Returns & Refunds
The short version
If a piece reaches you damaged or defective, we will make it right. Beyond that, personalized pieces are sculpted for one person and cannot be resold, so they are final sale once production has begun.
Personalized and made-to-order pieces
A personalized lamp or figurine is built around your photo, your name or your date. Once we start sculpting it, no one else can use it, which is why we do not accept returns or exchanges on personalized pieces except when they arrive damaged or defective.
Before production starts you still have room to change your mind. You can cancel or edit a personalized order at any point before you confirm your personalization details with us — write to support@fernlume.com with your order number and we will sort it out. If sculpting has already begun, tell us anyway and we will be straight with you about what is still possible.
Damaged or defective on arrival
Glass and clay travel a long way. If yours did not survive the trip, tell us and we will make it right.
- Photograph the piece, the packing material and the outer box before you throw anything away.
- Email those photos and your order number to support@fernlume.com as soon as you can after the parcel arrives.
- Keep the packaging until your claim is settled — the carrier sometimes asks to see it.
- We will reply with what happens next. A replacement is sculpted to order just like the original was, so it needs its own production window, and we will confirm that timeline with you.
Pieces with no personalization
For a piece with nothing customized on it, write to us about a return while it is still unused and in its original packaging, and we will walk you through it. Tell us what did not work — sometimes the answer is a swap rather than a refund.
Refunds
Approved refunds go back to the original payment method. We will send you confirmation the moment we issue one; how quickly it then shows up on your statement is up to your bank rather than us.
Lost or undelivered parcels
If tracking says delivered but nothing is there, check with your household and your neighbors first, then write to us. If tracking simply stops moving, tell us and we will open a trace with the carrier. A parcel that is genuinely lost is not your problem to absorb — we will make it right.
What a return does not cover
- Normal handmade variation. Every piece is sculpted by hand, so small differences in shape, tone and paint from the listing photos are expected rather than faults.
- Damage from drops, water or outdoor use after delivery. These are indoor pieces and they are not waterproof.
- Ordinary wear over time, and any repair or alteration made by someone other than us.
How to start
Email support@fernlume.com with your order number, what went wrong, and photos if the piece is damaged. Please wait for our reply before shipping anything back — returns sent without confirmation may not reach us, and we will send you the right address along with your approval.