Returns & Exchanges

Hi there, we want you to love your new shoes.

Returns policy in a nutshell (Australia): If the shoes are not a perfect fit for you, you can get a refund, store credit or an exchange on full priced items. For discounted items or on sale you can get store credit. 

Returns policy in a nutshell (New Zealand and United States): If the shoes are not a perfect fit for you, you can get a refund (shipping costs are not refundable) or store credit (which you can use to get an exchange) For discounted items or on sale you can get store credit.

Customer is responsible for shipping the shoes back to us. 

Before you make a decision on whether to keep your shoes or exchange them please read below:

  • Breaking in the shoes: We recommend you spend some time wearing them with thick socks at home before you wear them out and about. Shoes are made of leather and they will mould to your feet after wears. 
  • Shoes too tight: We recommend you try the shoes first thing in the morning. At night your feet are likely to be swollen. If the shoes feel painfully tight then you would need to go a size up. If the shoes feel only ever so slightly tight they are leather so they will adjust to your feet with time.
  • Shoes too long/big: If you can fit a whole finger or more on the back of your feet/heel then you likely need to go a size smaller. If it's only a small gap we recommend you wear a heel cushion on the back of the heel or try a separate full insole. You can buy this in any supermarket or pharmacy. Or you can buy the heel cushion with us here: https://www.luminousassembly.com.au/products/heel-cushions-and-toe-protectors
 

How to process your returns or exchange

  1. Shoes are to be returned within 30 days from delivery. Make sure the shoes are unworn and in perfect unused condition with their original undamaged shoe packaging.
  2. Send us an email to returns@luminousassembly.com.au with your order number and details of return, exchange or store credit.
  3. Post your return to: Luminous Assembly. PO BOX 9125, Henley Beach South, South Australia, 5022.
  4. Make sure you label the shoes with your name and order number. And please pack the shoes with their respective dust bags and packaging materials to ensure they don't get damaged on the way back. 
  5. Keep your tracking number just in case. 

You can find our full Returns & Exchanges policy here. 

If you have any questions feel free to contact us via email at returns@luminousassembly.com.au or via the Messenger chat box here. 

Thanks so much for all your support 🥰.