Refund policy

Our happiness promise

We want you to love your Luma Gift. If your order arrives damaged, defective, or materially different from what you ordered, please contact us and we will work with you on a replacement or refund.

Personalized items

Because personalized products are made specifically for you, we generally cannot accept returns or exchanges for a change of mind, incorrect photo selection, personal preference, or ordering the wrong size after production has started.

Please review your photo, personalization details, shipping address, and product options carefully before submitting your order. If you notice an error, contact us as soon as possible. We will try to help before production begins, but changes are not guaranteed after production or shipment.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, email support@lumagift.shop within 30 days of delivery. Include your order number, a brief description of the issue, and clear photos or video showing the item and packaging.

After reviewing your request, we may offer a replacement at no additional cost, a store credit, or a refund to your original payment method. We may ask you to keep the item or return it, depending on the issue.

Refund eligibility

Refunds may be considered when an item is confirmed to be defective, damaged in transit, materially different from the product ordered, or when we are unable to fulfill your order. We do not refund shipping charges for a change of mind or for an incorrect address supplied by the customer.

Order cancellations

You may request a cancellation by contacting us immediately after placing your order. Since personalized orders can enter production quickly, cancellation requests are not guaranteed. Once production or shipment has started, the order may no longer be eligible for cancellation.

How refunds are issued

Approved refunds are sent to the original payment method. Your payment provider may require additional processing time before the funds appear in your account. We will email you when a refund has been issued.

Items marked delivered

If tracking shows that your order was delivered but you cannot locate it, please check with household members, neighbors, building management, and the local carrier first. Contact us if the package remains missing so we can review the delivery with you.

Contact us

To request help with a return, replacement, cancellation, or refund, email support@lumagift.shop with your order number. We aim to reply within 2 business days.