Returns & Refund Policy
The short version
If a piece is not right, email us within 30 days of delivery and we will sort it out. If it arrived damaged, faulty or simply not what you ordered, the return is on us.
What can be returned
Items must be unused, in the condition you received them, and in their original packaging. Please do not install a hardwired fitting and then decide to return it, as we cannot resell a fitting that has been wired in.
How to start a return
Email info@lumenandloam.store with your order number and, where relevant, a photo of the problem. We will reply with a return address and instructions. Please do not send anything back before contacting us, as unannounced returns can go missing.
Who pays return shipping
- Damaged, faulty, or wrong item sent: we cover it. In many cases we will simply send a replacement rather than ask you to post the item back.
- Changed your mind: return postage is yours to cover, and we recommend a tracked service, since we can only refund items that reach us.
Refunds
Once your return arrives and has been checked, we issue the refund to your original payment method. Refunds are processed within 5 business days of us receiving the item; your bank or card issuer may take a few days more to show it.
Original shipping charges are refunded when the return is our error.
Damaged in transit
Our crackle glass and glass-shaded pieces are packed carefully but glass is glass. If something arrives broken, send us a photo within 7 days of delivery and we will replace it or refund it. You do not need to return broken glass to us.
Cancellations
Email us within 24 hours of ordering and we will cancel and refund in full, as long as the order has not yet shipped.
Late or missing orders
Delivery normally takes 10 to 25 business days. If your order passes 30 business days with no tracking movement, treat it as lost: email us and we will replace or refund it.