Returns Policy
How do I return or exchange an item?
All our pieces are made by hand to order, meaning each one is as unique as you!
We can only accept returns/refunds on faulty items, and can not accept returns due to change of mind unfortunately or if the sign has been altered by the customer in any way, as all pieces are made to order. All sales are final once placed on site.
In the very unlikely case of your piece arriving broken to where it is unable to work/turn on or faulty, you have 2 days from the day of tracked delivery to let us know via email at lumiwalls@gmail.com and we will troubleshoot the issue and if unable to resolve we will deliver a replacement free of charge.
We offer a 12 month guarantee on all pieces, so if your piece breaks due to a mechanical or technical issue or stops working due to a mechanical or technical issue during this period just let us know and we will replace it free of charge! :)
What are your shipping rules and options?
Once your sign ships, you will receive a tracking number. We offer a range of shipping options to all countries globally, with different prices to reflect different shipping speeds.
Shipping time guidelines are as follow:
FREE Standard Shipping 1-2 weeks delivery, fully tracked service
*shipping times may vary based on delivery service in which we are unable to control delays* Some shipping times are still delayed due to COVID-19, please take that into consideration once item is shipped.
What if the item I ordered arrives broken or damaged?
In the very unlikely case of your piece arriving completely broken or faulty, you have 2 days from the day of tracked delivery to let us know via email at lumiwalls@gmail.com and we will deliver a replacement free of charge. The sign has to be broken where the sign no longer turns on or functions properly in order for it to be covered under this policy.
What if the item I ordered is lost with the shipping courier or never received?
In the very unlikely case of your piece never arriving you would need to contact FEDEX/DHL/UPS to have them open a case to research your item. We are not responsible for any lost or stolen items once they leave our warehouse.
Where do you ship from?
Primarily we ship out from fulfillment centers in the United States, Eastern Asia and Western Europe. If the item you've purchased is out of inventory in your nearest location, we'll send it directly from our production lines at the same delivery times as stated in our shipping section.