EU Return & Exchanges

This page applies to customers based in the European Union. For all other regions, please visit our Return & Exchanges page.

We want you to be happy with your purchase. If for any reason an item does not work out, our team is happy to assist you in accordance with EU consumer rights law and the guidelines below.

Our pieces are produced in limited quantities and with significant craftsmanship. For this reason, all returns and exchanges are accepted only under the conditions and within the timeframes outlined below.

We do not accept returns or exchanges for:

• Items without original tags
• Items that have been worn, washed, or used
• Pre-order or personalized items
• Sale items

To initiate any return or exchange, please contact help@mamaluma.com within the applicable timeframe.

Right of Withdrawal (Cooling-Off Period)

Under EU Directive 2011/83/EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise your right of withdrawal, you must notify us within 14 days of delivery by contacting help@mamaluma.com. Once notified, you have an additional 14 days to return the item(s) to us.

Returns (Refund or Store Credit)

To be eligible for a return:

• Items must be unworn, unwashed, and in original condition
• Original tags and packaging must be intact

Timeframes

• Within 14 days of delivery (EU cooling-off period):
  Eligible for a refund to the original payment method
• After 14 days and up to 15 days:
  Eligible for store credit only
• After 15 days:
  Returns are not accepted

Refunds (If Applicable)

If your return is approved:

• Refunds are issued to the original payment method
• Processing time: 3–5 business days after inspection
• Refund will be processed within 14 days of receiving the returned item

If a returned item is found to be used, washed, or damaged, the refund will be rejected and the item will be returned to the sender.

Return Shipping

• All return shipping costs, customs duties, VAT, and clearance fees are the responsibility of the customer
• Returns must be marked as "Returned Goods – No Commercial Value"
• Shipments with charges applied to Mama Luma will be refused
• We recommend using a trackable shipping service

International Return Address

Mama Luma Returns (Nexport Fulfillment)
Shippex Warehouse, No: 4, Plot 2
Dubai Investment Park-1 – NVLG-1
Dubai, UAE

Sale Items

• Sale items are not cash refundable
• Eligible for store credit only, if returned within the allowed timeframe

Exchanges

• Exchanges are accepted within 15 days of delivery
• Items must meet the same condition requirements as returns
• All exchange shipping costs are the responsibility of the customer
• Exchanges are limited to two per order

Due to processing and transit time, exchanges may take longer than placing a new order.

Pre-Order Items

• Pre-order items are custom made upon purchase
• Delivery may take an additional 5–10 business days
• Pre-order items are non-refundable

Order Cancellations

You may cancel your order before it has been processed and shipped, in line with your EU withdrawal rights. Please contact help@mamaluma.com as soon as possible.

Once an order has been shipped, if the customer refuses delivery for any reason — including but not limited to cancellation requests, customs issues, duties, taxes, or failure to accept delivery — the order becomes non-refundable.

Seasonal Sales (Black Friday, Cyber Monday)

• Not cash refundable
• Eligible for store credit only
• All return and exchange shipping costs are borne by the customer

Customer Support

Customer satisfaction is important to us, and our team is here to help clarify any questions.

Please contact help@mamaluma.com before sending any return.