perception, there may be slight differences in color or appearance. We recommend reading the product descriptions and specifications for additional details.

WHAT CURRENCY WILL MY ORDER BE PROCESSED IN?

All orders on our website will be processed in US Dollars (USD). The currency converter is a convenient tool for your reference and only provides an estimated value.

An international transaction fee may be charged to you by your credit card company and the actual conversion rate may varies from the value shown on our website. Please check with your credit card issuer if you have any questions.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We currently accept payment from Visa/ MasterCard credit cards, debit cards, and PayPal.

HOW SECURE IS MY PAYMENT?

We take the security of your payment very seriously. At Lumiere 18, we use industry-standard encryption technology to ensure that your payment information is securely transmitted and protected. We partner with trusted and reputable payment gateways to process your transactions securely. Additionally, we do not store your payment details on our servers to further enhance the security of your information. Rest assured, we prioritize your privacy and security throughout the payment process.

WHY WAS MY PAYMENT DECLINED?

There could be several reasons why your payment was declined. Common reasons include insufficient funds, incorrect payment details, exceeded credit limit, or security concerns flagged by your bank or payment provider. We recommend double-checking the payment information you entered to ensure accuracy. If the issue persists, we suggest contacting your bank or payment provider to inquire about the specific reason for the decline. Our customer support team is also available to assist you in any way we can to resolve the payment issue.