Customer care
Free US shipping over $100, $8 flat-rate otherwise, 5–7 business day delivery, and 30 days to change your mind.
Standard shipping is a flat $8 on all US orders.
Orders over $100 ship free automatically at checkout — no code needed.
We currently ship to all 50 US states and Washington, D.C. via USPS or UPS Ground.
Most US orders arrive within 5–7 business days after shipping.
Orders are processed within 1–2 business days. During launches or holidays processing may take up to 3 business days.
You will receive a tracking email as soon as your order ships.
We ship internationally at a flat $20 per order.
Delivery times vary by destination, typically 10–21 business days. Import duties and taxes are the responsibility of the recipient.
You may return most items within 30 days of delivery for a full refund. Items must be unworn, unwashed, and in original condition with any tags or packaging intact.
Requests made after 30 days can be reviewed case by case — write to us and we'll do what we reasonably can.
Email returns@lumenellaltier.com with your order number and the items you'd like to send back. We reply within one business day with a prepaid label for US orders.
International orders are returnable at the customer's shipping expense; we'll supply the return address and customs guidance.
Once your return arrives and passes inspection, we issue the refund to your original payment method within 5 business days. Your bank may take a further 3–10 days to post it.
Original shipping charges are refunded only when the return is caused by our error or a damaged item.
We handle exchanges as a return plus a new order, so your preferred size or colour is reserved immediately rather than held while the parcel travels.
For hygiene and safety reasons, burned candles and earrings are final sale. Custom or personalised pieces are also final sale and are marked as such on the product page.
If something arrives damaged, faulty, or simply isn't what you ordered, send a photo within 14 days of delivery. We'll replace it or refund you in full, including shipping — no return required in most cases.
Write to returns@lumenellaltier.com and a real person will answer — usually the same day.
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