How we expect people to treat each other on Luma

Luma is small, and most of what happens here is one person talking to another about something they made. That works because people are decent to each other. This page is the short list of what we expect, so nobody has to guess.

The legal version is section 9 of our Terms. This is the plain one.

Talking to each other

Be honest, and be kind. A shopper asking whether a mug is dishwasher safe and a maker explaining that it isn’t are both doing exactly what messages are for.

What isn’t allowed, from anyone:

• Threats, insults or bullying.
• Anything hateful about someone’s race, religion, disability, sex, sexuality, gender, age or any other protected characteristic. That covers refusing to sell to someone for those reasons too.
• Carrying on messaging someone who has asked you to stop.
• Spam, or using messages to sell something the other person didn’t ask about.
• Pretending to be Luma, someone on our team, or another maker or shop.

If a conversation turns nasty, you don’t have to keep replying. Use Get Luma involved in the conversation and we’ll read it.

Other people’s details

When an order is placed, the maker gets the shopper’s name and delivery address, plus whatever the shopper wrote in personalisation or messages. Those details exist so the item can be made and posted. Nothing else.

So a maker can’t add a shopper to a mailing list, contact them somewhere other than Luma, or pass their details on. A shopper can’t do the equivalent with a maker’s business or return address. And nobody posts anyone else’s details anywhere, on or off Luma.

Keeping the sale on Luma

An order that starts here is paid for and posted through here. That’s what lets us refund a shopper who never received their parcel, and pay a maker whose shopper went quiet.

A maker who invites a shopper to pay them directly loses those protections for that sale, and may lose their shop. A shopper who asks a maker to do it is asking them to break their agreement with us. Please don’t put anyone in that position.

Reviews and reports

Reviews come from people who bought the thing. Nobody offers or asks for anything in return for one, or for editing or removing one. Our reviews policy has the detail.

Reporting a listing, a review or a shop is for things that are actually wrong. Reporting a competitor’s shop because it’s doing well, or someone you’ve fallen out with, counts as misusing the system.

What happens when someone breaks these

We start with a message. Where that doesn’t change things, or where what happened was serious, we can remove content, restrict what an account can do, or suspend or close it. A maker whose shop we close gets our reasons in writing and a chance to put their side, as section 13 of the Terms sets out.

Opening a new account to get round a suspension is itself a reason to close the new one.

Where to report it

Every listing, review and shop has a Report control, and every conversation has Get Luma involved. If you don’t have an account, or it doesn’t fit any of those, use our contact form. Reporting content and complaining about a decision walks through what happens next.