Shipping, Returns & Refund Policy

Thank you for shopping with HerLumen. This Shipping, Returns & Refund Policy explains how we process orders, ship products, handle returns, and issue refunds.

For any questions, please contact us at support@herlumen.com.

Order Processing

Orders are usually processed within 1–2 business days after your order is placed.

Processing times may be longer during high-volume periods, product launches, holidays, or unexpected operational delays.

Once your order has been processed and shipped, you will receive a confirmation email with tracking information where available.

Shipping Times

Estimated delivery times is between 5-9 days. Shipping times may vary depending on your location, selected shipping method, courier availability, customs processing, and local delivery conditions.

Please note that delivery estimates are not guaranteed. Delays may occur due to circumstances outside of our control, including customs, weather, courier delays, holiday congestion, incorrect address details, or local disruptions.

HerLumen is not responsible for out-of-pocket costs, missed events, or other losses caused by shipping delays.

Shipping Costs

Shipping costs, if applicable, are calculated at checkout based on your shipping address and selected delivery method.

Shipping fees are non-refundable once an order has been shipped, unless otherwise required by law.

If you choose an upgraded shipping option, this fee is also non-refundable once the order has been processed or shipped.

Incorrect or Incomplete Addresses

Please make sure your shipping address is complete and accurate before placing your order.

HerLumen is not responsible for orders that are delayed, lost, returned, or delivered incorrectly due to missing, incomplete, or incorrect shipping information provided by the customer.

If you notice an error in your shipping address, please contact us as soon as possible at support@herlumen.com. We will do our best to update the address before the order ships, but we cannot guarantee changes once processing has started.

If an order is returned to sender due to an incorrect or incomplete address, refused delivery, or failure to collect the package, a reshipping fee may apply.

Lost, Stolen, or Delayed Packages

Once a package is marked as delivered by the carrier, HerLumen is not responsible for lost or stolen packages.

If your tracking shows delivery but you have not received your package, please check with household members, neighbors, your building reception, local delivery point, or the carrier directly.

If your package appears to be lost in transit, contact us at support@herlumen.com and we will help investigate the issue with the carrier.

Return Window

You may request a return within 60 days of receiving your order.

To start a return, email us at support@herlumen.com with your order number and reason for the return.

Returns must be approved by our support team before being sent back. Items returned without approval may not be accepted.

Return Conditions

To be eligible for a return, your item must be returned with all original components, accessories, packaging, manuals, and any free gifts included with the order.

Products must not be damaged due to misuse, improper handling, water damage, dropping, unauthorized modification, or use that goes against the product instructions.

For hygiene and safety reasons, we reserve the right to refuse returns that are heavily used, damaged, incomplete, or not suitable for inspection.

Return Shipping

Customers are responsible for return shipping costs unless the product arrived damaged, defective, or incorrect.

We recommend using a trackable shipping method. HerLumen is not responsible for returns that are lost, delayed, or damaged in transit.

Once your return is approved, our support team will provide return instructions.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Original shipping fees, upgraded shipping fees, customs fees, import duties, and return shipping costs are non-refundable unless required by law.

Damaged, Defective, or Incorrect Products

If your product arrives damaged, defective, or incorrect, contact us within 7 days of delivery at support@herlumen.com.

Please include:

• Your order number

• A clear photo or video of the issue

• A photo of the packaging, if relevant

• A short description of the problem

If the issue is approved, we may offer a replacement, exchange, store credit, or refund depending on the situation.

This policy does not cover damage caused by misuse, accidental damage, water damage, dropping the product, normal wear and tear, unauthorized modification, or failure to follow the product instructions.

Order Cancellations

If you need to cancel or change an order, contact us as soon as possible at support@herlumen.com.

We will do our best to help, but once an order has been processed or shipped, we may not be able to cancel or modify it.

Contact

For shipping, returns, refunds, or product issues, contact us at:

HerLumen
Email: support@herlumen.com
Website: herlumen.com