Returns & Exchanges

 

Hi beautiful, we want you to love your new shoes but understand that in order to find the perfect fit you may need to exchange or return the shoes. 

Please use our return portal to process your exchanges, refunds or store credits

www.luminousassembly.com.au/a/returns

But before you process your return please read the options below and some FAQs about shoes fitting. 

 

FULL PRICE ITEMS - EXCHANGES - Australia

  • If the size is not right for you, you can exchange it for a new size if stock is available. 
  • Exchange may be done through the portal above within 30 days of date of purchase.
  • Shoes must be unworn and in perfect unused condition and returned to us with the original undamaged packaging. We recommend you try them on a carpet to ensure they don't get damaged. 
  • Please process the exchange via the link above. It will provide you with a return address for you to send the shoes back. 
  • Customer is responsible for shipping and handling charges for any returns but we offer free shipping of your new shoe sizes back to you. 

 

FULL PRICE ITEMS - REFUNDS OR STORE CREDITS - Australia

  • If you changed your mind and would like to return the shoes we can provide a refund or a store credit (minus any shipping costs). Please process this via the link above. 
  • Customers are to cover the cost of the return postage unless shoes are deemed to be faulty. We can provide a return label for $12.50 (which would be cheaper than if you go to Australia Post on your own) - this will be deducted from refund/store credit. 
  • Refund or store credit needs to be process within 30 days after shoes have been purchased. 
  • Shoes must be unworn and in perfect unused condition and returned to us with the original undamaged packaging. We recommend you try them on a carpet to ensure they don't get damaged. 
  • Please note original shipping fee (if any) won't be refunded. Refunds processing can take up to 10 business days after shoes have been returned back. Store credits are processed within 1-2 days.

 

ON SALE ITEMS - Australia

  • Sale items cannot be refunded (except where the item is faulty or defective).  
  • Sale items can be exchanged for another size (if size is not available you are eligible for store credit). 
  • Exchange may be done within 30 days from purchase. 
  • Shoes must be unworn and in perfect unused condition and returned to us with the original undamaged packaging. We recommend you try them on a carpet to ensure they don't get damaged. 
  • To exchange the shoes use the returns portal above. It will provide you with return address for you to return the shoes. Customer is responsible for returning the shoes but we are happy to offer free shipping of new shoes been sent back to you. . 

 

EXCHANGES, REFUNDS OR STORE CREDITS -New Zealand

  • Please process your exchange, refund or store credit with link above. 
  • Customers are to cover the cost of the return postage unless shoes are deemed to be faulty.
  • Exchange may be done within 35 days from date of purchase. 
  • Shoes must be unworn and in perfect unused condition and returned to us with the original undamaged packaging. We recommend you try them on a carpet to ensure they don't get damaged. 
  • Please note shipping fee won't be refunded. Refunds processing can take up to 10 business days after shoes have been returned back. 

 

 

FAQS

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

  • Breaking in the shoes: Whilst some shoes may fit you like Cinderella in her glass shoes when you wear them the first time, most shoes require some time to shape to your feet.  We recommend you spend some time wearing them with thick socks at home before you wear them out and about. Some of the styles are particularly much comfier after a few wears (for example the pointed toebox ones). Our shoes are made of leather and generally speaking they will break in and feel better with multiple 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 high: We encourage you to read the description of the shoes and measure the heel height with a ruler. You can then mark the height on the wall and push your heel up to see if it feels too high for you before you even purchase the shoes. 
  • Shoes too long: If you can fit a whole finger 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. You can buy this in any supermarket or pharmacy.
  • Shoes too big. We recommend you first try a full insole and/or heel cushion to see if that solves the problem. You can buy these in any supermarket or pharmacy.  

 

Please check out our sizing charts for sizes, and read all the shoe description and specifications. If you have any questions feel free to contact us via email at hello@luminousassembly.com.au or via the blue Messenger chat box here. 

Thanks so much for all your support 🥰.

 

 

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