Returns & Exchanges

Luminous Assembly Returns & Exchanges

We want you to love your new shoes. Here is the quick summary:

  • Full-price shoes: Return within 30 days of delivery for a refund, store credit, or exchange.
  • Sale shoes: Return within 30 days of delivery for store credit or exchange.
  • Final pairs: Final pairs are not eligible for change-of-mind returns.
  • Returns are for unworn shoes only, please do the indoor fit check before wearing outside.

Free Exchanges & Easy Returns

We’ve made returns simple with our new portal:

  • Exchange: Your first exchange is free. We'll cover your return label and standard shipping of your replacement pair.
  • Store credit: Choose store credit and we'll cover your return shipping.Β 
  • Returns: Prefer a refund? No worries. Return shipping is paid by the customer, with the return-label cost shown in the portal before you confirm your return.

[Start Your Return β†’]

How to Make a Return or Exchange

It only takes a few steps:

  1. Visit our Returns Portal within 30 days of delivery.
  2. Select the shoes you’d like to return.
  3. Choose Exchange, Store Credit or Refund, based on the options available for your order.
  4. Follow the instructions to organise your return label.
  5. Pack your shoes carefully in their original packaging and send them back to us.

Before You Return: A Quick Fit Check

Leather shoes naturally soften and mould to your feet with wear, so a little initial snugness doesn't always mean the fit is wrong.Β 

Before deciding whether to return or not check this:Β 

Before deciding, try your shoes indoors on a clean, soft surface for 5–10 minutes.

Feeling slightly snug?
Leather will soften and give with wear. If they feel painfully tight, however, we recommend trying the next size up.

Feeling too roomy?
A large gap may mean you need to size down. For a small amount of movement, heel grips or insoles can help perfect the fit.

A little rubbing in one spot?
New shoes can sometimes create friction during the first few wears. Blister patches, moleskin tape or our [toe protectors] can help while the leather softens.

Comfort and fit can vary depending on foot shape, so if you’re unsure which size is right, we’re always happy to help.

Australian Returns Policy

    Exchanges

    Your first exchange is free for Australian orders.

    We’ll cover:

    • your return shipping label; and
    • standard shipping of your replacement pair.

    You can exchange for another available size, colour or style through our Returns Portal.

    If you need to exchange your replacement pair again, subsequent return and replacement shipping costs are customer-paid.

    Store Credit

    Choose store credit and we’ll cover your return shipping label.

    Your credit can then be used towards another pair whenever you’re ready.

    Refunds

    Full-price shoes can be returned for a refund to your original payment method within 30 days of delivery.

    For change-of-mind refunds:

    • return shipping is paid by the customer;
    • the return-label cost will be clearly shown in the Returns Portal before you confirm your return; and
    • original shipping charges, where applicable, are not refundable.

    Sale & Final-Pair Returns

    For change-of-mind returns:

    • Sale shoes: exchange or store credit within 30 days of delivery.
    • Final Pairs / Outlet: final sale and cannot be returned for change of mind.

    Your rights in relation to faulty or incorrectly supplied products are not affected by these change-of-mind conditions.

    New Zealand & United States Returns

    Full-price shoes can be returned within 30 days of delivery, unworn and in their original condition and packaging.

    For change-of-mind returns:

    • Full-price shoes: refund or store credit.
    • Sale shoes: store credit.
    • Final Pairs / Outlet: final sale.
    • Return shipping is customer-paid.
    • Original shipping charges are not refundable.

      Faulty or Incorrect Items

      If you believe your shoes are faulty, or we’ve sent you the wrong item, please submit your request through our Returns Portal or contact us at returns@luminousassembly.com.au.

      Our change-of-mind policy does not limit any rights you may have under the Australian Consumer Law. Consumer rights for faulty goods apply regardless of whether an item was purchased at full price or on sale. The ACCC is clear that businesses can set conditions for change-of-mind returns, including excluding sale items, but those conditions cannot remove statutory remedies for faulty products.

      πŸ“© Questions? EmailΒ returns@luminousassembly.com.au

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