Lumina Wear Reviews 

Reply from Lumina Wear

Dec 24, 2025

Hi Sandra,

Thank you so much for your kind words! We're thrilled to hear the ordering process was smooth and easy for you.
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We hope your items arrive quickly and that you absolutely love them. If you have any questions once your order arrives, our team is always here to help.

Best regards,
Lumina Wear Team

Reply from Lumina Wear

Dec 24, 2025

Hi Danielle,

I'm truly sorry for this experience. The quality you received is absolutely not acceptable, and I completely understand your frustration, especially after the delivery delays and lack of response from our support team.
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This is not the standard we aim for, and I apologize that we've let you down on multiple fronts. Please send one more email to support@lumina-wear.com with "URGENT - Danielle Return Request" in the subject line and include your order number. I'll personally ensure this gets prioritized and that we provide you with a prepaid return label and full refund.
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Again, I'm very sorry for the poor quality and lack of communication. We're working to improve both.

Best regards,
Lumina Wear Team

Reply from Lumina Wear

Dec 24, 2025

Hi Kelli,

I apologize for the delay on your order. I can see how important the timing is for you with New Year's Eve approaching.
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Please contact our support team immediately at support@lumina-wear.com with your order number so we can track your package and provide you with the most current delivery estimate. If there's any way to expedite delivery, we'll explore those options.
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We're sorry for the wait and hope we can still get this to you in time.

Best regards,
Lumina Wear Team

Reply from Lumina Wear

Dec 24, 2025

Hi Janet,

I'm very sorry to hear the cashmere sweater didn't match what you expected in either quality or appearance. That's incredibly disappointing, and I understand your frustration with the return process.
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We want to make this right. Please email support@lumina-wear.com with your order number and photos of the item you received. We'll arrange a full refund without requiring you to pay return shipping, given the product quality issue.

Your feedback about the disconnect between our product images and what arrived is important, and we're reviewing our quality control processes.

Best regards,
Lumina Wear Team

Reply from Lumina Wear

Updated Dec 18, 2025

Hi Tracy,

I sincerely apologize for this frustrating experience, especially given the time-sensitive nature of your order. I understand how important receiving your dress on time was for the funeral.

Unfortunately, once orders have been dispatched, we're unable to cancel them through our system. However, I'm very concerned that your package hasn't arrived yet—we typically deliver within 7 days, so a 14+ day delay, especially with expedited shipping, is highly unusual and not acceptable.

Please contact our support team immediately at support@lumina-wear.com with your order number so we can track down what happened with your shipment and work out a resolution, including a full refund for the inconvenience you've experienced.

Again, I'm truly sorry we let you down during such an important time.

Best regards,
Lumina Wear Team

Reply from Lumina Wear

Dec 16, 2025

Hi Brian,

Thank you for sharing your feedback and for your patience.

You're right that this is taking longer than usual. Our typical delivery time is around 6-7 days, so we understand your frustration with the delay. The good news is that we can see your package has already arrived in New Jersey and should be delivered to you shortly.

We sincerely apologize for the shipping delay and appreciate you giving us the opportunity to make this right. Please don't hesitate to reach out if you have any other questions or concerns.

Best regards,
Lumina Wear Team

Reply from Lumina Wear

Dec 15, 2025

Hi Taylor,

I understand your concern, and I want to assure you this is not a scam. I've checked your tracking and your order is actively moving through the carrier network.

Your order was processed on December 4th and shipped out on December 5th - as soon as "shipment information received" appeared on the tracking, that confirmed we sent out your order. The current status shows your package departed from a sort facility on December 15th at 8:00 PM and is in transit to Texas.​

The estimated delivery window of December 13-20 is still valid. While we understand the frustration with limited tracking updates, this is common when packages move through different carrier hubs, especially during busy shipping periods. The delay is with the carrier and unfortunately outside our control once the package leaves our facility.

Regarding customer service - we respond to all emails within 24 business hours. If you haven't received a response, please check your spam folder or reach out again at support@lumina-wear.com with your order number.

The automated review request is sent based on estimated delivery dates and sometimes goes out before packages arrive - that's a timing issue with our system, not intentional.

We're actively monitoring your shipment and are here to help. Your package is moving and should arrive within the estimated timeframe. We work hard to ensure our customers feel secure and safe throughout the shipping process.

— Customer Support, Lumina Wear

Reply from Lumina Wear

Dec 15, 2025

Hi Nicole,

Thank you for bringing this to our attention, and I sincerely apologize for your disappointing experience with your order.

The quality and accuracy of our products are extremely important to us, and it's clear we've fallen short of your expectations. Issues with material quality and product representation are not acceptable, and we take your feedback seriously.

Please contact our customer support team directly at support@lumina-wear.com with your order number and the photos showing the discrepancies. Our team will investigate what happened with your specific order and work with you to find a proper resolution that makes this right.

We're committed to ensuring you're helped properly, and we appreciate your patience as we work to resolve this for you.

Best regards,
Lumina Wear Team

Reply from Lumina Wear

Dec 14, 2025

Hi Roxanne,

I'm sorry to hear about the delivery delay on your order. Our standard shipping timeframe is 5-8 business days as stated in our shipping policy. While we process and ship orders promptly, actual delivery times are managed by the carrier and can occasionally experience delays beyond our control, especially during busy periods.

I can see this has caused an issue since you needed the dress by December 12th. We respond to all customer emails within 24 business hours - if you haven't received a response, please check your spam folder or try reaching out again at support@lumina-wear.com with your order number.

We'd like to investigate what happened with your order and emails. Please contact us directly so we can look into this and find a solution for you.

— Customer Support, Lumina Wear

Reply from Lumina Wear

Dec 14, 2025

Hi Annamarie,

Thank you for your patience. Your package is in transit and the expected delivery window of December 12-19 is still active. Tracking can sometimes show limited updates when packages are moving through international customs or between carrier networks, but this is normal.

If your package hasn't arrived by December 19th, please contact us at support@lumina-wear.com with your order number and we'll investigate immediately and ensure you're taken care of.

We appreciate your understanding with international shipping timelines.

— Customer Support, Lumina Wear

Reply from Lumina Wear

Dec 12, 2025

Hi Saly,

I sincerely apologize for your disappointing experience. I want to address your concerns directly and transparently.

Regarding the product quality: If what you received doesn't match the photos on our website, that's unacceptable. We source our products from verified suppliers and work to ensure accuracy between our listings and what customers receive. I'd like to see what you got versus what you ordered—could you please email us photos at our support address along with your order number?

Regarding returns: Our return policy is clearly stated on our website. For customers who wish to return items, we do offer return options, but international return shipping costs can be expensive depending on your location. However, if the product is significantly different from what was advertised, we're willing to work with you on a solution that doesn't require you to pay return shipping to China.

Regarding our business location: We operate as an e-commerce business with fulfillment partners in multiple locations to serve our international customer base efficiently. Our customer support team is available via email, and we respond to all inquiries within 24-48 hours.

Please reach out to us directly at our current support email with your order details and photos. I'd like to offer you either:

A full refund without requiring a return

A partial refund if you'd like to keep the items

A replacement shipment if specific items were incorrect

We stand behind our customer satisfaction commitment and want to make this right.

Best regards,
Sarah
Customer Care Manager | Lumina Wear

Reply from Lumina Wear

Dec 10, 2025

Hi J L,

I sincerely apologize for the frustration you've experienced with your refund and the communication gap during this process.

To provide context: our previous domain was unexpectedly suspended by our hosting provider, which forced us to migrate to our backup domain. This created a temporary disruption where customers couldn't reach us at our old email, and we couldn't proactively contact everyone during the transition. We posted updates on our Facebook page and sent emails to all customers with our new contact information—you should have received these updates along with our recent promotional emails.

Regarding your refund: our support team has already processed it on our end. Once a refund is issued, it's handled entirely by your bank or payment processor, and the timeline is unfortunately outside our control. Most banks take 5-10 business days, though some can take up to 14+ business days depending on their processing times.

If you haven't received it yet, I recommend checking with your bank directly, as the funds have already been released from our side. Please feel free to reach out to us at our current support email if you need any documentation for your bank.

Again, I apologize for the inconvenience caused by the domain transition.

Best regards,
Sarah

Reply from Lumina Wear

Dec 10, 2025

Hi Simin,

I completely understand your disappointment—not having your item when you needed it is incredibly frustrating, and I apologize.

I've reviewed your order, and I can see the delay was caused by carrier backlogs during the holiday shipping season. Unfortunately, once packages are with the carrier, delivery timelines are outside our direct control, though I recognize we should have provided better tracking updates.

Regarding returns: our 14-day return window starts from the day you receive your package, not from the order date, so you'll absolutely still be able to return it if needed once it arrives.

Please reach out to us at our support email with your order number so I can check the current status and provide you with an updated delivery estimate. If you'd prefer, we can also discuss a refund or discount on your next order as an apology for the inconvenience.

I'm sorry we didn't meet your expectations on timing.

Marcus

Reply from Lumina Wear

Dec 10, 2025

Hi Crystal,

For the benefit of other customers reading this review, I want to provide clarity.

Regarding Trustpilot: we have never requested removal of reviews. Trustpilot independently moderates all content based on their community guidelines. Any review investigations or removals are made solely by Trustpilot's moderation team.

We have reached out to you multiple times via email with offers to resolve your order concerns through refunds or replacements. Despite our repeated attempts to address your situation, you have continued to post multiple negative reviews across platforms.

We are a legitimate business with thousands of satisfied customers, as reflected in our overall positive ratings. We stand behind our products and our commitment to customer satisfaction.

For other customers: we take all feedback seriously and work diligently to resolve genuine concerns. Please contact our support team directly if you have any issues.

Best regards,
Jennifer
Brand Director | Lumina Wear Customer Care

Reply from Lumina Wear

Dec 10, 2025

Hey Blaine!

Thanks so much for the kind words! We've streamlined our checkout process specifically to make shopping effortless, so it's great to hear it worked well for you.

Hope you love what you ordered!

Best,
Amy
Customer Success Team | Lumina Wear

Reply from Lumina Wear

Dec 10, 2025

Hi Alison!

Fingers crossed it arrives on time for you! If you need any shipping updates, just let us know and we'll track it down.

Thanks for choosing us!

Best,
Rachel
Customer Support | Lumina Wear

Reply from Lumina Wear

Dec 10, 2025

Hi Stephanie!

Thanks for giving us a try! We'd love to hear your thoughts once your order arrives. Hope you love it!

Best,
Emma
Customer Support | Lumina Wear

Reply from Lumina Wear

Dec 10, 2025

Hi there!

Happy you caught the sale! Thanks for choosing us.

Best,
Nicole
Customer Support | Lumina Wear

Reply from Lumina Wear

Dec 10, 2025

Hi Ila,

Thank you for bringing this to our attention—missing accessories and care tags are definitely not normal.

This sounds like it may have been a warehouse packing error. I'd like to send you the belt immediately and confirm this was a brand-new item. Could you email us with your order number and a photo of the dress?

I'll get this sorted out right away and make sure this doesn't happen again.

Best regards,
Tyler
Quality Assurance Manager | Lumina Wear

Reply from Lumina Wear

Dec 10, 2025

Hi there!

Welcome to our community! So glad you had a smooth first experience with us. Hope you love the dress!

Best,
Jamie
Customer Care | Lumina Wear