Question 1

Can you add items or make changes to your order once processed?

Accepted Answer

Once an order has been processed, we’re unable to make changes or add items, as our orders are packed and prepared quickly to ensure timely delivery.
If you notice an issue immediately after placing your order, please contact us as soon as possible and we’ll do our best to help before it ships. Otherwise, you’re welcome to place a new order for any additional items.

Question 2

What happens if my order is sent incorrectly?

Accepted Answer

We sincerely apologise if you receive an incorrect item. If this happens, please contact us within 48 hours of delivery with your order number and clear photos of the item received.
Once confirmed, we will arrange the correct item to be sent to you or provide a refund where appropriate, at no extra cost to you. Your satisfaction is very important to us, and we’ll make it right as quickly as possible.

Question 3

Do you offer refunds on returns?

Accepted Answer

Yes, we do offer refunds on eligible returns. If you change your mind, please contact us within 7 days of receiving your order.
Returned items must be unused, unworn, and in original packaging. Once the return is received and inspected, a refund will be issued to the original payment method.
Please note:
Sale items are non-refundable, unless they are faulty
Original shipping fees are non-refundable
Return postage costs are the responsibility of the customer unless the item is faulty or sent incorrectly

Question 4

What happens if an item is faulty?

Accepted Answer

If you receive an item that is faulty, please contact us within 48 hours of delivery with your order number and clear photos of the fault.
Once assessed, we will offer a replacement, repair, or refund, depending on the situation. Any return postage for faulty items will be covered by LumsNest. Our goal is to resolve the issue quickly and ensure you’re completely satisfied with your purchase.

Question 5

Do you ship from Australia?

Accepted Answer

Yes. All LumsNest orders are shipped from Perth, Western Australia.
Every product at LumsNest is hand-picked with care, carefully quality-checked, and packaged with love before being sent to you. We take pride in ensuring each item meets our standards, so your little one receives something truly special.

Question 6

How do I get in contact?

Accepted Answer

We’re always happy to help. You can get in touch with us via:

Email: support@lumsnest.au

Instagram: @lumsnest_kids
We aim to respond to all enquiries within 24–48 hours. Your questions are important to us, and we’ll do our best to assist you as quickly as possible.