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Do you wish to return your product received? Do not worry, we ensure hassle-free returns. Click to know more!
I need to return an item, how do I arrange for a pick-up?
I need to return an item, how do I arrange for a pick-up?
If you wish to return your complete order or part of your order you may do so by filling out a “Return Form” or kindly find the attachment. Alternatively, it was sent to your email address along with your invoice or order confirmation. Please fill in the product number, account number (associated with your Lumiere32 account), and the reason for return and send us a scanned copy at sales@lumiere32.my or hand over the original return form to our pick-up driver.
Alternatively, you can fill out our online form here.
Please also fill in the refund method given at the bottom of the Return form. Please select the first option, if you wish to refund the amount to your credit or Debit card*. Please select the second option i.e. Credit points*, if you wish to credit the refund amount in your online wallet.
Credit points (Request for credit points & we will add credit points to your account for future purchases; 1MYR = 1 credit point, with no expiry of those credit points)*.
Strictly- All "requests to return" should be made within 7 days from the Date of Delivery.
The expected refund timelines are as below:
Debit Card 5-7 business days*
Credit Card 7-21 business days*
Can I add an item to my order after I have placed the order?
Can I add an item to my order after I have placed the order?
Unfortunately, you cannot add any product once you have placed an order. However, you can simply place another order. (Within 6 hours of your last order, we will waive your Delivery fee on 2nd Order - if required/eligible*)
How to request for a replacement?
How to request for a replacement?
If you request a replacement because the wrong item is shipped to you or the item you received is defective, you may Request For Return. We will waive delivery charges for the replacement of the wrong or defective item/items shipped. If the replacement product’s total value is less than the actual product delivered, we will not refund any additional amount rather we will add the difference (if any) to your online wallet in form of Credit Points*.
In case you wish to replace the product because you changed your mind after you received your order, you may request a return and place an order for a new item that you wish to order. Please note that if the cart value is less than RM150, you might have to pay for the standard delivery fees.
Credit points (Request for credit points & we will add credit points to your account for future purchases; 1MYR = 1 credit point, with no expiry of those credit points)*.
Why was my order cancelled by Lumiere32?
Why was my order cancelled by Lumiere32?
Your order may have been cancelled due to any of the following reasons:
If the product is out of stock or is discontinued.
Inaccuracies or errors in pricing information.
We will inform you about the cancellation of your order and share details if the order is partially or completely cancelled.
We shall contact you if any additional information is required to accept your order.
Do you allow exchanges?
Do you allow exchanges?
Unfortunately, we do not allow exchange in any circumstances.
What is the pickup process?
What is the pickup process?
Once you have requested a replacement and/or complete return, we will schedule the pickup of the originally delivered product. Please fill in the return form before you hand over the products to the pick-up person. Please ensure that product is in unused and original condition. Include all labels, original packing, and invoice along with the product. We arrange pickup from most of our customer locations.
Click here for the Return Form
Please follow the instructions for a seamless reimbursement process:
Include all labels, original packing, and invoice along with the product.
Pack the item safely to ensure there is no damage in transit
Mention the product Id of the item given on the invoice, input the reason for the return
Tick the appropriate box for the method of refund
We will try our best to arrange a pick-up on your preferred date and time. If in case we are not able to match the pick-up schedule on your preferred date and time, our Customer Support Officer will update you on the next available slot for pick-up.
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