Lumen Couture FAQs
Thanks for shopping Lumen Couture! We are an independent business with a mission to make fashiontech affordable and accessible to everyone.
We will accept returns for unworn/unused products within 7 days of delivery.
We also offer a 60-day tech guarantee, which means that if anything goes wrong with the tech within 60 days we will offer you a full refund or replacement on return of the garment.
When do you ship? We make shipments twice weekly. Some items including our garments and dresses may take additional time to ship. Purchases with certain batteries will need to be shipped ground (due to regulations), which may cause slower shipper speeds. Note for DHL shipments: Although the shipping service is 3-4 days, due to COVID we make drop-offs to DHL less frequently than our USPS dropoffs and it may be 3-7 days before your package is shipped.
My product arrived damaged. If your product is damaged during shipping, please contact us with photos of the damaged product and packaging. We will use this to file a claim, and will provide a refund or replacement. You may be required to hold on to your original damaged packaging for 30 days in case there is a followup.
Where’s my package? (domestic USPS) If a package was marked “delivered” but has not arrived, contact your local USPS post office or the USPS hotline. Your local post office can sometimes provide quicker, and more accurate service by contacting your local carrier.
If the package still does not show up, please contact USPS to file a claim. We are unable to directly troubleshoot or reimburse mis-delivered or stolen orders once USPS has confirmed to us that they were delivered. If you suspect theft, please work with your local authorities to file a report: some credit cards will also provide insurance for stolen or missing packages.
Where’s my package? (international) Sometimes international shipments can be delayed due to customs and border delays. If your package is in transit but not moving forward, you can contact the courier directly, or we can file a claim and request return to sender. Please contact us if you’d us to proceed with filing a claim.
Customs and import fees. (international) Some countries will charge customs, duties, and import taxes and fees. Because these are based on your location, we are unable to predict these at time of purchase. We are unable to reimburse customs and import fees. In some cases, these fees can be disputed and negotiated locally. If you choose to refuse the package due to the charges being too high, you can request it to be returned to sender and we can offer a refund once we receive the return. Original shipping costs are not eligible for returns.
What batteries are compatible with your garments?
For all of our lines except the Matrix Line (which has a unique battery), a 5V USB power bank (the same kind you use to charge your phone) is used as the power source. Yours will need to be small enough to fit in the pocket, around the size of a phone. Here is an example of a compatible power bank on Amazon.
How bright are the lights?
The lights in our garments are bright enough to be seen during the day, but have the most impact in dim or dark light. We recommend our garments for events where the lights are low.
How long do the batteries last before needing to recharge?
It depends. We’re not trying to be evasive, but different light colors and patterns have different battery draw (for example, red light draws less power than white light). We design our garments to last at least 1.5 hours with our Lumen Couture power bank at the most demanding setting: but most settings will last over 2.5 hours. Our remote control gives the ability to turn down the brightness, which can double or triple the battery life. If you expect to have a longer continuous wear time at full brightness, we recommend bringing an extra battery to swap out as a backup.
Can you do custom designs?
We can easily customize our existing garments, for example: shorten a dress or take in a jumpsuit. We take some custom orders or can refer you to our network of other fashion-technology designers. We also recommend DIYing it, with our LED fashion kit and instructions at our sister site wearabletutorials.
Are the garments safe?
All our lines (except for the matrix line) are powered by 5V power bank, the same kind you use to charge your phone. The LEDs are low-power and have been tested and worn for over 200 events internationally. However, we are not liable for any injuries or damages caused by their use.
Sometimes certain batteries can overheat when used with the garments. If you feel your battery or LEDs get hot, unplug them immediately and allow them to cool down.
Can I travel with the garments?
Most airlines will not allow batteries in checked luggage, so batteries will need to be stored separately in carry-on. We do not recommend attempting to walk through security wearing our garments, or you will get a lot of questions.
How do I clean the garments?
Each garment has a different design, some offer washable removable layers (see owners guide for details). Spot stains can be treated while garments are powered off and battery unplugged: ensure garments are fully dry before turning back on.