Lumora Crafts®

EXPRESS DELIVERY SERVICE

SECURED PAYMENT GATEWAY

10 DAYS RETURN POLICY

CUSTOMER SUPPORT 24 X 7

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Frequently Asked Questions

If you have any problems, consult the FAQs on our website

Ordering & Payment

How do I place an order?
Browse the store, choose a product, select size/color (if available), then click Add to cart. When ready, go to the cart and click Checkout to enter shipping and payment details. You’ll receive an order confirmation email once payment is accepted.
What payment methods do you accept?
We accept major credit/debit cards (Visa, MasterCard, American Express), PayPal, and buy-now/pay-later options where available. All payments are processed securely.
Can I change or cancel my order?
If your order hasn’t shipped we can usually update or cancel it. Contact us ASAP (see Contact & Support) with your order number. For custom or made-to-order items cancellations may not be possible once production has started.

Shipping & Delivery

Where do you ship?
We ship across the U.S. (48 contiguous states). For Alaska, Hawaii, U.S. territories, shipping may vary — please check the product page or contact us for rates and delivery times.
How long will my order take to arrive?
Standard shipping: 3–7 business days for in-stock items; large/freight items have separate lead times and shipping charges.

Returns, Exchanges & Refunds

What is your return window?
Our standard return window is 10 days from delivery for most eligible items. Items must be in original condition, unused, and in original packaging to qualify. (Certain items like custom pieces, final-sale, or clearance are non-returnable.) This aligns with common home-decor retailer practice.
How do I start a return or exchange?
Go to My Orders → select the order/item → click Return/Exchange OR contact Customer Support with your order number and reason. We’ll provide return instructions and a prepaid label if applicable.
Are there return shipping fees?
Return shipping depends on the reason: damaged or wrong items returned at no cost; change-of-mind returns may incur a return shipping fee or restocking fee for large/freight items.
When will I receive my refund?
Refunds are processed after we receive and inspect the item. Allow 5–10 business days after processing for the amount to appear on your original payment method.
What items are non-returnable?
Custom/made-to-order items, clearance/final sale items, live plants, and items marked “non-returnable” cannot be returned. Always check the product page for exceptions.

Product, Quality & Care

How are your products inspected for quality?
Every item is inspected by our supplier/fulfillment partner before shipping. If anything arrives damaged or defective, contact us immediately and we’ll arrange a replacement or refund.
How do I care for lighting, furniture, and fabrics?
Product pages include care instructions (e.g., clean with a dry cloth, vacuum fabric cushions, use appropriate bulb wattage for lamps). Follow the included care tag/manual for best results.
Do your products come with a warranty?
Many items include a manufacturer warranty (length varies by product). If a warranty applies we’ll list it on the product page. For warranty claims, contact Support with photos and your order number.

Custom Orders, Personalization & Made-to-Order

Do you offer customization or personalization?
Yes — select personalization options on the product page where offered (e.g., custom finish, engraving). Custom items require additional production time; lead times are shown on the product page.
Can I return a custom or personalized item?
Custom/personalized items are generally non-returnable unless defective or damaged on arrival. Please review customization details carefully before ordering.

Account, Privacy & Security

Do I need an account to place an order?
No — guest checkout is available. Creating an account lets you track orders, save addresses, and view past purchases.
How is my personal information protected?
We use secure, industry-standard encryption for payments and safeguard your data per our Privacy Policy. We never store full card numbers on our servers.

Damaged Items, Missing Parts & Order Problems

My item arrived damaged or with missing parts — what should I do?
Take photos of the damage/packing and contact us within 48 hours with your order number. We’ll arrange a replacement, repair, or refund as appropriate. Fast reporting helps speed resolution.
My shipment shows “delivered” but I can’t find it.
Check with neighbors, building office, or other household members. If still missing, contact us and we’ll open an investigation with the carrier.

Contact & Support

How can I contact customer service?
Email: support@lumoracrafts.com. For order issues include your order number to speed things up.
When will you reply?
We aim to reply to emails within 24 business hours and to chat/phone requests immediately during business hours.

Thoughtfully Curated for Modern Homes