FAQ

Welcome to the Lumière Aeterna Help Center. We’re here to provide clear answers to your most common questions related to returns, refunds, cancellations, and more. Please review the FAQs below before reaching out to our customer support team.

🧵 1. Can I return or exchange an item if I ordered the wrong size or color?

Unfortunately, we do not accept returns or exchanges for custom-printed items due to incorrect size or color selection. Since all items are made-to-order just for you, please refer to the size chart available on each product page and double-check your order details before completing your purchase.

🧠 2. What if I change my mind after placing an order?

We do not offer returns or refunds for change of mind. As all items are custom-made, they cannot be restocked or resold.

🚚 3. My order arrived damaged or is defective. What should I do?

We're very sorry to hear that! If your order arrived damaged, defective, or incorrect, please contact us within 3 days of receiving it. Be sure to include:

  • Your order number

  • Clear photos of the item and the issue

📧 Email us at lumiereaeterna@gmail.com, and our team will review and assist you with a replacement or refund if eligible.

🔁 4. What issues qualify for a replacement or refund?

You may be eligible for a replacement or refund if:

  • The product was damaged or defective

  • You received the wrong item

Refunds are evaluated on a case-by-case basis and are not guaranteed unless the issue falls under the conditions above.

💳 5. How will I receive my refund?

If a refund is approved:

  • It will be processed to your original payment method

  • Please allow up to 7 business days for the refund to reflect in your account

  • Some banks or credit card companies may take additional time to post the refund

If it has been more than 10 business days since your refund was approved, please reach out to us at lumiereaeterna@gmail.com.

❌ 6. Can I cancel my order after placing it?

Once an order is placed, it enters production quickly. For this reason, cancellations are not guaranteed. If you wish to cancel, please contact us immediately. We will try to accommodate your request, but it may not always be possible.

📩 7. How do I contact customer support?

For any order issues or questions, please email us at:
📧 lumiereaeterna@gmail.com
We aim to respond as quickly as possible, typically within 24–48 hours.