Refund policy

Every Lummfort piece is made to measure. That means we cut, stitch, and finish your footwear by hand to your own measurements, for you alone. This shapes everything below, so please read it before you buy. It also means we ask a little more of you up front, and in return we stand behind the footwear that leaves our workshop.

How an order works

We confirm before we cut. After placing your order on the website, you will get an Email or WhatsApp message with a link to a detailed way to measure your foot and a form to fill out with your measurement values. We will confirm with you your footwear details and measurement values. We will only go ahead with the production once you have approved the details. Please treat this step with care, because this is where you decide the fit and the details, and it becomes the agreed record for your order.

Orders are paid in full upfront. Production is scheduled once your payment and your approved specification are both in. Orders take 14 working days.

You can cancel until you approve. You can cancel your order for a full refund any time up to the moment you send that approval, which is the point at which we begin cutting. Once your approval is in and we start, your piece is committed to you alone and can't be cancelled or changed. Use this step to be completely sure before you approve.

Approving means you accept these terms. When you approve your specification and pay, you confirm that you've read and agreed to this policy, including that your piece is made to your measurements and that sales are final once you approve.

All sales are final

We don't offer returns, exchanges, or refunds for a change of mind, or for a piece that matches the specification you approved. We don't keep ready-made stock to exchange it for. Every piece is built for one buyer and can't be sold to anyone else.

A few situations are exceptions, and we take the important ones seriously. Here's how we handle each.

Before it's worn: if something is wrong on arrival

Please inspect your order as soon as it arrives, and try it on to check that it matches what you approved. If there's transit damage, a wrong item, a visible flaw straight out of the box, or the piece doesn't match the specification you signed off on, tell us within 48 hours of delivery, with photos of the item and the packaging. We photograph every piece and its sealed parcel before it leaves us, which helps us resolve any transit problem quickly.

This is our responsibility to fix. We'll repair it where we can, remake it for you if it can't be repaired, or refund you in full if we can't do either. We'll also cover return shipping or arrange collection.

We stand behind every pair we make

In the rare case that a piece fails because of a fault in how we made it, and not because of wear or misuse, bring it back and we'll fix it.

If this happens, reach out to customers@lummfort.com and we'll assess the piece with you. Whether something is a genuine fault in how we made it, rather than ordinary wear, misuse, or the normal way leather ages, is ours to decide when we inspect it, and that decision determines how we handle it. If it's a genuine shoe making fault, we'll fix it at no cost to you. Our first choice is to repair it, which is usually the best option for leather, or to remake it if it truly can't be repaired. Anything that turns out to be wear or damage falls under our paid after-care service below.

We also like to know how your footwear is holding up. We'll check in a couple of weeks after it reaches you, and you're welcome to send a photo or a note before then. It helps us keep improving, and it's the best time to tell us if anything seems wrong.

When it isn't a fault

These are your responsibility:

Fit, where the piece matches the measurements you approved. If it's made to your confirmed specification but doesn't fit as you'd hoped, please still reach out. We'll look at it with you and see what's possible. A remake or alteration can sometimes be arranged, often at a reduced cost. Because the piece was made to the measurements you approved, we can't promise a free fix, but we'll always try to find a fair solution.
The natural character of leather. This includes grain variation, small surface marks, tonal differences between pieces, and the way leather creases and develops a patina with use. No two pieces are identical. This is normal and not a defect. If something looks wrong to you, please ask us before assuming there's a problem.
Wear and tear, or damage from misuse, accidents, water, heat, or improper care. These aren't faults, but they're exactly what our after-care service is for.

After-care: repairs

Your Lummfort footwear are made to last. Over time, a piece may show signs of use, such as a worn sole, loosened stitching, or general wear, or it may simply need a refresh. We offer paid repairs and resoling as an after-care service. Reach out with photos; we'll send you a quote and we'll restore your piece.

Contact us

Email customers@lummfort.com or message us on WhatsApp at +2348035541795 with your order number, a short description, and clear photos. A short video helps for anything like a failing sole or stitch. We reply within 2 business days.

Return

For any decided and agreed-upon repair, remake, replacement, or refund, we need the original piece back with us first. We assess it, and only then do we send a replacement or process a refund. Nothing new is made or shipped, and no refund is paid, until the original has reached us and been checked.

Refunds

Where a refund applies, such as a fault we can't repair or replace or an error on our side, we process it to your original payment method within 5 to 7 business days of receiving and assessing the piece.