At Lumière Haven & Co., each candle and concrete piece is handcrafted with care using natural materials. Due to the artisanal nature of our products, slight variations in color, texture, and finish are normal and part of the product’s uniqueness.
1. Returns & Exchanges (Non-Custom Items)
We accept returns and exchanges within 14 days, and up to 30 days for defects, under the following conditions:
- The item must be unused, unburned (for candles), and in its original condition and packaging.
- Proof of purchase (screenshot of deposit payment) is required.
If your return is approved:
- You may choose between an exchange or a refund.
- Shipping fees are non-refundable, and return shipping costs are the customer’s responsibility unless the item is defective or incorrect.
2. Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 48 hours of delivery with:
- Clear photos of the item and packaging
- Proof of purchase (screenshot of deposit payment)
We will offer a replacement or full refund based on your preference, at no additional cost.
3. Customized & Personalized Orders
All customized or personalized items are final sale and cannot be returned or exchanged. This includes:
- Custom colors or engraved / printed designs
- Made-to-order pieces created specifically for you, e.g. specific names or written phrases
However, if a customized item arrives damaged or defective, we will gladly remake, replace, or refund it.
4. Notes on Handmade Products
Our concrete pieces and candles are handmade, so minor imperfections such as air bubbles, slight color differences, or texture variations are not considered defects but part of the product’s character.
5. Order Policy & Deposits
- Order processing may take up to 7 working days.
- Returns and exchanges processing may take up to 15 working days.
- Orders cannot be opened or checked at the door.
- A non-refundable deposit is required for shipping.
- A refundable deposit is required for order processing.
6. Contact Us
For any return or exchange requests, please contact us at:
- Email: lumierehavenandco@gmail.com
- Instagram: @LUMIEREHAVEN2026
Thank you for choosing handmade craftsmanship.
Lumière Haven & Co.