FAQ

Orders

How do I place an order?

Simply add items to your cart, proceed to checkout, and follow the steps to complete your purchase. You’ll receive an order confirmation email once your order is placed.

Can I cancel or change my order after placing it?

We process orders quickly, so changes or cancellations are not guaranteed. If you need help, please contact us as soon as possible at [email protected] with your order number, and we’ll do our best to assist.

I didn’t receive an order confirmation email — what should I do?

Please check your spam/junk folder first. If you still don’t see it, contact us at [email protected] and we’ll confirm your order status.

Do you offer gift orders or gift notes?

Gift options may be available at checkout depending on the product and season. If you'd like a gift message added, please email us immediately after placing your order.

Shipping & Delivery

Where do you ship?

Lumjewel currently ships to customers in the United States (including Alaska, Hawaii, and Puerto Rico) and Canada.
If your location is not available at checkout, please contact [email protected].

How long does shipping take?

Estimated delivery times:

• Standard Shipping: 7–15 business days

• Express Shipping (if available): 4–8 business days

Please note: delivery estimates do not include processing time and may be affected by carrier delays, customs, or holidays.

How long does it take to process my order?

Most in-stock orders are processed within 1–3 business days (excluding weekends and holidays).

How can I track my order?

Once your order ships, you'll receive a shipping confirmation email with tracking information (when available).
Please allow 24–72 hours for tracking updates to appear.

My tracking number isn’t updating — what should I do?

Tracking updates may take a few days to appear. If it hasn’t updated after several days, please contact us at [email protected].

Will my order arrive in multiple packages?

Sometimes, yes. Items may ship separately depending on product availability and fulfillment location. If this happens, you may receive multiple tracking numbers.

What if my package is marked “delivered” but I didn’t receive it?

Please check with neighbors, your building office, mailbox areas, and safe-drop locations. If you still can’t locate it, contact the carrier and email us at [email protected].

Returns & Refunds

What is your return policy?

Most eligible items may be returned within 30 days of delivery for a refund of the merchandise value. Items must be unused, unwashed, and in original condition.

Are any items final sale or non-returnable?

Yes. Final sale/clearance items, gift cards, and items marked non-returnable cannot be returned unless they arrive damaged or defective.

How do I start a return?

Email [email protected] with your order number and the item(s) you wish to return. If approved, we’ll send you return instructions.

Do I have to pay return shipping?

Unless the return is due to damage, defect, or an error on our part, return shipping costs are the customer’s responsibility.

When will I receive my refund?

Once we receive and inspect your return, refunds are typically processed promptly. Please allow 5–10 business days for your bank or card provider to complete the refund.

Do you offer exchanges?

At this time, we do not offer direct exchanges. You may place a new order and request a return for eligible items.

Damaged, Defective, or Incorrect Items

My item arrived damaged — what should I do?

Please contact us within 48 hours of delivery at [email protected] with:

• Your order number

• Photos of the damaged item

• Photos of the outer box and packaging

We will review the claim and provide an appropriate resolution.

Do you replace broken ceramics?

We package ceramics with extra care. If your ceramic item arrives damaged, please email us within 48 hours with photos. We’ll assist as quickly as possible.

Payments

What payment methods do you accept?

We accept secure payment methods, including major credit/debit cards, PayPal, and digital wallets such as Shop Pay, Apple Pay, and Google Pay. Payment options may vary by location.

What currency will I be charged in?

All transactions are processed in United States Dollars (USD).

My payment was declined — what should I do?

Please verify your billing information, contact your bank, or try another payment method. If issues continue, email us at [email protected].

Product & Care

How do I care for plush pillows and textiles?

We recommend spot cleaning and gentle care. For machine-washable items, follow the care instructions included on the product page or packaging.

Are your ceramics dishwasher or microwave safe?

Care instructions vary by item. For best results and long-lasting finish, we recommend hand washing ceramics unless the product page states otherwise.

Candle care — how do I use candles safely?

Always burn candles on a heat-safe surface, trim the wick before each use, and never leave a candle unattended. Keep away from children, pets, and flammable objects.

Account & Customer Support

Do I need an account to place an order?

No — you can check out as a guest. Creating an account may help you view order history and faster checkout in the future.

How can I contact lumjewel?

You can reach us anytime by email:
[email protected]
Customer Service Hours: 7 days a week, 5:00 am – 9:00 pm (PST)

Still Have Questions?

If you need help, our team is happy to assist.
📩 [email protected]