Shipping & Returns

Every DIANA LUME order carries something personal. We prepare each piece with care and keep the practical details clear, so you know what to expect before and after it begins its journey.

Order confirmation and preparation

After an order is placed, we will send a confirmation to the email address provided at checkout. Please review the item, recipient name, delivery address, and contact details carefully. Available shipping services, charges, and destination-specific information are shown at checkout; the option selected there and the details in your order confirmation are the record for that order.

Delivery estimates

Order preparation and carrier transit are separate stages. Any delivery date or range shown at checkout, in tracking, or by a carrier is an estimate rather than a guarantee. Weather, customs review, carrier disruptions, remote destinations, and other events outside our control can affect delivery.

Tracking your order

When an order is dispatched, we will email tracking details whenever the selected service provides them. A tracking link may take time to show its first scan after a label is created or a parcel is handed to the carrier.

International orders

Shipping availability varies by destination. Customs procedures, duties, import taxes, or carrier fees may apply depending on the destination and service. The amount and method of collection are determined by the checkout, carrier, or local authority. Review the information shown at checkout and any notices from the carrier or customs authority before accepting a charge.

Address changes and cancellations

If an address or order detail is incorrect, contact us as soon as possible with the order number and the correction. We will check the order status, but we cannot guarantee a change or cancellation after preparation has begun or the parcel has been transferred to the carrier.

Delayed or missing delivery

If tracking has not updated, first allow time for the carrier's next scan and confirm that the delivery address is correct. If the parcel remains delayed, or tracking shows delivered and it cannot be located, contact us with the order number and tracking details. We will review the available information and explain the next step; a carrier investigation may be required.

Damaged, incorrect, or incomplete orders

Contact us promptly with your order number, a description of the issue, and clear photos of the item, packaging, and shipping label. Keep the item and packaging while we review the case. We will confirm the appropriate next step after reviewing the information.

Returns and exchanges

Please contact us before you send or return anything. We will confirm whether the request is eligible, the return address, the condition in which the piece must be kept, and the instructions that apply to the order. Do not send a piece to the sender address on the parcel unless we have confirmed that address in writing. An unauthorized return may not reach the correct location or be processed.

Refunds

If a refund is approved after review, it will be issued to the original payment method. We will explain before an authorized return which shipping or exchange costs, if any, apply. Your bank or payment provider may need additional time to post an issued refund.

Need help?

Contact us and include the order number, the email address used at checkout, and a brief description of the question. Keeping those details together helps us review the correct order.