Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
Find answers to the most common questions about our products, shipping, returns, and more. If you can't find what you're looking for, please contact us at hello@lumrobe.com.
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ORDERING
Q: How do I place an order?
A: Simply browse our collection, select your size and color, and add the item to your cart. Proceed to checkout when you're ready, and follow the steps to complete your purchase.
Q: Can I modify or cancel my order after it's placed?
A: Because all our items are made-to-order, we can only modify or cancel orders within 6 hours of placement. Please contact us immediately at hello@lumrobe.com if you need to make changes.
Q: Do you offer gift cards?
A: Yes! Digital gift cards are available in various amounts and can be sent directly to recipients via email.
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SHIPPING
Q: How long does shipping take?
A: Production takes 2-5 business days, then shipping times depend on your location:
- United States: 3-7 business days
- Canada: 5-10 business days
- Europe (UK, EU): 5-10 business days
- Australia & New Zealand: 7-14 business days
- Rest of World: 10-20 business days
Q: Do you offer free shipping?
A: Yes! Free shipping on all US orders over $75. International shipping rates are calculated at checkout.
Q: How do I track my order?
A: Once your order ships, you'll receive a confirmation email with a tracking number and link.
Q: Will I be charged customs or duties?
A: International orders may incur customs duties or taxes depending on your country. These charges are the customer's responsibility.
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PRODUCTS & SIZING
Q: How do your sizes run?
A: Our sizes generally run true to size. Please check the size chart on each product page for specific measurements before ordering.
Q: What materials do you use?
A: We use premium, soft, and durable fabrics for all our products. Specific material details are listed on each product page.
Q: How should I care for my LUMROBE items?
A: For longevity, we recommend washing inside-out in cold water and tumble drying on low. Avoid bleach and harsh detergents.
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RETURNS & EXCHANGES
Q: What is your return policy?
A: We offer hassle-free returns within 30 days of delivery. Items must be unworn, unwashed, and in original condition. Please contact us at hello@lumrobe.com to initiate a return.
Q: Can I exchange an item for a different size or color?
A: Yes, exchanges are available within 30 days. Please reach out to hello@lumrobe.com with your order number and exchange request.
Q: When will I receive my refund?
A: Refunds are processed within 5-7 business days after we receive your returned item.
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PAYMENT
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and Shop Pay.
Q: Is my payment information secure?
A: Absolutely. All transactions are encrypted and processed through Shopify's secure payment gateway. We never store your payment details.
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CONTACT
Q: How do I contact customer support?
A: Email us at support@lumrobe.com. We typically respond within 24-48 hours, Monday through Friday.
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Still have questions? We're here to help. Email us anytime at hello@lumrobe.com.