FAQ

Shipping & Delivery

How long does shipping take?

Because many Lumines pieces are handcrafted to order, delivery times vary based on size and craftsmanship:

  • Large Furniture (tables, cabinets, oversized pieces): 30–45 days

  • Medium Items (chairs, stools, decor sets): 15–25 days

  • Small Decor & Accessories: 7–12 business days

Each product page includes an estimated delivery window.
We work closely with our artisans and logistics partners to ensure your order arrives as safely and quickly as possible.

Can I see photos of my item before it ships?

Yes.
Upon request, we can provide detailed photos or videos of your finished piece before it is shipped.
This allows you to approve the craftsmanship, wood tone, textures, and overall aesthetic prior to delivery.

Do you ship internationally?

Yes, international shipping is available.
For destinations outside Canada and the U.S., please contact us to receive a custom shipping quote and timeline.

Orders & Returns

How can I track my order?

Once your order ships, you’ll receive an email with a tracking number.
You may also receive periodic updates while your piece is in international transit.

What is your return policy?

Because each Lumines piece is handcrafted and shipped internationally, we do not accept standard returns for change of mind, aesthetic preferences, or measurement errors.

If your item arrives damaged or defective, please contact us within 48 hours with photo or video evidence.
We will then offer the most appropriate solution, which may include a partial refund, store credit, replacement, or full refund, depending on the situation.

Returns are not required due to the size and nature of our pieces.
For full details, please visit our Return Policy page.

Products

Are your products made to order?

Yes. Most Lumines pieces are made to order, meaning production begins only after an order is placed.
This handcrafted process ensures each piece is unique, following the Wabi-Sabi philosophy of natural variation and imperfect beauty.

Will my item look exactly like the photos?

Each piece is unique.
Natural wood variations, texture differences, and slight size changes (±4–9 cm) are normal and part of the authenticity of handcrafted furniture.

Do you offer customization?

Certain items may be customizable.
Please reach out with your request, and we will check with our artisans.

What if I received the wrong item?

If the incorrect product arrives, contact us within 48 hours with photos, and we will resolve the issue immediately.