Shipping & Returns Policy
At Lumina Keepsakes, each 3D crystal is personalized and made just for you. This page explains our shipping options, delivery estimates, and policy for custom orders.
Where We Ship
We currently ship to selected countries and regions, including the United States, United Kingdom, Canada, Australia, and many European destinations. If shipping is available to your address, the available methods will appear during checkout.
Shipping Options
Depending on your location, the following shipping options may be available:
- Free Shipping: typically arrives in 4-7 business days after dispatch.
- Standard Shipping: typically arrives in 4-7 business days after dispatch.
- Express Shipping: typically arrives in 2-3 business days after dispatch.
Free shipping may be available for eligible orders in selected regions. Final shipping options, delivery estimates, and any shipping fees will be displayed at checkout.
Processing & Personalization
Because each keepsake is personalized, your order may require preparation before it is shipped. Delivery estimates refer to shipping time after dispatch and do not always include personalization or order processing time.
Tracking
Once your order has shipped, you will receive a shipping confirmation email with tracking information when available. Please allow a short time for tracking updates to appear after the carrier receives the package.
Incorrect Shipping Address
Please make sure your shipping address is correct before placing your order. If you notice an error, contact us as soon as possible. We cannot guarantee address changes after an order has entered production or shipment.
Delays
Delivery times are estimates and may be affected by carrier delays, holidays, customs processing, weather, or other circumstances outside our control. We appreciate your patience if a package takes longer than expected.
Customs, Duties & Taxes
International orders may be subject to customs duties, taxes, or import fees charged by the destination country. These charges, if applicable, are the responsibility of the customer.
Returns & Refunds
Because each Lumina Keepsakes crystal is custom-made with your uploaded photo, we do not accept returns or offer refunds for personalized items unless the item arrives damaged, defective, or incorrect due to an issue on our side.
Please review your order details, uploaded image, shipping address, and personalization information carefully before placing your order.
Damaged, Defective, or Incorrect Items
If your crystal arrives broken, damaged, defective, or incorrect, please contact us as soon as possible with your order number and clear photos of the item and packaging. After reviewing the issue, we may send a replacement at no additional cost.
Cancellations
If you need to cancel an order, please contact us as soon as possible. Because personalized orders may enter production quickly, cancellation requests cannot be guaranteed once production has started.
Contact Us
If you have questions about shipping, returns, or a damaged item, please contact us at luminakeepsakes@gmail.com.