We are committed to processing and dispatching all orders as quickly as possible. All orders are delivered via China HSD Express, and a tracking link is provided on our website for real-time delivery updates. The delivery times shown on the website are estimates only; actual delivery may be affected by third-party logistics factors, and we cannot guarantee absolute punctuality.
All products purchased from our store (limited to the UK and EU regions) are eligible for free shipping. For customers in other regions, please contact our customer service for logistics arrangements. Standard delivery typically takes 12–15 business days. In the event of public holidays that may cause processing delays, we will post a notice on our website in advance. Once your order is confirmed, the shipping address cannot be changed. Please double-check your address before placing your order.
Order Tracking
- If you are a registered member, we will send an order confirmation and dispatch notification to your registered email address once your order has been shipped. You may also log in to your account on our website to check the latest order status at any time.
- In the event of system delays, please wait patiently for the logistics company’s information to update before checking again.
- If you are not a registered member, please contact customer service (lumennaturae2025@gmail.com) directly to obtain tracking information after your order has been dispatched.
Returns Policy
As our store offers products including food items, handmade goods, and one-of-a-kind ceramic and wood carving artworks, we apply a differentiated return and exchange policy based on product category:
- Ceramic and wood carving artworks (one-of-a-kind pieces): As each piece is a unique handmade creation, once sold, returns or exchanges are not accepted unless due to a quality issue (such as shipping damage). Please carefully review the product details and dimensions before placing your order.
- Food and handmade products: For hygiene, food safety, and product integrity reasons, we cannot accept returns or exchanges once the item has been opened or used. Returns or exchanges are only accepted if the item is damaged, defective, or broken during transit.
General Return & Exchange Conditions:
- Please inspect your package in the presence of the courier upon delivery. If you discover shipping damage, take photos immediately, retain all original packaging materials, and contact our customer service without delay.
- Our assessment is based on the actual condition of the items received. Any damage incurred during return shipping shall be borne by the buyer.
- If your order includes free gifts, they must be returned in good condition. If the gifts cannot be returned, or are damaged or lost due to the buyer’s reasons, the corresponding value will be deducted from the refund.
- If a store coupon was used at the time of purchase, the coupon amount will be deducted from the total before the remaining balance is refunded.
- Returned items must have been purchased from www.lumennaturae.cn. Items bought from physical stores or authorised dealers cannot be returned through this channel.
- Return shipping and packaging costs are to be borne by the buyer.
If you wish to apply for a return (subject to the eligibility criteria above), please contact our customer service (lumennaturae2025@gmail.com) to notify us of your intention and send the item(s) back following the provided instructions. Once we receive your return, we will inspect the item(s), which typically takes 3–5 business days. If the item(s) meet the return conditions, we will process a full refund via the original payment method. Please ensure that all return parcels are sent using a traceable, insured courier, as we cannot be held responsible for items damaged or lost in transit. The time it takes for the refund to appear in your account will depend on your bank’s processing timeline.
Return Shipping PLS contat Lumen Naturae After-Sales Team (for items purchased from www.lumennaturae.cn only): lumennaturae2025@gmail.com