Question 1

How do I check my order status?

Accepted Answer

You can easily track your order’s progress by logging into your account and navigating to "My Orders." Once your garment passes our final quality check and leaves our team, you will receive a Shipping Confirmation email containing your tracking link to monitor its global journey.

Question 2

What are your order processing timelines?

Accepted Answer

Our processing times vary based on the service you choose:Ready-Made Items: Please allow 2–4 business days for order processing and preparation before shipping.Made-to-Measure: Because this custom-fit service requires precise tailoring, please allow 10–14 business days for production before shipping.Pre-Order Items: Please allow 14–30 business days for production before shipping.

Question 3

I didn't receive an order confirmation email. What should I do?

Accepted Answer

An order confirmation is automatically sent to your email immediately after your purchase. Occasionally, platform delays or a small mistake at checkout can prevent delivery. If you do not see it, we kindly recommend the following steps:Check your Spam or Junk folder: To ensure the email wasn't misrouted.Verify your email address: Kindly double-check that the email provided during checkout is completely accurate.Allow up to an hour: Temporary payment gateway issues can occasionally slow down automated receipts. If you are still unable to locate it, please reach out to us at contact@lumieconcepts.com with your full name, the date of purchase, and your Order Number, and we will happily resend your confirmation.

Question 4

My payment was declined. What should I do?

Accepted Answer

If your transaction fails at checkout, please verify that your billing address matches your bank records and your card is authorized for international e-commerce. If everything appears correct, we recommend contacting your card issuer directly. Should the issue persist, please reach out to our team at contact@lumieconcepts.com—we are here to help!

Question 5

Can I cancel or modify my order?

Accepted Answer

To ensure careful production, you may instantly cancel your order for a full refund by utilizing the "Cancel Order" button found on your Order Status page or within your customer account within exactly 24 hours of purchase. Once this 24-hour window closes, your fabric is cut and allocated to our production team. From that point forward, the order can no longer be canceled, altered, or refunded.For Modifications: If you simply need to update your measurements or change a size within this 24-hour window, please email us immediately with your precise Order Number rather than canceling.

Question 6

How does the Made-to-Measure option work?

Accepted Answer

To utilize this service, please provide the following measurements in your order notes: Bust · Waist · Hip · Height.Important Notice — Design Integrity: Our Made-to-Measure service is strictly dedicated to achieving a perfect structural fit for your body. To preserve the original design, we cannot accommodate requests to alter the silhouette, material, or color (e.g., “Make the hem longer” or “Change the fabric to black”). Please provide only the required measurements. (see the measurement guide below)

Question 7

The measurement guide

Accepted Answer

At Lumie, we believe a flawless design is one that honors and understands the natural architecture of the human form. To ensure your garment is crafted with perfect precision, please refer to our measurement guidelines below:BUST Pass the measuring tape around the fullest part of your bust. Ensure the tape remains horizontal and parallel to the ground across your back. Measure snugly but without tension. We recommend wearing the thin undergarments intended to be worn with the garment.WAIST Guide the tape around the narrowest part of your natural waistline (typically located 3–5 cm above the navel). Relax your body naturally without drawing your breath in. Keep the tape close to the skin while leaving enough ease for comfortable breathing.HIPS Stand naturally with your feet together. Position the measuring tape around the fullest part of your hips (generally 18–20 cm below the natural waistline).HEIGHT Please provide your total height from the top of your head to the floor. This metric allows our atelier to accurately proportion the pattern, balancing the length of the torso, hemline, and drape to best elevate your stature. (If you plan to wear heels with this piece, kindly note your intended heel height).TECHNICAL NOTES:Please use a soft, flexible measuring tape to ensure a natural drape against the body.Please clearly specify your preferred unit of measurement (cm or inches) in your order notes.

Question 8

What does it mean if an item is marked as Pre-Order?

Accepted Answer

Items marked as Pre-Order are currently in the production phase and are not ready to ship immediately. They require a 14–30 business day production timeline before they are beautifully packaged and shipped to you.

Question 9

Exchange Policy

Accepted Answer

We gladly accept exchange requests for a different size within 7 days of the delivery date for all Ready-Made and Pre-Order items. To be eligible, the garment must be completely unworn, unwashed, unaltered, and returned in its original packaging with all tags attached.Made-to-Measure Exception: Items utilizing our custom-fit service are tailored specifically to your proportions. Therefore, they are strictly Final Sale and cannot be exchanged or returned under any circumstances.Important Notice on Return Shipping Costs & Duties:Domestic Customers: You are entirely responsible for the shipping costs incurred when sending the item back to us, as well as the cost of shipping the new size.International Customers: You are entirely responsible for return/exchange shipping costs, plus any applicable import duties and local taxes. The return package must be explicitly declared as "RETURNED GOODS - NO COMMERCIAL VALUE" on the customs form. If Lumie is billed for inbound customs duties due to an incorrect declaration, an invoice will be sent to you to clear the balance before your new size is shipped.

Question 10

Returns & Refunds Policy

Accepted Answer

To maintain the highest standard of quality and protect the integrity of our production process, we do not offer refunds for "change of mind" or incorrect sizing. Refunds are exclusively issued in the event of a manufacturing defect, or if an order is successfully canceled within the strict 24-hour window.To be eligible for a defect refund, you must report the issue to us within 3 days of delivery (see instructions below).Refund Processing: Once an approved refund is initiated, it will be automatically routed back to your original payment method. Please allow 5–10 business days for the funds to officially post to your bank or credit card statement.

Question 11

How to Report a Defective Item?

Accepted Answer

We rigorously inspect every garment before shipping. However, if you receive a faulty item, please contact our team within 3 days of delivery.Important Requirement for Production Review: To help our production team meticulously evaluate the flaw, we require both a video and clear, high-resolution photos of the defect. While an initial unboxing video is highly preferred, your visual evidence must explicitly show the structural issue, along with proof that all original tags remain fully attached and the garment is entirely unworn. Please send this evidence and your Order Number to contact@lumieconcepts.com, and we will swiftly arrange a replacement or a full refund.

Question 12

Order Tracking & Delivery Status

Accepted Answer

Once your order has been shipped, you will receive a Shipping Confirmation email containing your official tracking number.Signature Requirement: To ensure your package safely arrives, a signature may be required upon arrival. If you choose to contact the courier directly to authorize a delivery without a signature (requesting the package be left unattended), you accept full responsibility for any risk of loss, theft, or damage. Please note that Lumie cannot replace or refund packages that go missing after you have instructed the courier to leave them unattended.

Question 13

Do you provide international shipping?

Accepted Answer

Yes, we proudly ship worldwide. All international orders are shipped via our trusted logistics partner, DHL Express Worldwide. Domestic orders within Vietnam are shipped via local trusted couriers.Important Note for International Orders: DHL Express requires a valid physical residential or commercial address for delivery. We are strictly unable to deliver to P.O. Boxes or APO/FPO military addresses.

Question 14

What are your shipping methods and costs?

Accepted Answer

Shipping costs will be calculated at checkout based on your exact delivery destination. We proudly offer the following shipping perks:FREE STANDARD DOMESTIC SHIPPING for orders valued over 2,000,000 VND.FREE STANDARD INTERNATIONAL SHIPPING for orders valued over $600 USD.For orders below these thresholds, or if you require faster delivery, please note the following estimated rates:Domestic (Vietnam): Ho Chi Minh City: ~30,000 VNDCentral & Northern Provinces: ~40,000 – 60,000 VNDInternational (via DHL Express):Basic (approx. $35 USD): The most economical international option.Standard (approx. $70 USD): A balanced option for global transit.Express (approx. $100 USD): The fastest priority routing available. (If you qualify for free Basic shipping but require your item urgently, you may upgrade to Express routing at checkout for a flat fee of $70 USD).

Question 15

What are the estimated transit times?

Accepted Answer

Please note that transit times do not include our production times. Once your garment passes final inspection and is shipped, estimated transit times are as follows:Domestic: 1–2 business days (HCMC) | 3–5 business days (Central/North).International Basic: 8–12 business days.International Standard: 5–7 business days.International Express: 3–5 business days.Important Notice on Delivery Dates: We cannot guarantee the exact day your package will arrive if you choose Basic or Standard shipping. If you need your outfit to arrive by a specific date for an event, we strongly recommend selecting the Express shipping option.

Question 16

Import Taxes & Duties

Accepted Answer

For all international orders, the final price displayed at checkout does not include import taxes or customs duties. Each country has distinct customs regulations. All applicable import duties, local taxes, and clearance fees are determined by your local authorities upon arrival and are the strict, sole responsibility of the recipient. Lumie has no control over these charges and cannot estimate the exact amount.

Question 17

Failed Deliveries & Customs Refusals

Accepted Answer

Lumie is not liable for packages that are returned to us due to an incorrect shipping address provided at checkout, multiple failed delivery attempts, or a customer's refusal to pay their local customs and import duties. In the event a package is returned to us for any of these reasons, the order will not be eligible for a refund. To have the garment re-shipped, the customer will be responsible for purchasing a new shipping label and settling any reverse-transit penalties billed to us by the courier.