Order support
Returns & Refunds
Review how return requests, damaged items, missing items, incorrect products, and refund timing are handled before sending anything back.
Return eligibility
Return requests are reviewed based on item condition, order status, product type, and the reason for the request. Please contact us before sending anything back so we can confirm the correct next step.
- Items should be unused, clean, complete, and in original condition.
- Proof of purchase, order number, and checkout email are required.
- Product labels, packaging, and accessories should be kept until review is complete.
- Custom, clearance, final-sale, opened consumable, or visibly used items may not be eligible.
How the review process works
- Email us with your order number and reason for the request.
- Send photos when the issue involves damage, missing parts, incorrect items, packaging, or product labels.
- Wait for support to review the case before returning anything.
- If a return is approved, follow the return instructions and packaging guidance provided by support.
- After the returned item is received and inspected, the eligible resolution will be confirmed.
Incorrect, missing, or damaged items
Email support@lumegem.com with your order number, a short issue description, and clear photos of the parcel, shipping label, product label, and affected item.
For bead colors, please include the color code, product link, variant name, and a photo taken under neutral lighting when possible. Keep all packaging until support finishes the review.
Refund timing
If a refund is approved, it is normally returned to the original payment method. Processing time can vary depending on the payment provider, card issuer, bank, and local payment rules.
Shipping fees, return shipping costs, customs charges, or payment handling fees may not always be refundable. The final refund details depend on the case review and the original transaction.
Items that may not qualify
Some items may not qualify for return or refund once opened, used, customized, damaged after delivery, or missing original packaging. This can include opened bead packs, partially used kits, custom project materials, clearance items, final-sale items, or items returned without approval.
If you are unsure, contact us first with photos and your order number so we can review the situation before you take action.
