1. About LUMEME

LUMEME is operated by Lume Ventures LLC, licence number 2429833.01, registered in SHAMS Media City, Sharjah, United Arab Emirates. Contact: hello@lumeme.com | +971 58 551 0702.

These Terms apply to the LUMEME website, LUMEME mobile application (the “App”) and purchases made through either channel. By creating an account, using our services or placing an order, you agree to these Terms. Purchasers must be at least 18 years old.

2. Our Marketplace and the Seller

LUMEME is a curated marketplace showcasing products offered by independent brands and designers (“Sellers”). Under the current operating model, Sellers supply and dispatch products directly to customers; LUMEME operates the platform and coordinates customer service, payments and returns.

The identity of the contracting seller and LUMEME’s legal role in each transaction must be displayed clearly before checkout and on the order confirmation. Where the Seller is the contracting party, the sale contract is between the customer and that Seller, with LUMEME facilitating the transaction. Nothing in these Terms removes responsibilities imposed on LUMEME or the Seller by applicable law.

3. Product Information and Availability

Product descriptions, sizes, materials, availability and estimated dispatch times are supplied by or verified with Sellers. We seek to present them accurately, but variations in colour or finish may occur between screens and handcrafted pieces.

Some products are ready to ship; others are made-to-order or pre-order. Their status and any production lead time will be shown on the product page before purchase. Availability remains subject to Seller confirmation.

4. Orders and Acceptance

After checkout, you will receive an order acknowledgement. This confirms receipt of your order, not necessarily acceptance. We or the relevant Seller may verify availability, payment, pricing and fraud-prevention checks.

Order acceptance occurs when we send an express order acceptance or dispatch confirmation, as specified in the checkout communications. If an order cannot be fulfilled, we will notify you and refund any payment collected for the unavailable item. If an obvious pricing error occurs, we will contact you before proceeding.

5. Prices, Payment, Taxes and Duties

Prices are displayed in AED unless otherwise indicated. The product price presented at checkout includes applicable shipping costs, customs duties, import charges and taxes for supported delivery destinations. The amount confirmed at checkout is the final amount payable for the order; customers should not be asked to pay additional customs or delivery charges upon receipt. Payments are processed through authorized payment providers.

Under LUMEME’s designer-direct model, the relevant Seller arranges and pays for shipping, customs clearance, duties and import obligations associated with delivery. Sellers must use appropriate shipping arrangements to prevent unexpected charges to customers. If a courier requests an additional payment, do not pay it without first contacting hello@lumeme.com.

6. Dispatch and Delivery

Products are shipped directly from the relevant designer or brand, and a multi-designer order may arrive in separate parcels.

Ready-stock orders are expected to be dispatched within 3 business days; made-to-order items are expected to be dispatched within 14 business days, unless a different disclosed production or dispatch timeline applies. These are dispatch targets, not guaranteed delivery dates. Actual delivery time depends on origin, destination, customs processing and carrier operations.

Tracking information will be shared where available. Please check your delivery details carefully and contact hello@lumeme.com if a shipment is delayed or missing.

7. Cancellations

To request cancellation, contact hello@lumeme.com as soon as possible, quoting your order number. A cancellation can generally be accommodated before the Seller has begun processing or dispatching the order; once dispatched, the applicable Returns & Refunds Policy applies.

Made-to-order, personalized and custom pieces may enter production promptly and may not be cancellable after production begins, except where applicable law provides otherwise. We will confirm the status and any available remedy when you contact us.

8. Returns, Exchanges and Refunds

For eligible products, you may request a return within 7 days of receipt. Items must be unworn, unused and unwashed, with original tags, packaging and accessories intact, including any LUMEME security tag.

Certain products, including personalized or made-to-order pieces, hygiene-sensitive goods, limited-edition artworks and clearly marked final-sale items, may be excluded from change-of-mind returns as set out in our Returns & Refunds Policy, subject always to mandatory consumer rights.

To request a return, email returns@lumeme.com with your order number and reason. Once authorized, the item must be available for collection within 3 business days. LUMEME coordinates eligible UAE return collection and inspection. Eligible UAE returns are currently complimentary.

Approved refunds are made to the original payment method, generally within 5–10 business days after the return is received and inspected, subject to bank processing. Alternatively, where offered, customers may choose store credit with a 1% bonus on the eligible returned item value; the credit may be used toward a different item and not to repurchase the same piece.

Direct exchanges are not currently available. Please return an eligible item and place a new order. Refer to the separate Returns & Refunds Policy for full conditions; mandatory legal rights prevail in the event of conflict.

9. Damaged, Faulty or Incorrect Products

If an item arrives damaged, faulty or incorrect, please contact returns@lumeme.com promptly, preferably within 72 hours of delivery, with your order number and photographs of the item and packaging. This reporting request helps us investigate quickly and does not limit statutory rights.

LUMEME will coordinate with the Seller to assess the issue and arrange the appropriate repair, replacement, return or refund as required by applicable law.

10. Seller Responsibilities and Customer Support

Sellers are responsible for accurate product information, stock availability, compliant products, secure packaging, direct dispatch and applicable import/export arrangements under their agreements with LUMEME.

LUMEME remains your central contact for order assistance, return coordination and complaints. Contact hello@lumeme.com; we aim to respond within 1–2 business days.

11. Website and App Content; Acceptable Use

The LUMEME name, website and App design, editorial content, software and other materials are protected by applicable intellectual-property rights. Product imagery and trademarks may belong to their respective owners. Access to the website or App does not transfer ownership or grant permission to reproduce content without authorization.

You agree not to misuse the website or App, attempt unauthorized access, interfere with their operation or submit fraudulent orders. We may restrict access or cancel transactions where reasonably necessary to prevent misuse, subject to applicable law.

12. Mobile App Accounts and Device Permissions

You may access your LUMEME account across the website and App using the available sign-in methods. You are responsible for safeguarding your login credentials and for providing accurate contact information. The App collects account contact details, including email address and mobile number, and may process technical information needed to operate securely, subject to the Privacy & Cookie Policy.

Some App functions require device permissions. Camera or photo-library access for virtual try-on is requested only when you choose to use that feature and grant the relevant permission. You may withdraw device permissions through your device settings; doing so may limit the associated functionality.

Where offered, push notifications may provide order or account updates and, if you opt in, promotional communications. You can manage notification permissions in your device settings.

You may request deletion of your LUMEME account using the account-deletion option in the App. We may retain limited records where necessary to complete orders, resolve disputes or meet legal obligations, as explained in our Privacy & Cookie Policy.

13. Virtual Try-On

The App may offer virtual try-on features provided through Irisphera. Images submitted for virtual try-on are processed to provide the requested preview and are deleted by the try-on provider; facial and body measurements are not stored by the provider, based on the current service configuration communicated to LUMEME.

Virtual try-on results are illustrative digital previews and may differ from the actual appearance, color, proportions, drape or fit of a product. They do not replace product descriptions, size charts or your own assessment. Your statutory rights for faulty, misdescribed or otherwise non-compliant goods remain unaffected.

14. App Availability and Third-Party Services

We may update, modify or temporarily suspend App features for maintenance, security or technical reasons. The App may rely on third-party services, including payment and virtual try-on providers. Any personal-data processing is addressed in our Privacy & Cookie Policy. Apple and Google are not parties to product sales made through LUMEME.

15. Liability and Consumer Rights

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, or affects your mandatory rights under applicable UAE consumer-protection law, including rights concerning faulty, damaged or misdescribed goods.

To the extent permitted by law, LUMEME is not liable for unforeseeable indirect or business losses arising from personal purchases. Any limitation is subject to applicable consumer law and the legal responsibilities of LUMEME and the Seller.

16. Complaints and Disputes

Please send complaints to hello@lumeme.com with your order details. We will work with the relevant Seller to investigate and seek a fair resolution.

These Terms are governed by the applicable laws of the United Arab Emirates. Disputes are subject to the jurisdiction of competent UAE courts, without prejudice to any mandatory consumer forum or jurisdiction rules.

17. Changes to These Terms

We may revise these Terms periodically. The version published at the time of an order will generally apply to that order; subsequent changes will not retrospectively alter completed purchases except as permitted or required by law.

Last updated: 8 October 2026