Client care
Clear expectations for every Lumiere Pet order, from checkout through delivery, return, and refund. Last updated 18 July 2026.
An order is accepted only after successful payment and an order reference are issued. Standard orders are prepared in 2 to 4 business days. We may contact you if a selected size, address, availability, or order detail needs clarification.
Contact us as soon as possible if you need to change or cancel an order. We can only cancel or change an order before it enters dispatch preparation. Once dispatched, the return process below applies. This does not affect any cancellation rights that cannot legally be limited in your location.
Tracked delivery is available internationally. Delivery is complimentary on orders of $300 USD or more; orders below that threshold have a flat $18 USD delivery charge. Preparation normally takes 2 to 4 business days. For United States orders, the current standard estimate is 7 to 16 business days from order, including 5 to 12 business days in transit. Delivery estimates are not guaranteed because customs, local carriers, weather, and border controls are outside our control. Tracking appears in your Lumiere Pet account after dispatch.
Destination-country import duties, taxes, brokerage charges, and customs requirements are the recipient's responsibility unless the checkout page expressly states otherwise. Customs review and local carriers can affect delivery timing.
Request return authorization within 14 calendar days after delivery by emailing lunarastudio2024@gmail.com with your order number and the reason for return. We will reply with the return instructions and address. Eligible new, unused pieces may be exchanged for another in-stock piece within the same window; any price or delivery difference will be confirmed before processing. Do not send a parcel before authorization, as we cannot reliably identify or process an unapproved return. Return requests sent after this window may not be accepted where local law permits.
Eligible pieces must be unused, clean, undamaged, and returned with all original packaging. Decorative pet accessories that have been worn, personalized, adjusted to order, or show pet hair, odor, damage, or signs of use are not eligible for a change-of-mind return for hygiene and safety reasons. Personalized, custom-sized, altered, or made-to-order pieces may also be excluded where local law permits.
Contact us within 48 hours of delivery with your order number, photographs of the parcel and item, and a description of the issue. If tracking stops or a parcel is missing, contact us promptly so we can open a carrier inquiry. We will assess the claim and, where appropriate, offer a replacement, repair, refund, or another remedy required by applicable law.
Once an authorized return is received and inspected, approved refunds are sent to the original payment method within 5 to 10 business days. Purchases paid from a member wallet are normally returned to that same wallet. Original delivery charges, import duties, and return postage are not refundable unless the item was incorrect, damaged, or otherwise our responsibility. Your bank or payment provider may take additional time to show a completed refund.
If a parcel is refused, unclaimed, or returned because the address or customs information was incomplete, outbound delivery, return-to-sender, and any carrier charges may be deducted from an eligible refund.
This policy is in addition to, and does not replace, consumer rights that apply in your country or region. Where mandatory law gives you a longer return, cancellation, repair, replacement, or refund right, that law applies.
Policy version 2026-07-19 · Last updated: July 19, 2026