What payment methods do you accept?
We accept major credit and debit cards (Visa, Mastercard), FPX online banking, and selected e-wallets (GrabPay, Touch ’n Go, DuitNow QR).

 

Can I pay with cash on delivery (COD)?
At the moment, we do not offer COD. All payments are made securely online at checkout.

 

Are your prices inclusive of tax?
Yes, all prices are shown in Malaysian Ringgit (MYR) and inclusive of any applicable taxes.

 

Can I cancel my order once it has been placed?
Once an order has been confirmed and processed, we are unable to make cancellations or changes. We kindly ask you to review your purchase details carefully before completing your order.

SG Orders: Why do I see SGD prices but checkout in Malaysian Ringgit?

The prices shown in Singapore Dollars are a live guide, converted from our Malaysian Ringgit listings at the current exchange rate. Because our store is based in Malaysia, checkout is processed in RM, which is the equivalent amount of the SGD figure you saw while browsing. Your bank then converts the RM charge back to Singapore Dollars on your statement, so the final cost stays in line with the guide price. Visa, Mastercard and most major cards are accepted, so there is nothing extra to set up. If you would like to confirm anything before ordering, we are always reachable on WhatsApp.

What if the size isn’t a perfect fit for my pet?

We want your pet to be as comfortable and stylish as possible! We understand that choosing the right size online can be tricky, which is why we offer a One-Time Free Sizing Exchange for all our wearable gear (harnesses, collars, and apparel).

How does the Free Exchange work?

If the item doesn’t fit, simply reach out to us within 7 days of receiving your order.

• We cover the shipping: We will arrange for the replacement size to be sent to you at no additional delivery cost.
• Condition of Item: To be eligible for an exchange, the item must be in original, brand-new condition—unwashed, hair-free, and with all original tags/packaging intact.
• The Process: Once we verify the item's condition, we will dispatch your new size immediately.

What is your return policy?
You may return your order within 14 days of receiving it, provided items are unused, in original packaging, and with tags attached.

Do I need to pay for return shipping?
Yes, customers are responsible for return shipping unless the product is defective or incorrect.

How long does a refund take?
Refunds are processed within 7–10 business days after we receive and inspect the returned item.

Are LUMI PETS products authentic?
Yes. We work directly with premium international brands and official distributors to ensure every product is 100% authentic.

 

Will there be differences between items?

Yes. As many of our products are handcrafted by skilled artisans and made with natural materials, slight variations in color, stitching, or finish may occur. These subtle differences are part of the product’s charm and authenticity, reflecting the craftsmanship and care behind every items.

 

How do I measure my pet for the correct size?

We recommend measuring your pet’s neck and chest/girth with a soft measuring tape to ensure the best fit. If your pet is between sizes, choose the larger size for comfort.

For step-by-step instructions and visuals, please see our size guide or individual product page.

Do you ship internationally?
Currently, we primarily serve Malaysia. Please contact us if you would like to arrange international shipping.

 

Can I contact Lumi Pets directly?
Yes! Reach us at:

📧 Email: info@lumipets.com.my

📱 WhatsApp: +6017-2955915

We aim to respond within 1–2 business days.