Refund policy

The Lumi Loop Promise

We want you to love your new look! Because our nails are handcrafted art pieces designed for your fingertips, we handle returns with care and specific guidelines to ensure safety and quality for everyone.

1. Hygiene & Safety (The Golden Rule)

Due to the nature of our products and sanitary standards, we cannot accept returns or exchanges on any nails that have been worn, tried on, or had the packaging seal broken. We want every "busy mom" and customer to know that the nails they receive are 100% new and hygienic.

2. Return Eligibility

We accept returns for store credit or refunds only under the following conditions:

  • The request is made within 14 days of delivery.
  • The item is unopened, unused, and in its original packaging (plastic seal intact).
  • Accessories (glue, tabs, files) must be unused.
  • Note: Customers are responsible for return shipping costs unless the item arrived damaged.

3. Sizing Issues

We know guessing sizes can be tricky! However, because each set is handcrafted, we cannot offer refunds if the wrong size was ordered.

  • Recommendation: If you are unsure about your size, please refer to our Size Guide or purchase a Sizing Kit before ordering your main set.
  • If you ordered the wrong size but haven't opened the package: You may return it for an exchange (shipping costs apply).

4. Damages or Wrong Items

Did we make a mistake? Did the package arrive crushed? We are so sorry! Please email us at [lumiloop1@gmail.com] within 48 hours of delivery with:

  1. Your Order Number.
  2. A clear photo of the damaged/wrong item. We will immediately send a free replacement or issue a full refund. No need to return the broken item.

5. Order Cancellations

Since our nails are often made-to-order or prepared specifically for you:

  • Within 24 Hours: You may cancel your order for a full refund, no questions asked.
  • After 24 Hours: Our artists may have already started crafting your set or packing your order. Cancellations after this window may be subject to a 15% restocking/materials fee.

6. Lost Packages

Once the package leaves our studio and is scanned by USPS, Lumi Loop is not responsible for lost or stolen packages. However, we will do our best to help you file a claim with the carrier to track it down.