Orders
Shipping & returns
Made to order in India, sent by express courier, with a clear note on Christmas timing and on what can and cannot be returned.
Every Lumen Atelier piece is made to order in India by our artisan team, then sent by express courier. Most customer orders are placed through our Etsy shop, which also handles payment and order messages.
Processing time
Making times are listed on each product page and are typically 1–2 weeks or 2–3 weeks, depending on the piece. Personalised work cannot be rushed without affecting the stitching, so the date on the product page is the one to follow.
Delivery after dispatch
Once a piece has been sent, current estimates are:
- United Kingdom: 7–14 days
- Europe: 10–18 days
- United States: 12–20 days
All orders are tracked. These are estimates, not guarantees; courier times can vary, particularly in the busy winter weeks.
Christmas orders
Where a listing already says so, we recommend ordering by 30 November for Christmas delivery. Please check the individual product page, as making times differ. The 20% offer with code CHRISTMASSALE20 runs until 12 December 2026, which is after that Christmas cut-off — a later order may still arrive in time, but we cannot promise it.
Duties, VAT and charges
Pieces are made in India and shipped internationally. Any import VAT or other charges applied by the courier or by UK (or other) customs are as they stand at the time of import. We will share what we know when you order; please also read the information shown at Etsy checkout. If you have a question about a specific destination, write to us before you buy.
Gift packaging
Where a listing mentions it, orders are packed in our cream gift box with tissue, a ribbon and a care card. A gift note can be added at checkout; prices are never included in the box.
Returns and cancellations
Under the Consumer Contracts Regulations, most goods bought online can be cancelled within 14 days. Personalised or made-to-specification items are exempt from that change-of-mind right, and you must know this before you buy. Almost everything we make is personalised or made to your wording, size or initials, and so cannot be returned simply because you have changed your mind, or because of a spelling you approved at checkout.
A small number of pieces can be ordered without personalisation — at the moment, the holly linen table runner, if you type “none” in the personalisation box. An unpersonalised item keeps the usual 14-day cancellation right. Please contact us before you send anything back so we can give you the address and the next steps. You would normally cover the return postage in that case, and the item should come back unused and in a condition that can be resold.
This does not affect your rights if something is faulty, damaged or not as described. Please write to us (or message us on Etsy) within 14 days of delivery, with photographs if you can, and we will put it right — a repair, a replacement or a refund, as appropriate.
If a parcel arrives damaged, please keep the packaging and contact us promptly so we can raise it with the courier.
How to get in touch
For an existing Etsy order, Etsy Messages is often the quickest route. You can also email patil.akshay.officialwork@gmail.com or use the contact form.