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Frequently asked questions
When will I receive my package?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with your tracking number and further information. Delivery times vary depending on your location.
- Production and Processing Time:
Our standard product (non-personalized) would be shipped within「 1 - 3 」 business days unless otherwise specified on the product page.
For a personalized product, it takes「 2 - 5 」business days to fulfill before shipping.
- Delivery Time
Delivery times vary depending on your location.
US Domestic：6-9 business days
Canada：7-10 business days
United Kingdom：7-10 business days shipping via USPS
Other European locations：8-11 business days
Other international locations (including Australia, New Zealand, Middle East)：10-18 business days
We may experience high-volume orders during the holiday season. Once your order is shipped, you will receive a tracking number. If you have not received your tracking details, please check your spam folder or reach out to us at hello@lumiologie.com
What is the your return policy?
We have a 14 - day return policy for US and Canadian orders. However, generally, shipping charges are non-refundable.
- Engraved art, shadow box, and custom items are made to order and cannot be returned or exchanged.
- For other international orders, we do not accept returns or exchanges.
- Discounted Items are final and cannot be returned.
To be eligible for a return, the item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Please notice that buyer is responsible for the item's return shipping costs.
To start a return, you can contact us at hello@lumiologie.com. If your return is accepted, please send the item back to the address we provide. Items sent back to us without first requesting a return will not be accepted.
The refund (less the shipping costs) will be issued once we receive the returned item and verify that it is intact.
Are any purchases final sale and non-refundable or exchangeable?
- International orders for Europe, Australia, New Zealand, we do not accept returns or exchanges.
- Engraved art, shadow box, and personalized products/custom items are made to order and cannot be returned or exchanged.
- Sale and promotion items cannot be returned or exchanged.
What if there is a mistake with my order?
If your order arrives and something is wrong, please contact us! If it was our error (meaning you entered the information correctly and we made a mistake) we will send you a replacement at no charge! In the event that you entered some information incorrectly, we will happily send you a replacement at a discounted price to cover the cost of shipping and materials. 𝙊𝙥𝙚𝙣 𝙮𝙤𝙪𝙧 𝙥𝙖𝙘𝙠𝙖𝙜𝙚 𝙞𝙢𝙢𝙚𝙙𝙞𝙖𝙩𝙚𝙡𝙮 𝙪𝙥𝙤𝙣 𝙧𝙚𝙘𝙚𝙞𝙥𝙩 𝙖𝙣𝙙 𝙞𝙣𝙨𝙥𝙚𝙘𝙩 𝙛𝙤𝙧 𝙖𝙘𝙘𝙪𝙧𝙖𝙘𝙮. 𝘼𝙡𝙡 𝙞𝙨𝙨𝙪𝙚𝙨 𝙢𝙪𝙨𝙩 𝙗𝙚 𝙧𝙚𝙥𝙤𝙧𝙩𝙚𝙙 𝙩𝙤 𝙪𝙨 𝙬𝙞𝙩𝙝 𝙥𝙝𝙤𝙩𝙤𝙨 𝙤𝙛 𝙞𝙩𝙚𝙢 𝙧𝙚𝙘𝙚𝙞𝙫𝙚𝙙 𝙬𝙞𝙩𝙝𝙞𝙣 14 𝙙𝙖𝙮𝙨 𝙤𝙛 𝙙𝙚𝙡𝙞𝙫𝙚𝙧𝙮.
My order was damaged in transit. What do I do?
My order was damaged in transit. What do I do?
If you receive a damaged package, we kindly request that you photograph it before opening it. After you have, please proceed with opening to check if the product is damaged. If it is, please submit these photos via email hello@lumiologie.com, and we will replace your product.
Return and Cancellation
Can I cancel or modify my order before it ships?
For standard products, cancellation requests and address changes are time-sensitive. If you’d like to cancel or edit the shipping address on your order, please email us at hello@lumiologie.com as soon as possible, and we’ll do our best to accommodate requests. Our customer experience team is available Monday to Thursday, 9 AM-5 PM EST, and Friday, 9 AM-4 PM EST. Requests made outside of business hours are not guaranteed.
Once the package has been shipped, we cannot accept any cancellation or modification.
For the personalized product, once we have processed the production, we do not accept any cancellation or modification.
You may email hello@lumiologie.com for special requests, as we may make exceptions to this policy.
When would I receive my refunds?
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Shipping and Delivery
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Do you offer free shipping?
For US domestic shipping, free shipping for orders over $51（including $51).
For Canadian international shipping, free shipping for orders over $81（including $81).
For other international shipping, including Europe, Australia, New Zealand and the Middle East, free shipping for orders over $121 （including $121).
What if I do not received my package?
Sorry that we are not liable for lost or stolen packages after the courier has delivered the item to the final destination. But we will do our best to assist in locating the package.
What if the shipping address provided is incorrect?
Please reach out to us via email hello@lumiologie.com as soon as possible with your order number. We can update the address before your order is shipped.
Once the order has been dispatched, we are unable to change the address.
For US and Canadian customers, the package may be returned to us, and we will notify you to arrange a reshipment. Please note that additional shipping fees would apply. If you do not wish to pay the extra shipping cost for a standard product, you may choose to cancel the order for a refund (excluding the original shipping fee). If your order is customized, we do not accept cancellation.
Please make sure the address you provide is safe and ready to receive packages. We are not liable to replace products that have been marked as delivered by the shipping company. We will do our best to assist in locating your package.
How can I track my order?
Once your order is shipped, you will receive a tracking number. If you have not received your tracking details, please check your spam folder, or reach out to us at hello@lumiologie.com
Orders & Payment
What payment methods do you accept?
We accept Visa, MasterCard, American Express, Discover, Shop Pay, and PayPal.
Personalization
Do you provide personalization service?
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
Products and Manufacturing
Where are your products manufactured?
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.