Shipping Policy
Everything is made to order
We do not keep finished lamps on a shelf. When your order arrives, that is when we start sculpting it. The wait is longer than it would be for a warehouse item, and in exchange the piece that leaves our studio was made for you.
Every order moves through four steps: personalization review, production, packing, and transit. Here is what each one involves, and where you will hear from us along the way.
1. Personalization review
If your piece is personalized, we email you after checkout to collect the photos, names or dates we need. You can also type your details into the personalization field on the product page before you check out — that is the fastest way to tell us what you want.
Production does not begin until you reply and we confirm the details will work. If we do not hear back, we follow up by email rather than guessing, and we hold your order while we wait for you.
If nothing from us has landed in your inbox shortly after checkout, please check your spam folder and then write to us at support@fernlume.com.
2. Production
Production is counted from the day your personalization details are confirmed rather than from the day you check out. Pieces with nothing to personalize go straight into the queue, so their clock starts at checkout.
We confirm your production and delivery timeline in your order emails, and we tell you if anything changes. Busy seasons run longer than quiet ones — when the studio is deep in a holiday rush we say so up front rather than letting you find out from a silent tracking page.
3. Packing and shipping
Each piece is wrapped, padded, boxed and marked fragile before it leaves the studio. A glass dome travels better than you would expect, but we pack for the worst.
- Shipping options and cost: enter your address at checkout and you will see every option available to you, with its cost, before you pay.
- Where we ship: checkout will tell you whether we can reach your address. If your country is not offered and you would like it to be, write to us and ask.
- Faster shipping: if an expedited option is available for your address, it appears alongside the standard one at checkout.
Production time and transit time are separate. To estimate when a piece will arrive, add the two together — the timeline we send you accounts for both.
4. Tracking
We email you a tracking number as soon as the shipping label is created. The first carrier scan does not always appear straight away, so a quiet tracking page for a little while after your piece ships is normal.
If tracking stalls and stays stalled, write to us at support@fernlume.com with your order number and we will open a trace with the carrier.
Changing your shipping address
Tell us as soon as you can and we will update the address before the label is printed. Once the label exists we cannot reroute the parcel, so the sooner you write, the easier this is to fix. If a package comes back to us as undeliverable, we will contact you and sort out getting it to the right place.
Ordering for a holiday
Made-to-order pieces need their production window before they can ship, so a gift with a date attached needs a head start. If you are ordering for a particular occasion, tell us the date in the personalization notes or email us before you order, and we will tell you honestly whether we can make it.
If something goes wrong
Damaged in transit, defective, or never delivered — the process for each is on our Returns & Refunds page. For anything else, write to us at support@fernlume.com with your order number.