FAQs

Ordering:
- How do I place an order?
  - Select the items you want, choose the size and color, and click 'Add to Cart.' Proceed to checkout and enter your shipping and payment information.
- Can I change or cancel my order?
  - Contact us within 24 hours of placing your order to request changes or cancellations.
Pre-Order Process:
- What does pre-order mean?
  - Pre-ordering means you are purchasing an item before it is produced. This method allows us to create garments based on demand, reducing waste and ensuring sustainable production.
- When will my pre-order item be shipped?
  - Pre-order items will be shipped 4-6 weeks after the pre-order period ends. You will receive updates on the production status and a notification once your item has shipped.
Shipping:
- When will my order be shipped?
  - Orders are shipped 6-12 weeks after the pre-order period ends. Shipping times vary based on the selected shipping method.
- How can I track my order?
  - You will receive a tracking number via email once your order is shipped.
- What are the shipping costs?
  - Standard Shipping: $7.99
  - Express Shipping: $15.99
  - International Shipping: Calculated at checkout
Returns and Exchanges:
- What is your return policy?
  - We do not accept returns unless the product is defective or you wish to exchange for a different size.
  - Defective items: If your item arrives damaged or defective, please contact us within 7 days of delivery for assistance.
  - Size Exchanges: Exchanges for a different size are accepted within 14 days of delivery, provided the item is unworn, unwashed, and in its original condition.
- How do I initiate a return or exchange?
  - Contact our customer service team at reach.lumiere@gmail.com to initiate a return or exchange.
Product Information:
- How do I know what size to order?
  - Refer to our size guide on each product page for measurements and fit information.
Payment:
- What payment methods do you accept?
  - We accept major credit cards, PayPal, Apply Pay, Klarna, and Afterpay.