Refund policy

Shipping & Returns

Real cashmere. Real hands. Real Himalayas.

Our Commitment

At Lumusae, we bring the rich heritage of 500+ years Himalayan cashmere from a small community directly to your doorstep. We believe in the quality of our product and stand behind it completely. Every detail is designed to ensure confidence in your purchase. We are here to help.

1. Shipping Information

We offer free worldwide shipping on orders of $140 or more. Below $140, shipping is a flat $12.

  • Dispatch: Each piece is carefully inspected and hand-packaged. Orders typically ship within 5-7 business days.
  • Tracking: Once dispatched from Kathmandu, you will receive a tracking number with full visibility every step of the journey.
  • Delivery: We partner with premium courier networks to ensure your package arrives safely and securely.

2. Our 30-Day Return Policy

We want you to feel comfortable buying from us. You have 30 days from delivery to initiate a return, provided the item meets the conditions below. Return options differ slightly by region — see Section 3 below.

Conditions for Return

To maintain the integrity of our artisan-crafted garments, items must be:

  • In their original condition
  • Unworn, unwashed, and untagged
  • Free from any signs of wear

Returns we cover in full — free label, no fee, cash refund

If something is genuinely our responsibility, we send a prepaid return label and refund you in full to your original payment method, with no fee deducted, anywhere in the world. This applies to:

  • Quality: a genuine quality issue with the cashmere or its construction.
  • Wrong item: you received a different item from the one you ordered.
  • Colour that substantially differs: if the colour you receive is genuinely different from what is shown on our product pages (not simply natural or dye-lot variation), send us a photo and we will cover it, no fee.

Sizing & colour-variation returns — store credit, no fee

Because our product pages list detailed size measurements and note that colours can vary slightly from screen to hand, returns for these reasons are issued as store credit for the full product value, with no fee ever deducted — worldwide. How you get the item back to us differs by region; see Section 3. UK and EU customers: see Section 5 below for your separate 14-day statutory cancellation right, which works differently from this store-credit policy.

  • Sizing: each product page lists detailed measurements, so please check them before ordering. If the fit still isn’t right, see Section 3 for how to return it — or exchange it instead for free (see Exchanges below).
  • Colour: colours can look different in person than on screen — undyed pieces carry natural tone variation, dyed pieces can vary a little by dye lot, and your screen, monitor and lighting all shift how tones appear. This variation is expected; see Section 3 for how to return it.

3. How to Return (By Region)

Orders within the USA

Returns are sent to our dedicated US-based facility. Every US return ships on a prepaid label we provide — you never have to arrange your own shipping.

  • Quality, wrong item or substantial colour mismatch: email us and we will send you a complimentary prepaid US return label. Once received and inspected, we refund you in full, no fee.
  • Sizing or colour variation: email us and we will send you a complimentary prepaid US return label. Once received and inspected, we issue store credit for the full product value, no fee.
  • Process: drop off at your local carrier with tracking. We are here to help and will do the rest.

International Orders (Outside the USA)

Returns are sent to our processing center.

  • Quality, wrong item or substantial colour mismatch: email us first and we will provide a prepaid return label covering the full cost of return shipping, at no cost to you, and refund you in full.
  • Sizing & colour variation: arrange and pay for return shipping yourself using a trackable postal service. Once received and inspected, we issue store credit for the full product value — no additional fee.
  • Tracking: we strongly recommend a trackable postal service, as we cannot be responsible for uninsured returns sent without confirmation.

4. Refunds, Credit & Exchanges

Refunds & credit: once your return is received and inspected at our facility, quality, wrong-item and substantial-colour-mismatch returns are always refunded in full to your original payment method, at no cost to you, in any region, within 5-7 business days. For sizing and colour-variation returns, worldwide, we issue full-value store credit — no cash refund, no fee; US customers get a free prepaid label to send the item back, international customers arrange and pay their own return shipping.

Exchanges: prefer a different size, colour or style? US exchanges are always free — we send a prepaid label and ship your replacement to you at no cost, for any reason. International exchanges: for quality or wrong-item issues we cover shipping both ways; for sizing or change-of-mind exchanges you cover the return shipping and we ship your replacement free.

5. UK & EU Statutory Cancellation Right

If your order is being delivered to the United Kingdom or European Union, you also have a legal right to cancel your order for any reason within 14 days of delivery, under UK/EU consumer contract regulations. This right is separate from, and works differently to, the 30-day store-credit policy in Sections 2-4 above.

  • How to cancel: tell us within 14 days of delivery that you wish to cancel (email support@lumusae.com), then send the item back to us within a further 14 days.
  • What we refund: the full product price, in cash to your original payment method, plus the cost of our standard delivery to you (the $12 flat rate if you paid it; nothing further if your order qualified for free shipping over $140). We are not required to refund any faster or upgraded shipping you chose above our standard option.
  • Return shipping cost: you are responsible for the cost of sending the item back to us, unless the reason is a genuine quality issue, wrong item, or substantial colour mismatch — in which case Section 2 applies and we cover it, no matter which right you use.
  • Condition: please handle the item only as you would in a shop to assess it. Excessive wear beyond that may result in a deduction reflecting the reduced value.
  • Refund timing: within 14 days of us receiving the item back (or your proof of sending it).

Using this statutory right does not affect your rights for faulty, wrong, or substantially mismatched items, which remain free to return at any time within our full 30-day window.

Start a Return

To begin the process, please contact our concierge team at support@lumusae.com with your order number. We are here to help and will do the rest.