Frequently Asked Questions

We accept Visa, Mastercard, American Express, PayPal, bank transfer and cash on delivery (Bulgaria only). All transactions are SSL-encrypted.

All prices displayed include VAT for EU customers. For international orders, local duties and taxes may apply at the border and are the responsibility of the customer.

We do not currently offer price matching. Our prices reflect the authenticity guarantee and exclusive curation Lumera provides.

At present, only one payment method can be used per order. We are working to introduce split-payment options in the future.

Your bank may have flagged the transaction for security reasons. Try again, use a different card, or contact your bank. If the issue persists, reach out to us.

Yes. We accept Bitcoin (BTC), Ethereum (ETH) and USDC (stablecoin). Select "Crypto" at checkout and follow the on-screen instructions.

Any wallet that supports the respective blockchain network. We use a third-party payment processor that generates a unique wallet address per transaction.

The exchange rate is locked for 15 minutes after you initiate the crypto payment. If the window expires, you will need to restart the payment.

Refunds for crypto-paid orders are issued in EUR via bank transfer. Crypto refunds are not supported due to price volatility.

Standard (to office): 1–2 business days. Express (to address): next business day if ordered before 14:00. International: 3–7 business days.

Yes, we deliver to 14 countries across Europe. Shipping rates and estimated times vary by destination. See our full list at checkout.

For EU orders, all duties are included in the price. For non-EU international deliveries, local customs duties and import taxes may be charged by the destination country – these are the customer's responsibility.

Once your order ships, you'll receive an email with a tracking number and a link to the carrier's website. You can also track via Speedy or Econt's portals.

If your order hasn't arrived within the estimated window, contact us at hello@rachev.xyz with your order number. We'll investigate immediately and arrange a replacement or refund if needed.

Contact us within 30 days of delivery at hello@rachev.xyz with your order number. We'll provide a prepaid return label. Pack the item in its original packaging and drop it at any Speedy or Econt office.

30 calendar days from the date of delivery. Items must be unworn, unwashed and with all original tags attached.

Refunds are processed within 5–7 business days after we receive and inspect the returned item. The credit will appear on your original payment method.

Yes. Contact us and we'll hold the new size/colour while processing your return, subject to availability.

Yes, sale items follow the same 30-day return policy unless explicitly marked as "Final Sale" at the time of purchase.

Pre-order lets you reserve items before they are physically in stock. Your card is only charged when the item ships, not at the time of ordering.

Each pre-order item shows an estimated ship date on the product page. You'll receive a shipping confirmation email as soon as it dispatches.

Yes, pre-orders can be cancelled any time before the item ships. Contact us at hello@rachev.xyz.

Yes, but the entire order will ship when the pre-order item is ready. If you need in-stock items sooner, place a separate order.

Each product page has a size guide with measurements in cm and inches. For tailored or fitted items, we recommend measuring yourself and comparing against the brand's specific size chart.

Return it within 30 days for a full refund or exchange. We'll cover the return shipping costs.

Yes – our Fashion Concierge service offers free personal styling consultations. Contact us via the Contact page or email hello@rachev.xyz.

Sizing varies significantly between designer brands. Always check the brand-specific size guide rather than relying on your usual size.

Enter your code in the "Promo code" field at checkout and click "Apply". The discount will be reflected in your order total before payment.

Only one promo code can be applied per order. Promotions cannot be combined with other offers unless explicitly stated.

Check that the code is entered correctly (codes are case-sensitive), hasn't expired, and applies to the items in your bag. Some codes exclude sale items.

Promo codes generally cannot be applied to already-discounted sale items unless the promotion specifically states otherwise.

The Digital Services Act (EU 2022/2065) is EU legislation that sets out obligations for online platforms regarding content moderation, transparency and user safety.

Lumera maintains clear product listing policies, a transparent complaint mechanism and publishes seller information in accordance with DSA requirements. We do not operate algorithmic recommendation systems that require additional disclosure at this scale.

Use our Contact page or email hello@rachev.xyz with the subject line "DSA Report". We aim to review and respond within 72 hours.

Lumera is committed to full compliance with applicable tax laws in Bulgaria and all countries where we operate. We pay all taxes due and do not engage in aggressive tax planning.

Yes. A VAT receipt is included with every order confirmation email. If you need a formal tax invoice, contact us with your company details.

Fashion Concierge is our free personal shopping and styling service. Our experts can help you find specific pieces, put together outfits for events, or source items not currently listed on the site.

Email hello@rachev.xyz with the subject "Fashion Concierge" or use the contact form on our Contact page. A stylist will respond within 24 hours.

No. Fashion Concierge is completely free. You only pay for the items you choose to purchase.

Yes – our team has relationships with boutiques and brands across Europe and can often source sold-out or exclusive pieces on request.