TERMS

These Terms and Conditions (“Terms”) apply when you purchase products from LUMEME. By placing an order on our platform, you agree to these Terms, which form a legal contract between you and the brand or designer offering the item you have purchased. By placing an order through the LUMEME website, you agree to be legally bound by these Terms and confirm that you are at least 18 years of age. If you do not agree to these Terms, please do not proceed with a purchase.

Placing an order
Once you place an order via our website, you’ll receive an order summary detailing the items you selected. Please note, this summary does not constitute acceptance of your order. At this stage, we are still processing and reviewing the order details.

Pre-acceptance checks
After receiving your order, we carry out several checks to ensure:

• The product is available and in stock
• The pricing displayed is accurate
• Your payment information has been validated
• The order passes our anti-fraud and security verification processes

While we aim to ensure all product details, descriptions, and images on our website are as accurate as possible, occasional errors may occur. If we detect any such issues during our checks, we may be unable to accept your order.

If we cannot accept your order
In the event we’re unable to accept your order—for example, due to stock unavailability, pricing discrepancies, or failed payment validation—we will notify you by email and you will not be charged for the item(s).

Order acceptance & contract formation
Your order is officially accepted once you receive a dispatch confirmation email from LUMEME. At this point, a legal contract is formed between you and the brand or seller of the item(s) you purchased. If we are unable to accept your order, we will inform you via email.

All prices are listed in AED and include 5% UAE VAT.

For orders delivered within the United Arab Emirates, no additional taxes or import duties apply at the time of delivery. If we begin shipping to international destinations (such as KSA or the wider GCC), please note that customers will be responsible for any applicable customs duties, taxes, or import fees charged by the destination country. These charges are not included in the product price or shipping cost and must be settled directly with the local authorities or courier upon delivery. We recommend checking with your local customs office for more information before placing an international order.

Changed your mind? Here's how cancellations work

Can I cancel my order?
We hope you love what you’ve chosen — but if you’ve changed your mind, here’s when you can cancel or return your order:

• You may cancel your order in 24 hours since you received your dispatch confirmation email from us.
• After receiving your order, you may request a return within 7 days of delivery.

Please note: If your order includes items from multiple designers or arrives in separate shipments, the return window begins from the date the final item in that shipment was delivered.

Returns requirements & refunds

If you cancel your order or return an item because you’ve changed your mind, we will refund the product price. To qualify for a full refund:

• Items must be unused, unworn, and in original condition
• All original packaging, tags, and included accessories must be returned

Deductions from refunds

If the returned item is damaged, incomplete, or shows signs of use beyond what would reasonably occur when inspecting a product in-store, we may make a deduction from your refund. Items must be returned in a resalable condition to qualify for a full refund. Refunds will be processed to your original payment method within 5–10 business days after the returned item is received and inspected.

What can’t be returned

We appreciate your understanding, but certain items aren’t eligible for return. This includes products that show signs of:

• Damage caused by misuse, neglect, or accidents
• Normal wear and tear
• Alteration or use beyond reasonable handling for inspection

If an item is returned that is not faulty or not eligible under our returns policy, it will be sent back to you at your own expense.

Return delivery service

To make returns easy and secure, we arrange all returns using our trusted delivery partners. This service is available to our customers across the UAE. You’ll receive a delivery reference number once your return is scheduled, so you can track its status every step of the way. 

The following terms apply in addition to our general Terms & Conditions:

LUMEME is authorised by the designer or brand (the “seller”) to act on their behalf as an undisclosed agent. While your purchase contract is formed with us directly, the ultimate responsibility for the product lies with the individual seller. Although we do not typically disclose seller identities, we are happy to provide this information upon request. Any reference throughout these Terms to a contract with the seller should be read in the context of our role as their authorised agent. If you are dissatisfied with a product or service, we encourage you to reach out to us. While we cannot guarantee the actions of third-party sellers, we will work closely with both you and the seller to help resolve your concern. Product prices on the website include VAT as required under applicable tax regulations. Delivery fees, where applicable, will be added separately at checkout and may also be subject to VAT. All charges are clearly displayed before you confirm your order.

Legal information

Your rights under UAE law:
As a consumer in the UAE, your statutory rights under Federal Law No. (15) of 2020 on Consumer Protection apply. These rights include protection for products that are faulty, damaged, or not as described. Nothing in these Terms affects your legal rights.

If we breach these terms
If we fail to meet our obligations under these Terms, we will be responsible for any foreseeable loss or damage caused by our actions or failure to exercise reasonable care and skill. We are not liable for any loss that could not have been reasonably predicted when the contract was made.

Limits of liability
We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for fraud, gross negligence, or death or personal injury caused by our negligence.

Our products are intended for personal and non-commercial use. We do not accept liability for loss of business, loss of profits, or any indirect commercial losses arising from use of our website or services.

Governing law & dispute resolution
These Terms are governed by the laws of the United Arab Emirates. In the event of a dispute, both parties agree to submit to the non-exclusive jurisdiction of the courts of Dubai (unless otherwise required by mandatory local law).

Complaints
We are committed to providing a high standard of service. If you are not satisfied with your experience, please email hello@lumeme.com and we will do our best to resolve the issue in line with UAE consumer law and fair practice.

Changes to these terms
We may update these Terms from time to time. Any changes will be posted on this page and will apply to all future transactions. Changes will not apply retroactively to orders placed before the update.

Last updated: May 2025