Shipping policy

SHIPPING POLICY

Last updated: August 26, 2026

Thank you for shopping with Lumiyue. Please review the following information regarding order processing, production, fulfillment, shipping, tracking, customs charges and delivery.

PRODUCTION AND FULFILLMENT LOCATION

Lumiyue orders are processed and fulfilled through our production and fulfillment partners in China and shipped from China to the customer’s delivery address.

Our registered office and business correspondence address is not the location from which orders are produced, processed, fulfilled, shipped or returned.

PROCESSING AND PRODUCTION TIME

Orders are typically processed within 2–5 business days before shipment.

For ready-made products, processing may include order verification, quality inspection and packaging.

For personalized products, processing begins after payment has been successfully received, all required personalization information has been provided and any necessary order or design details have been confirmed.

Business days do not include weekends or public holidays. Orders containing incomplete, inaccurate or unclear personalization information may be delayed until we receive the information required to begin or complete production.

SHIPPING DESTINATIONS

We currently ship to eligible residential and commercial street addresses in the contiguous United States and Canada.

The contiguous United States means the 48 adjoining states and does not include Alaska or Hawaii.

SHIPPING RESTRICTIONS

We do not ship to Alaska, Hawaii, U.S. territories—including Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa and the Northern Mariana Islands—or remote island locations.

We also do not ship to military addresses, including APO, FPO and DPO addresses, P.O. boxes, parcel lockers or any address that is not supported by our shipping partners.

We do not knowingly ship to countries or regions prohibited by applicable laws, international sanctions, carrier restrictions or customs regulations. Certain products may also be subject to destination-specific restrictions.

If a delivery address is not eligible, we will contact the customer by email to request an alternative address. If a suitable alternative address cannot be provided, the order will be cancelled and fully refunded.

We reserve the right to cancel and refund an order if the delivery address cannot be serviced, the shipment would violate applicable laws or regulations, or the shipping carrier is unable to accept or deliver the package.

SHIPPING TIME

Estimated shipping time begins after an order has completed processing and has been handed over to the carrier:

Contiguous United States: 7–12 business days
Canada: 7–12 business days

Orders are shipped from China. Shipping time is separate from the 2–5 business day processing time.

Shipping estimates may be affected by customs processing, carrier delays, weather conditions, public holidays, transportation disruptions, local delivery conditions or other circumstances outside our reasonable control.

TOTAL ESTIMATED DELIVERY TIME

The total estimated delivery time includes both processing time and shipping time.

Estimated total delivery time for eligible addresses in the contiguous United States and Canada: 9–17 business days.

For ready-made products, the estimated delivery period begins after payment has been successfully received.

For personalized products, the estimated delivery period begins after payment and all required personalization information have been successfully received and confirmed.

Delivery dates are estimates and are not guaranteed.

SHIPPING RATES

We currently offer free standard shipping on all orders delivered to eligible addresses in the contiguous United States and Canada.

There is no minimum purchase requirement for free standard shipping unless otherwise clearly stated on the product page or during checkout.

Any shipping charges, exclusions or exceptions will be displayed before the customer completes payment.

EXPEDITED SHIPPING

We currently do not offer expedited shipping.

For birthdays, holidays, anniversaries, weddings or other special occasions, please allow the full estimated delivery period of up to 17 business days and place your order as early as possible.

During peak shopping periods, production facilities, customs authorities and shipping carriers may experience increased demand and additional delays.

ORDER TRACKING

Once an order has shipped, a shipping confirmation email containing the tracking number will be sent to the email address provided during checkout.

Please allow approximately 3–5 business days after shipment for tracking information to become active or show movement on the carrier’s website.

A tracking number may be issued before the carrier completes its first physical scan. This does not necessarily mean that the package has not been shipped.

Customers are responsible for providing an accurate email address and checking their inbox and spam folder for shipping notifications.

MULTIPLE PACKAGES

Products within the same order may be produced or packaged separately.

An order may arrive in more than one package. Packages may have different tracking numbers and may arrive on different dates.

Receiving only part of an order does not necessarily mean that the remaining items are missing.

CUSTOMS, DUTIES AND IMPORT TAXES

Because orders are shipped internationally from China, packages may be subject to customs inspection, import duties, sales taxes, handling charges, brokerage fees or other charges imposed by the destination country or local authorities.

Unless expressly stated otherwise during checkout, the customer is responsible for any applicable customs duties, import taxes, brokerage fees or other government charges.

These charges are not controlled by Lumiyue and are not included in the product price unless clearly stated at checkout.

Customs processing may cause additional delivery delays. Customers should contact their local customs authority for information about possible charges before placing an order.

DELIVERY ADDRESS

Customers are responsible for entering a complete and accurate shipping address during checkout.

Before placing an order, please verify the recipient’s full name, street address, building number, apartment or unit number where applicable, city, state, province or region, postal or ZIP code, country and a valid telephone number where required by the shipping carrier.

INCORRECT OR INCOMPLETE ADDRESSES

Lumiyue is not responsible for delivery failures or delays caused by incorrect or incomplete information provided by the customer, including a missing apartment or unit number, an incorrect postal or ZIP code, an unavailable recipient, failure to respond to the carrier or customs authority, or refusal to pay applicable customs duties or import charges.

If a package is returned because of incorrect or incomplete information provided by the customer, additional shipping charges may apply before it can be sent again.

Personalized products may not be eligible for a refund when delivery fails solely because of incorrect or incomplete information supplied by the customer, except where otherwise required by applicable law.

These limitations do not apply where the delivery failure was caused by an error by Lumiyue or its shipping partners, or where the customer is otherwise entitled to a remedy under applicable law.

ADDRESS CHANGES

If you notice an error in your shipping address, please contact us as soon as possible at hello@lumiyue.com.

Please include your order number, original shipping address and corrected shipping address.

An address change is not confirmed until you receive written confirmation from us. We cannot guarantee that an address can be changed after processing, production, packaging or shipment has begun.

Requests to change names, photographs, spelling, sizes, colors, shipping information or other personalization details are subject to the same processing and production limitations.

DELIVERY DELAYS

Occasional delivery delays may occur because of circumstances outside our reasonable control, including customs inspections, carrier congestion, severe weather, natural disasters, public holidays, transportation disruptions, local delivery restrictions, strikes, labor disruptions, international security inspections or incorrect delivery information provided by the customer.

A delay does not automatically mean that a package has been lost. Customers should continue monitoring the tracking information while the package remains in transit.

If an order has not arrived after the estimated delivery period, please contact us so that we can review the shipment and assist with a carrier inquiry.

Nothing in this section limits any rights or remedies available to the customer under applicable law where an order is significantly delayed or is not delivered.

MARKED AS DELIVERED BUT NOT RECEIVED

If tracking shows that a package has been delivered but you cannot locate it, please:

• Check around the delivery location and any designated safe place.

• Ask household members, neighbors, reception staff or building management.

• Contact the local carrier using the tracking number.

• Allow one additional business day, as some carriers may record delivery shortly before the package is physically delivered.

If the package still cannot be located, please contact us at hello@lumiyue.com and include your order number and tracking number.

We will review the available tracking information and assist with a carrier inquiry where appropriate. A carrier’s delivered scan alone does not automatically determine final responsibility; each case will be assessed according to the available evidence and applicable law.

LOST PACKAGES

A package is not considered lost solely because tracking has temporarily stopped updating.

If tracking has not changed for an extended period or the package has not arrived after the estimated delivery period, please contact us at hello@lumiyue.com.

Please include your full name, order number, tracking number, delivery address and a brief description of the issue.

We may need to open an investigation with the shipping carrier before providing a resolution. Carrier investigations may require additional processing time.

If a package is confirmed as lost or undelivered, we will provide an appropriate resolution, which may include a replacement, reshipment or refund, depending on the circumstances and applicable law.

DAMAGED, DEFECTIVE, INCORRECT OR NOT-AS-DESCRIBED ITEMS

If an item arrives damaged, defective, incorrect or materially different from its description, please contact us as soon as reasonably possible at hello@lumiyue.com. We recommend contacting us within 14 days of delivery so that we can investigate the issue promptly.

Please provide:

• Your order number.

• A clear description of the issue.

• Clear photographs of the product.

• Clear photographs of the inner and outer packaging.

• A photograph of the shipping label, where applicable.

Please keep the product and all original packaging until we have completed our review. Claims submitted without sufficient supporting information may take longer to investigate.

The recommended 14-day reporting period does not limit any statutory rights or remedies available under applicable law.

Please review our Refund & Return Policy for complete information:

https://lumiyue.com/policies/refund-policy

UNCLAIMED OR REFUSED PACKAGES

Packages that are refused, unclaimed or not collected from a carrier or customs facility may be returned to the sender or disposed of by the carrier.

Where a delivery failure is caused by the customer—for example, failure to collect the package, refusal to pay applicable customs charges, failure to respond to the carrier or an incorrect address—additional return or reshipping costs may apply where permitted by law.

Personalized products may not be eligible for a refund where a package is refused or not collected for reasons caused by the customer, except where the product is damaged, defective, incorrect, materially not as described, or where a refund is otherwise required by applicable law.

These limitations do not apply where the refusal or delivery failure resulted from an error by Lumiyue, a problem with the goods, a significant delivery delay or another circumstance giving the customer a legal right to reject or cancel the order.

ORDER CANCELLATIONS

Order processing may begin shortly after an order is placed. Personalized products may enter production once payment and all required personalization information have been received.

Please email cancellation requests to hello@lumiyue.com within 12 hours of placing the order and before processing or production begins, whichever occurs first.

Please include your order number in the cancellation request.

Cancellation requests received after 12 hours or after processing or production has begun may not be possible. Personalized products generally cannot be cancelled after production has begun, except where otherwise required by applicable law.

Our 12-hour cancellation period is a voluntary pre-processing service and does not limit any statutory cancellation rights that may apply to eligible non-personalized products.

Requests to change photographs, names, spelling, sizes, colors, shipping information or other personalization details are subject to the same 12-hour and pre-production conditions.

Please review our Refund & Return Policy for complete information regarding cancellations, replacements, returns and refunds:

https://lumiyue.com/policies/refund-policy

RETURNS

Our registered office and business correspondence address in the United Kingdom is not our return address.

Please do not send products to that address. Customers must contact us at hello@lumiyue.com and receive written return instructions before sending a product back.

Returns sent without prior authorization or to an incorrect address may be delayed, refused or may not be processed where permitted by applicable law.

This requirement does not limit any statutory rights or remedies available to the customer.

Please review our Refund & Return Policy for complete return and refund conditions:

https://lumiyue.com/policies/refund-policy

CONTACT US

For questions about production, shipping, tracking, customs or delivery, please contact us:

Email: hello@lumiyue.com
Telephone: +44 7746 367695
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM
Response Time: We typically respond within 24–48 business hours.

For questions about an existing order, please include your order number in your message.