Delivery & Returns Policy

At Lumen Earth, we handcraft every product with care. Because our items are made to order, delivery and return processes are designed to reflect both the craftsmanship involved and your rights as a consumer.

Delivery Information

We currently deliver to the following regions:

UK (including GB) - Free - 5 to 7 working days

Ireland - Free - 5 to 7 working days

EU - £10 flat rate - 7 to 14 working days

Rest of the World - Not currently delivering

All products are handmade to order, so dispatch times may vary slightly, particularly during busy periods such as holidays or product launches.

Northern Ireland and EU Shipping Advantage

We are based in Northern Ireland, which remains aligned with the EU Single Market for goods. This allows us to deliver to Ireland and EU countries without customs duties, import VAT, or delays due to customs declarations.

Delivery times may vary based on local postal services and customs procedures.

Returns & Refunds Policy

We want you to be fully satisfied with your order. If something isn’t right, you have the right to return it under UK and EU consumer law.

Eligibility for Returns

You can return eligible items within 14 calendar days of receiving your order.

Items must be:
Unused, unwashed, and in their original condition

Returned with any original packaging
How to Return an Item

To start a return, please contact us at info@lumenearth.co.uk within 14 days of receiving your order. We will provide return instructions and any further guidance you may need.

Return Shipping

Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

For international returns, please clearly mark the parcel as "Returned Goods" to avoid customs charges. If not marked properly, we reserve the right to deduct related fees from your refund.

Non-Returnable Items

We cannot accept returns for:

Personalised or custom-made items (unless faulty)

Items returned outside the 14-day window

These exclusions do not affect your statutory rights.

Refunds

Once we receive your returned item, we will inspect it and notify you of the outcome.
If approved, your refund will be issued to your original payment method within 14 days of receiving the return.

Your Rights

This policy complies with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. These laws entitle you to a 14-day cooling-off period for most online purchases, as well as refund or replacement options for items that are faulty, damaged, or not as described.