Refund policy

RETURN & REFUND POLICY

Because LightLore pieces are fragile and international return shipping can cause additional damage, we do not accept returns or exchanges for a change of mind. Please contact us before purchasing if you have questions about a product’s size, color, materials or handmade variation.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order when it arrives. If an item arrives damaged, defective or incorrect, contact us within 7 days of delivery.

Please provide:

• Your order number
• Clear photographs of the item
• Photographs of the internal packaging
• Photographs of the external shipping box and shipping label

Once the issue is confirmed, you may choose either:

• A replacement at no additional cost; or
• A full refund for the affected item and the shipping charged for it

You do not need to mail a damaged, defective or incorrect item back unless we specifically request it and provide return instructions at our expense. Please keep the item and all packaging until we have completed our review.

If you prefer to keep an item with a minor issue, we may mutually agree to a partial refund or store credit. This option will only be used with your agreement.

CUSTOM AND PERSONALIZED ITEMS

Custom, personalized and made-to-order pieces cannot be cancelled, returned or exchanged because of a change of mind after the written design brief has been approved and production has begun.

Custom items remain eligible for a replacement or refund if they arrive damaged, contain a functional defect, are the wrong item, or materially differ from the approved written design brief.

Small differences in shape, curve, bubble pattern and color placement are natural characteristics of handmade glass. They are not considered defects unless they affect the safety, strength or intended use of the piece.

CANCELLATIONS

Contact us as soon as possible if you need to cancel an order.

A ready-to-ship order may be cancelled for a full refund before dispatch. Once it has been dispatched, it cannot be cancelled.

A custom order may be cancelled for a full refund before the design brief is approved and production begins. After production begins, it cannot normally be cancelled or refunded unless we agree otherwise in writing.

SHIPPING DELAYS

If we cannot ship within the production or dispatch timeframe confirmed for your order, we will contact you with a revised date. You may accept the delay or cancel the unshipped order for a full refund.

REFUNDS

Approved refunds are issued to the original payment method within 7 business days. Your bank or card provider may require additional time to display the refund.

If more than 15 business days have passed since we confirmed that a refund was issued, please contact us.

CONTACT

Email: paijiang39@gmail.com
Phone / WhatsApp: +86 134 7612 3779
Contact form: /pages/contact