Customer Service Policy

Customer Service Policy - LumedoLL

At LumedoLL, we are dedicated to providing exceptional customer service that matches the exquisite, gorgeous, and noble temperament of our lolita style clothing, skirts, shoes, socks, and accessories. This Customer Service Policy outlines our core service principles, support channels, and key guidelines to address your needs effectively. We value your trust and strive to resolve any concerns promptly and fairly, ensuring a pleasant shopping experience for every lolita fashion lover.

1. Contact & Support Channels

Our customer service team is here to assist you with inquiries, order issues, product guidance, or any other questions related to our lolita products. You can reach us through the following dedicated channel:
  • Email Support: Send your detailed inquiry to service@gfavora.com. We commit to responding to all emails within 24-48 business hours (excluding weekends and public holidays). For faster processing, please include your order number (if applicable) and a clear description of your request (e.g., size selection, order status, product quality, return application).

2. Order Processing & Tracking

Once you place an order on LumedoLL, you will receive an order confirmation email within 1-2 hours to acknowledge receipt. All orders are processed and shipped within 3-5 business days. For customized or made-to-order lolita pieces, the processing time will be clearly stated on the product page, and we will keep you updated on the production progress via email.
After your order is dispatched, a second email with a tracking number and delivery monitoring instructions will be sent to you. If you do not receive the order confirmation or shipping notification within the expected timeframe, please contact our support team immediately with your order details (e.g., full name, email address, order date) for verification and assistance.

3. Returns & Exchanges

We want you to be fully satisfied with your LumedoLL purchase. If you are not happy with your order (e.g., incorrect size, defective item, or style mismatch), we offer a 30-day return/exchange policy from the date of delivery, subject to the following conditions:
  • Items must be in their original, unused condition with all tags attached, original packaging intact, and no signs of wear, washing, damage, or modification (e.g., no stains on fabrics, no damage to delicate lace or decorations).
  • To initiate a return/exchange, please email our support team atservice@gfavora.com with your order number, the reason for return/exchange, and clear photos of the item (especially for quality issues). We will provide you with a Return Authorization (RA) number and detailed return shipping instructions within 2 business days.
  • Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item shipped, defective product). In such cases, we will reimburse the return shipping fee or provide a prepaid shipping label.
  • Upon receiving and inspecting the returned item (usually within 5-7 business days), we will process your refund (to the original payment method) or send the exchanged item within 3-5 business days. For lolita accessories with small decorations, our inspection will focus on whether the original integrity is maintained.
Note: Customized or personalized items (e.g., made-to-measure skirts with specific modifications) are non-returnable unless defective.

4. Product Information & Guidance

We provide detailed product information (e.g., size charts, fabric descriptions, decoration details, washing instructions) on each product page to help you make an informed choice. If you need additional guidance—such as selecting the right size for a lolita skirt, confirming the fabric texture, or matching accessories with a specific outfit—please contact our support team. Our team members, who are also lolita fashion enthusiasts, will provide personalized recommendations based on your needs.

5. Product Quality & Defects

All LumedoLL products undergo strict quality checks before shipping, especially for delicate details such as lace stitching, button fixing, and fabric integrity, to ensure they meet our exquisite style standards. If you receive an item with a manufacturing defect (e.g., loose stitching, missing decorations, fabric flaws, broken zippers), please contact us within 7 days of delivery.
Provide your order number and clear photos/videos of the defect, and we will arrange a free return/exchange or issue a full refund (including shipping costs) at your discretion. For minor defects that do not affect wearing (e.g., tiny thread ends), we may provide a partial refund or a compensation coupon after mutual confirmation.

6. Privacy & Data Protection

Any personal information you share with us (e.g., name, contact details, payment information) is protected in accordance with our Privacy Policy. We only use your data to process orders, provide customer service, and keep you updated on your purchases—we will never share your information with third parties without your explicit consent.

7. Feedback & Suggestions

Your feedback helps us improve our products and services. If you have any suggestions, comments, or complaints about our lolita products or customer service, please feel free to share them via service@gfavora.com. We take all feedback seriously and will use it to enhance your shopping experience with LumedoLL.
Thank you for choosing LumedoLL as your trusted lolita fashion companion. We are committed to serving you with professionalism, honesty, and care. If you have any further questions about this Customer Service Policy, please do not hesitate to contact us.
— The LumedoLL Team