FAQ

Frequently Asked Questions

Do you accept returns?

No. Because our products are produced in limited quantities and many items are made to order, all sales are final. We do not offer returns or refunds for sizing issues or change of mind.

If your item arrives damaged or incorrect, please contact us within 7 days so we can replace it.

Can I exchange my item?

We only offer exchanges for damaged or defective items. We do not offer exchanges for sizing or preference.

What happens if my package is lost or stolen?

Once your order is shipped and scanned by the carrier, Lumora Collective is not responsible for:

• Lost packages

• Packages marked as delivered

• Delays in transit

Please contact the carrier using your tracking number.

How long does shipping take?

After your order ships:

• Canada: 2–7 business days

• USA: 3-6 business days
  

Shipping times vary by carrier and location.

How long does production take for pre-orders?

Pre-order items are made specially for you. Production usually takes 2–4 weeks depending on volume.

You’ll receive tracking as soon as it ships.

Will in-stock and pre-order items ship separately?

No. If your order includes both, it will ship together once the pre-order item is ready.

Do you offer local pickup?

Not at this time.

Can I change my address after ordering?

Yes — but you must contact us before your order ships.
Once an order is in transit, we cannot update the address.

Where do you ship?

We currently ship to Canada and the United States only.

How do I contact Lumora?

Email us anytime at:
hello@lumoracollective.ca