Customer support

Contact Us

Contact LumeGem for order help, shipping questions, returns, damaged or missing items, product details, color selection, pattern planning, wholesale, or collaboration.

LumeGem contact support workspace with laptop, craft supplies, and packed parcel

Send us a message

Use this form for support questions. If your message is about an order, include the order number, checkout email, and any photos that help explain the issue.

Please do not include card numbers or payment details.

What to include

  • Order number and checkout email for order questions.
  • Tracking number and destination country for shipping questions.
  • Photos of the package, product label, shipping label, or item issue when relevant.
  • Color code, product link, variant name, or screenshot for product questions.
  • Clear project details if you need help with color selection or pattern planning.

Direct email: support@lumegem.com

Response time

We review support messages as soon as possible. Response time can vary during weekends, holidays, product launches, or high-volume periods.

Sending complete details in the first message helps us answer faster and reduces back-and-forth, especially for shipping, return, damaged-item, or color-matching questions.

What we can help with

  • Order status, address review, and tracking questions.
  • Returns, refunds, missing items, damaged items, or incorrect products.
  • Fuse bead size, color code, kit contents, and tool compatibility.
  • Pattern planning, color replacement, or project preparation.
  • Wholesale, creator collaboration, or business inquiries.

Please do not send payment details

For your safety, do not include card numbers, full payment information, account passwords, or unnecessary personal documents in the contact form or email. We only need the details required to identify the order and understand the support request.