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
For orders delivered to the United States, both free and standard shipping use the same estimated delivery schedule:
- Order preparation: 2 business days.
- Carrier transit: 5–8 business days after dispatch.
- Free shipping on orders $150+: estimated total delivery in 7–10 business days.
- Standard shipping ($6): estimated total delivery in 7–10 business days.
These total estimates run from order placement to delivery and already include both order preparation and carrier transit; do not add the preparation time again. Business days are Monday through Friday, excluding public holidays.
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
You may request a return for an eligible item within 30 days after delivery. Items must be unworn, unused, and in their original packaging, subject to the eligibility conditions and exceptions in our full policy. Authorized returns are processed in Fuzhou, Fujian, China; we provide the exact return address after approval. Customers pay return shipping for a change of mind. For damaged, defective, or incorrect items, DIANA LUME covers reasonable return shipping costs when a return is required. Read the full Refund and Return Policy.
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
After we receive and inspect an authorized return, an approved refund will be issued to the original payment method within 10 business days. 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.