At Lumen & Clay, every piece is carefully inspected and securely packed before it leaves our studio. Since our products are made from ceramic and other delicate materials, we take extra care to ensure they reach you safely. If something isn't right with your order, we're here to help.
Immediate verification and replacement covered by studio shipping.
For any verified incorrect item delivery or structural defect.
Rapid photo and unboxing clip review over WhatsApp and Instagram.
Unique slip glaze, kiln heat and organic nuances celebrated as art.
If your product arrives broken, cracked, chipped, or damaged during transit, please contact us within 24 hours of delivery.
Replacement of the damaged item, subject to availability.
If the same item is unavailable, we may offer a refund for the affected item.
For approved transit-damage claims, Lumen & Clay will bear the applicable return/replacement shipping costs.
Each stoneware vessel is nested in biodegradable kraft cushioning and double-walled cartons inspected to survive long-haul domestic transit.
If you receive a product different from what you ordered, please contact us within 7 days of delivery.
After verification, we will arrange for the correct product to be sent to you at no additional cost.
If the correct product is unavailable, we will provide a refund for the affected item.
If you believe your product has a manufacturing defect, please contact us within 7 days of delivery with photographs/videos showing the issue.
Our team will review the claim and, where the issue is confirmed to be a manufacturing defect, provide a suitable resolution, which may include a replacement or refund.
Many Lumen & Clay pieces are designed to celebrate the beauty of natural materials and craftsmanship.
Small variations in:
may occur from one piece to another.
"These subtle variations are a natural characteristic of handcrafted ceramic products and are not considered defects and therefore are not eligible for return or replacement."
We cannot accept returns or replacement requests for products that:
To raise a claim, please contact us within the applicable time period through WhatsApp or Instagram.
You can send us your:
For the fastest resolution, we recommend sending your photos or videos directly to us on WhatsApp or Instagram.
Please make sure your order number is clearly mentioned so that we can assist you quickly. Our team will review your request and get back to you with the next steps.
Message our studio team directly and attach your photos in the same chat.
@lumenandclay.official
Where a refund is approved, the refund will be processed to the original payment method used to place the order.
Refund processing times may vary depending on your payment provider or bank.
Shipping charges, if any, may be non-refundable unless the return is due to a damaged, defective, incorrect or otherwise eligible product.
Orders may be cancelled before they are dispatched.
Once an order has been dispatched, cancellation may no longer be possible. In such cases, please contact our customer support team and we will advise you on the available options.
We want every Lumen & Clay piece to arrive at your home exactly as intended.
If your order arrives damaged, defective or incorrect, please don't worry — contact us and we'll work with you to make it right.