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 are prepared to offer free 6-business Direct Shipping on all orders.

• 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 "Risk-Free" Return Policy

We want you to feel the comfort of our cashmere without worry. You have 30 days from delivery to initiate a return for any reason.

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

When We Accept Refunds

Sizing: If you select return because the size does not fit as expected, the return shipping cost is the customer's responsibility.

Quality: If there is a genuine quality issue with the cashmere or construction, this is a Lumusae responsibility. We cover the cost of return shipping and provide a full refund.

Color: If the color appears different on arrival, please reach out with photos. We are transparent about monitor differences and dye-lot variation, but if the color substantially differs from our product images, we'll cover return costs and process a full refund. Color variances alone do not qualify for a free return.

3. How to Return (By Region)

Orders within the USA

We offer a completely free returns experience for our US customers. To initiate your return process:

• Free Prepaid Label: We'll email you a complimentary prepaid return label at no cost.
• Local Processing: You will ship your return to our dedicated US-based facility.
• Process: Simply drop off at your local carrier with tracking. We will help and will do the rest.

International Orders (Outside the USA)

We are committed to offering a seamless returns experience for customers worldwide. All international returns now qualify for complimentary return shipping.

• Return Shipping: International customers receive a prepaid return label covering the full cost of return shipping to our processing center.
• Tracking: We strongly recommend using a trackable postal service as we cannot be responsible for uninsured returns sent without confirmation.

4. Refunds & Exchanges

Refunds: Once your return is received and inspected at our facility, a full refund will be issued within 5-7 business days.

Exchanges: If you would prefer a different color or style, we are happy to process an exchange with complimentary return shipping for all customers worldwide.

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.