FAQ - Frequently Asked Questions

Items are not ready stock.All items are on order. Orders takes 2-3 weeks to arrive from the date orders are placed that week. Orders usually arrive in 2 weeks from the date orders are placed that week however this is not guaranteed as sometimes items need to restock or during busy period. Please email us to check our next order dates. Customers are advised to confirm orders as soon as possible so that your order can be added to our next order date in the meantime and to avoid the possibility of an item selling out.However as stock turnovers are huge and with quantities changing daily, Items can still sell out before our next order date. In this case, the customer has the option to replace the sold out item or choose to take a refund or keep it as credit with us.

Exchange/Refund Policy

All items are ordered specifically for you the customer,  and as such we do not offer refunds,returns or exchanges. We do try our best to ensure that you receive your product in the perfect condition without any defects, however , in the rare situation whereby you do receive a defective item, we will be glad to assist and this may warrant a return or exchange. For more on this please see our refund procedure below.

Item not fitting/Incorrect sizing

In the event of an item not fitting as required, we will try our best to find a buyer for it by advertising it via our social media so it does not leave either party in an unhappy situation . In most cases, we are able to resell it so that you may recoup your money ,this however cannot be guaranteed. Should we be successful, customers have the option to reorder an item or receive a full refund. No refunds shall be given in the event of a delay in customs processing or for any other reason on the courier's end as this is beyond our control and a risk that should be understood and accepted by the customer before placing an order.

Refund/Return Terms

Generally, you may browse the Luma website without providing any personally identifiable information. However, we may ask you to provide personally identifiable information at various times and places on this website. In some cases, if you choose not to provide us with the requested information, you may not be able to access all parts of this website or participate in all of its features, pricing, and product selection.We may collect the following information:

  1. You have 30 days to contact us regarding an item being defective and begin the return process.
  2. Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s worn, damaged, washed or altered in any way.
  3. demographic information such as postcode, preferences and interests
  4. other information relevant to customer surveys and/or offers.

Questions for Us?

Please feel free to Contact Us should you have any further queries

Please note we are currently in Beta release and would love to hear your feedback. Please drop us a mail at feedback@phasionistasa.co.za should you have any complaints, compliments or problems.

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