Refund policy

Returns - Returns Policy

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. 

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

  • Breaking in the shoes: We recommend you spend some time wearing them with thick socks at home before you wear them out and about. 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 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.


How to process your returns.

To start a return, go to our return portal here.

Australian customers: You can get a refund, store credit or an exchange on full priced items. Please note that for discounted or on sale items you can only get store credit. And final pairs/final clearance shoes cannot be returned. 

New Zealand and USA customers: You can get a refund or store credit (that you can use to buy an exchange if you want one).  Final pairs/final clearance shoes cannot be returned. 

  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.And please pack the shoes with their respective dust bags and packaging materials to ensure they don't get damaged on the way back. 

You can continue reading for our full Returns and Exchanges policy. 

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

100% LOVE GUARANTEE: Full price items Australia 

  • Because we know that finding the perfect shoe like Cinderella can be tricky, we are giving our lovely customers 30 days from date of purchase to get an exchange, store credit or ask for a refund. 
  • All you have to do is submit a return through our return portal here. 
  • Because we don't want to waste a pair of beautiful shoes and want to find  a new loving home for them, please make sure the returned shoes are unworn and in perfect unused condition and returned to us with the original undamaged shoe packaging. We recommend you try them on a carpet to ensure they don't get damaged or dirty.
  • We kindly ask you to return the shoes back to us but we do offer free shipping of your new shoe sizes back to you if you choose an exchange. 
  • We will process the return, exchange or store credit 1-2 business days after we received your shoes. 

On sale items - Australia

  • Sale items cannot be refunded or exchanged (except where the item is faulty or defective).  
  • Sale items may be returned for store credit. Final pairs/Final Clearance are non returnable. 
  • 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. 
  • All you have to do is submit a return in our return portal here.
  • We will process the store credit 1-2 business days after we received your  shoes. 

 

Refunds or store credits  - New Zealand & USA

  • Please process your refund or store credit as per above. Final pairs/Final Clearance are non returnable. 
  • Customers are to cover the cost of the return postage unless shoes are deemed to be faulty.
  • Exchange may be done within 30 days from date of delivery
  • 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. 


Thanks so much for all your support 🥰.