Return & Exchange Policy

At LuminaDonna, every piece is meticulously and specially crafted for you.
The entire process, from design to tailoring, is shaped according to your order and specific measurements.

This approach makes every product unique, which means our return and exchange conditions differ from mass-produced items.

✨ About Custom Made-to-Order Production

All products in the LuminaDonna collections are:

  • Produced upon order
  • Tailored to personalized measurements, models, or preferences
  • Not mass-produced

For this reason, returns or exchanges are not possible under the right of withdrawal.

This policy is in compliance with Consumer Protection Laws and the relevant
Distance Sales Regulations regarding personalized goods.

❌ Non-Returnable & Non-Exchangeable Cases

Returns or exchanges are not accepted in the following cases:

  • Products manufactured with personalized measurements and requests
  • Products that cannot be resold due to hygiene and usage reasons
  • Orders where the production process has already started or been completed
  • Subsequent change requests in measurement or model preferences

Since the production process begins immediately after order confirmation,
cancellation is not possible.

🤍 Manufacturing Issues

Your satisfaction is very precious to us.

If you believe there is a manufacturing defect in your product:

  • Within 7 days from the date you received the product
  • You can contact our customer service in writing

The product will be inspected in detail.

Based on the Inspection Results:

  • If a manufacturing defect is detected →
    It will be repaired or reproduced free of charge
  • In cases caused by the user → Returns or exchanges are not possible

🚚 Damage During Delivery

When receiving your cargo:

  • If you notice damage to the packaging or the product
  • A Cargo Damage Assessment Report must be filed with the courier

Unfortunately, damage reports without an official assessment report cannot be processed.

📏 Measurement and Order Responsibility

  • Measurements and preferences provided during the order belong to the customer
  • Returns or exchanges cannot be made for reasons of “fit” for products
    produced according to confirmed measurements

We recommend that you carefully check your measurements before ordering.
We are happy to support you at every stage.

📬 How Can I Follow the Process?

All notifications are shared through:

  • The My Account > Messages area
  • Or via our customer service channels

🌸 Final Word

At LuminaDonna, every design is a special story crafted just for you.
Therefore, we prioritize flawless production and attentive service over returns.