Refund policy
Return Policy
Your happiness is important to us! If you are not completely satisfied with your Lumen & Memory, please contact us at jian022888@gmail.com within 7 days of receiving your item. We will do our best to address any concerns or issues you may have.
However, due to the custom-made nature of each Lumen & Memory and the significant time and care invested in creating your unique portrait, we do not accept returns.
If you would like additional modifications, you may ship your Lumen & Memory back to us at your own expense, and we will gladly make the desired changes to ensure it meets your expectations.
Thank you for understanding and supporting our handmade process!
Order Cancellation Policy
To secure your place on our waiting list, a non-refundable deposit of 20% of the total price is required at the time of booking. This deposit ensures we can dedicate time and resources to your custom portrait.
If you decide to cancel your order before we begin working on your project, we will refund any payments made, excluding the 20% non-refundable deposit.
Once we have started working on your order, cancellations are no longer possible, as significant time and materials have already been invested in creating your unique portrait.
We truly appreciate your understanding and support, as each portrait is a handcrafted, one-of-a-kind piece made with care and attention to detail.
Order Change Policy
If you wish to make changes to your order, please email us at your earliest convenience within 24 hours of placing the order. We cannot guarantee changes beyond this time frame.