Returns & cancellations

A change of plan

Please contact hello@luma3d.shop within 24 hours if you would like to change or cancel an order before we start making it. Include your order number and the change you would like.

Colour or leather changes may not be possible once production has begun. This request window does not reduce your cancellation or refund rights.

Cancelling an online order

For our current collection, including the offered colours and leather finishes, you can cancel before delivery or within 14 days after receiving the goods, without giving a reason. If one order arrives in separate deliveries, the period starts after the last item arrives.

To tell us you want to cancel or start a return, use our returns contact form or email hello@luma3d.shop. Include your order number and the items you want to return. You can also tell us by phone or post; you do not need to give a reason to cancel.

Send the goods back within 14 days of telling us. Include your order number or contact details, pack the items securely and keep proof of postage. The returns address is below.

For a change-of-mind return, you pay the return postage. Please pack the objects securely and keep proof of posting. You may inspect them as you would in a shop; we may reduce a refund to reflect loss in value from handling beyond that.

Bespoke work

Sending a Bespoke Design enquiry does not place an order. Before any bespoke work is agreed, we will provide the proposed specification, price and the terms that apply.

The statutory change-of-mind right may not apply to goods made to your specifications or clearly personalised. We will make this clear before you agree to an eligible bespoke order. Your rights if goods are faulty, damaged or not as described always remain.

Your refund

For a cancelled order, we refund the goods and the standard outward delivery charge when the whole order is returned. Refunds go to the original payment method, without a refund fee.

We refund within 14 days of receiving the goods back or evidence that you have sent them, whichever is earlier. If no goods were supplied, we refund within 14 days of being told of the cancellation.

For a partial return, we refund the returned goods; an outward delivery charge for the retained goods is not refunded.

If something is not right

If an object is faulty, damaged or not as described, please contact us. We will arrange a remedy in line with your consumer rights, including reasonable return costs where the goods are faulty or incorrect.

The change-of-mind time limits do not limit your rights for faulty goods. Making an object to order does not remove those rights.

Where to send your return

Please include your order number, or your name and contact details, so we can identify the order.