FAQ

📦 FAQ - Frequently Asked Questions

❓ Where do you ship?
We currently ship only within the United States, covering all states and regions 🇺🇸.

❓ How long does it take for my order to arrive?
All orders are processed within 15 business days.
You will receive a tracking number as soon as your order ships.

❓ What payment methods do you accept?
We accept major payment methods, including:

Credit and debit cards (Visa, MasterCard, Amex, Discover)

Apple Pay

Google Pay

Shop Pay

All payments are secured with encryption.

❓ What is your return policy?
You have 14 days from the date you receive your order to request a return.

To be eligible:

The item must be unused, with tags, and in its original packaging.

Proof of purchase is required.

To request a return, please email lumoplush@gmail.com.
Returns sent without prior authorization will not be accepted.

❓ What if my order arrives damaged or incorrect?
If your product arrives defective, damaged, or different from what you ordered, contact us immediately at lumoplush@gmail.com.
We’ll resolve the issue as quickly as possible!

❓ Are all products eligible for return?
No. The following items cannot be returned:

Customized or made-to-order products

Personal care items

Sale items or gift cards

❓ Can I exchange my product for another?
We do not offer direct exchanges at this time.
If you want a different item, we recommend:

Requesting a return of the current item.

After approval, making a new purchase for the desired item.

❓ Still have questions?
Contact us at lumoplush@gmail.com 💛
We’re happy to help!