What is your return policy?

Please read our Policies in full, which cover returns, refunds and limitations on manufacturing quality.

We only accept returns for stock (non-custom) products. Contact us within 2 business days of delivery to request a return. After we receive your return, we will credit your Lumi account balance for the cost of your order minus shipping and a 15% restocking fee. Product must be in new, unused condition.

Before your purchase, review your order carefully and be sure you understand the limitations of our manufacturing processes. Before submitting an order, verify that all order details are completely accurate. If we make a product error or it arrives damaged, contact us right away and we will remake or refund the full or partial order. These orders must be sent back to us before we process remakes or refunds.

How do I cancel my order?

Contact us as soon as possible. We start working on your order right away, and we cannot cancel orders once they are in progress.

What is a proof?

A proof is an agreement between you and Lumi confirming the design and specifications of your item before it enters production. If anything is missing or not correctly represented on the proof, let us know, otherwise you may not be eligible for a refund/remake if the product does not meet your expectations.

Proofs at Lumi are always provided digitally. The digital proof looks similar to a dieline, but is formatted for manufacturing. Manufacturing will not begin until you approve your proof. All lead times on the Lumi website account for a 24-hour approval process. If it takes longer than 24 hours to approve your proof, your estimated delivery date may be delayed.

Will I get a proof for my order?

It depends on the product. A digital proof is provided for all custom-manufactured items that are quoted through our quoting process.

For products purchased instantly through the Shop, the preview you see in the Editor serves as the digital proof. We may provide a final digital proof if any manufacturing details differ from what you saw in the Editor.

Please review your proof carefully. We will not refund products manufactured correctly according to the proof. We will not cancel orders after you approve the proof.

How do I reorder something I have bought before?

Every product you’ve ordered is saved in your Dashboard. When you login at lumi.com, navigate to the Items view where you can view previously ordered items and reorder them.

What does lead time mean?

The lead time is the number of days or weeks it takes from the time you order a product to the time your product is ready to ship. The lead time does not include the delivery time.

Can you rush orders?

It depends on the product. Request a quote specifying your target delivery date and we’ll do our best to find the best option for you. Rush fees may apply.

Do you have discounts on bulk orders?

Yes. You’ll see bulk discounts reflected on each product’s editor page. As you adjust the “Quantity” slider, the unit cost will update. If you are looking for higher quantities please request a quote.

Where is my order?

As soon as your order ships, a shipping notification will be sent to the email associated with your account. You can also see all Shipments associated with your account by logging into your Dashboard and navigating to the Shipments view. If you have not received a shipping confirmation, please contact us.

For more questions see our Shipping Help page.

What counts as a business day in the lead time?

Monday through Friday excluding U.S. national holidays.

Can I order more than one size to meet the minimum quantity?

No. The minimum quantity applies to each size or design.

I just got a refund for my order. When will the money return to my account?

Refunds typically appear on your bank statement with 5-10 business days.

I entered my billing address incorrectly. What should I do?

Contact us with the correct address, and we’ll make sure the payment went through.

Can I place an order over the phone?

No. We need your digital file to make your custom product, so we are not able to accept orders over the phone. We’re still here to help! Contact us if you’re having any trouble with the website.

I'm ordering a gift. Can you leave out the invoice?

No. Unfortunately, we don’t currently offer this option.