Thoughtfully Made, Thoughtfully Returned
Every Lumière Shade is handmade to order - crafted with care, not pulled from a warehouse. Because of that, out return policy balances flexibility for you and fairness to our makers.
Returns & Exchanges
We want you to love your Lumière piece. Each shade is handmade to order, which means it's created especially for you. Because of this, we don't accept unrestricted returns like mass retailers - but we do believe in fairness and thoughtful service.
If something isn't right:
1. Please contact us within 7 days of receiving your order at hello@lumiereshades.com
2. We’ll always work with you to make it right — whether that’s a replacement, exchange, or store credit.
Change of Mind Returns
1. We accept returns for store credit on change-of-mind orders.
2. A 15% restocking fee applies to help cover artisan production time and quality-control costs.
3. Returned items must be unused, in original packaging, and received within 30 days.
4. Store credits are valid for 12 months and can be used toward any future purchase.
USA Customers.
We've made returns easy for our U.S customers - all returns ship back to our USA depot, not overseas.
Damaged or Incorrect Items.
If your order arrives damaged or incorrect, please email us with photos within 7 days. We'll replace of refund immediately - no fees, no fuss.
Custom Orders & Electrical Cable
Custom-size and electrical cables are final sale and not eligible for return unless damaged or faulty.
Unfortunately, we cannot verify if the components have been used or tampered with, and maintaining the integrity of our products is our top priority.
Refunds
Refunds are processed via store credit unless the item is faulty or we are at fault. You'll receive a confirmation once your return has been processed.
Cancellation Policy
At Lumiere Shades, we understand that plans can change. However, please note that since our products are all custom orders, handmade in Bali, cancellations may not always be possible once production has begun.
You have a window of 48 hours from the time of placing your order to initiate a cancellation. If your order has already been shipped, we're unable to cancel it. However, you can still return the item following our Returns Policy.
Disclaimer
Color Variation
We want to emphasize that the colors of our lighting fixtures may appear slightly different on your screen than in real life. Despite our best efforts to capture accurate representations, variations may occur.
If color accuracy is crucial to you, we encourage reaching out to our customer support team for guidance before making a purchase.
Assistance in Selecting the Right Color or Size
Your satisfaction is paramount to us. If you have concerns about color or size, our dedicated customer support team is here to assist you.
Questions?
We're always here to help, contact us at hello@lumiereshades.com - we love hearing from you.