Returns & Refunds

At LULUMI, every candle is handmade with care and carefully packed before it begins its journey to you. ♡

Because our products are handmade and some are made to order, please read our Returns & Refunds Policy carefully before placing your order.

Handmade Products

Each LULUMI candle is handmade individually. Slight variations in colour, texture, shape, size and finish may occur.

These natural variations are part of the handmade character of our products and are not considered defects.

No two handmade candles will look exactly the same, and these small differences are part of what makes each piece unique.

Damaged Orders

We carefully pack every order to help protect your candle during transit. However, damage may occasionally occur during shipping.

We strongly recommend recording a continuous unboxing video when opening your parcel.

The unboxing video should clearly show:

The unopened parcel
The condition of the outer packaging
The shipping label
The process of opening and unpacking the parcel
The condition of the product when first removed from the packaging

An unboxing video helps us verify the condition of the parcel and product upon delivery and may be requested as supporting evidence when reviewing a damage claim.

If your order arrives damaged, please contact us within 48 hours of delivery.

Please provide:

Your order number
A clear unboxing video
Clear photos of the damaged product
Clear photos of the outer packaging and shipping box
Photos of any visible damage to the packaging

Please keep the original product, packaging and shipping materials until your case has been resolved.

We will review the information provided and determine the appropriate solution based on the circumstances.

Wrong or Missing Items

If you receive an incorrect item or an item is missing from your order, please contact us within 48 hours of delivery.

Please provide:

Your order number
Clear photos of the items received
A photo or video of the package and its contents

We will review the order and assist you accordingly.

Change of Mind & Unwanted Orders

We understand that personal preferences can vary. However, we do not accept returns or refunds simply because a customer changes their mind or does not like the product after receiving it.

This includes, but is not limited to:

Not liking the scent
Not liking the colour
Not liking the appearance or design
No longer wanting the product
Ordering the wrong scent
Ordering the wrong style or option
Purchasing the item by mistake

Please carefully review your selected product, scent, quantity and options before completing your order.

Custom-Made Orders

Custom-made candles are created specifically according to your requirements.

Once production has started, custom-made orders cannot be cancelled, returned or refunded due to a change of mind.

This includes changes to:

Design
Colour
Scent
Toppings
Personalisation
Other custom specifications

However, if a custom-made order arrives damaged or there is an issue caused by us, please contact us and we will review the situation and assist you accordingly.

Refused, Uncollected or Undeliverable Parcels

Customers are responsible for providing a complete and accurate delivery address and for receiving or collecting their parcel.

Orders that are returned to LULUMI because the customer:

Refuses delivery
Does not collect the parcel
Is unavailable to receive the parcel
Provides an incorrect or incomplete delivery address
Fails to respond to delivery attempts

are not automatically eligible for a refund.

Refusing or ignoring a delivery does not constitute a cancellation of the order.

If the parcel is returned to us, any additional shipping, return-to-sender or redelivery costs may be charged to the customer or deducted from any approved refund.

If the customer would like the parcel to be sent again, additional shipping charges may apply.

For custom-made products, we may not be able to offer a refund once production has started.

Products Damaged After Delivery

LULUMI is not responsible for damage caused after delivery due to improper handling, storage, burning, exposure to excessive heat, direct sunlight, moisture or other conditions outside our control.

Please follow the candle care and safety instructions provided with your product.

Non-Refundable Situations

Returns or refunds may not be accepted for:

Change-of-mind purchases
Not liking the scent, colour, design or appearance
Incorrect scent or option selected by the customer
Custom-made products after production has started
Normal handmade variations in colour, texture, shape or finish
Products that have been burned, used or altered by the customer
Damage caused by improper handling or storage after delivery
Parcels refused or uncollected by the customer
Parcels returned due to an incorrect or incomplete address provided by the customer