Refund policy
SHIPPING
Each Lumiclay order is prepared with care and shipped from our fulfillment location with tracking whenever available.
We currently ship to the United States, Canada, the United Kingdom, Switzerland, Norway, Monaco, Mexico, and Australia. All orders are charged in USD. We offer free shipping on all orders to the countries and regions we currently serve. Available delivery methods and estimated delivery times are shown at checkout.
In-stock items are usually processed within 1-3 business days, excluding weekends and public holidays. During launches, holidays, or high-volume periods, processing may take a little longer.
Estimated delivery windows begin after your order has been dispatched. Delivery may be affected by customs clearance, local postal conditions, weather, carrier delays, or address issues.
Once your order ships, you will receive a confirmation email with tracking details. Lumiclay is not responsible for carrier delays, failed delivery attempts, or packages marked as delivered by the carrier.
CUSTOMS & DUTIES
Orders shipped outside the dispatch country may be subject to customs duties, VAT, import taxes, brokerage fees, or other local charges. These fees are set by the destination country and are the responsibility of the recipient.
Customs rules vary by country. We recommend checking your local import rules before placing an order, especially if you are shipping to the United Kingdom, Switzerland, Norway, Monaco, Mexico, Canada, or Australia.
If a parcel is refused, abandoned, returned, or delayed because customs fees were not paid, Lumiclay is not responsible for the additional costs. Any customs fees, return shipping fees, or carrier charges may be deducted from an eligible refund where applicable.
ORDER CANCELLATIONS & CHANGES
If you need to change your shipping address, bracelet size, crystal choice, or cancel an order, please contact us immediately at lumiclay@lumiclayshop.com.
We will do our best to help before the order is processed. Once an order has shipped, we cannot modify the address, change the items, or cancel the shipment.
Please review your order details carefully before completing checkout.
DAMAGED ITEMS
If your order arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible. Contacting us within 48 hours of delivery helps us investigate the issue with the carrier, but this timeframe does not limit any rights or remedies available under applicable consumer law.
Please include:
- Your order number
- Clear photos of the item
- Clear photos of the outer packaging and shipping label
- A brief explanation of what happened
After review, we may provide an appropriate repair, replacement, exchange, refund, or other remedy in accordance with applicable law.
EXCHANGES & REFUNDS
You may submit a return or exchange request within 14 days after the last item in your order is delivered. All requests are reviewed for eligibility and are not automatically approved. Eligible items must be unused, unworn, unaltered, and in their original condition.
To begin a return or exchange, contact us at lumiclay@lumiclayshop.com before sending anything back. Include your order number, the item you wish to return, the reason for your request, and clear photos where relevant.
For approved returns and exchanges that are not due to a confirmed damaged, defective, or incorrect item, the customer is responsible for return shipping and any applicable customs duties, import taxes, brokerage fees, and the risk of loss during return transit.
Once the returned item is received, we will inspect it. If approved, the refund will be issued to the original payment method within five business days. For approved returns that are not due to a confirmed damaged, defective, or incorrect item, original shipping charges and customs or import fees are not refundable unless required by applicable law.
For complete eligibility, exception, and consumer-rights information, please review our Refund Policy.
NON-RETURNABLE ITEMS
Return and exchange requests are reviewed individually. Items clearly marked as Final Sale before purchase, gift cards, genuinely custom-made or personalized items, and items that have been worn, used, altered, fragranced, damaged after delivery, or improperly cared for are generally not eligible for standard returns or exchanges, except where required by applicable law.
Choosing a standard wrist size shown on a product page, such as XS through XXL, does not by itself make an item personalized or Final Sale. Discounted or promotional items may still be submitted for review unless clearly marked as Final Sale before purchase.
Natural crystals may show variations in color, pattern, clarity, texture, inclusions, and shape. Normal disclosed variations are part of the character of genuine stone and are not considered defects. This does not affect your rights if an item is faulty, damaged, or materially different from its description.
LOST OR DELAYED PARCELS
If your parcel appears delayed, please check the tracking link first and contact the carrier or local postal provider when needed.
We are happy to help where possible, but carrier delays, customs processing, failed delivery attempts, incorrect addresses, and parcels marked as delivered are outside of our direct control.
If a package is returned to us because of an incomplete address, refusal, unpaid customs charges, or failed delivery, additional shipping fees may apply before the order can be resent.
CHARGEBACKS
If there is an issue with your order, please contact us first so we can review and resolve it. Opening a chargeback before contacting us may delay the resolution process.
Fraudulent, duplicate, or invalid chargebacks may result in cancellation of pending orders and may prevent future purchases from our store.
AGREEMENT TO OUR POLICY
By placing an order with Lumiclay, you acknowledge that you have read and agreed to this Shipping & Returns Policy.
