Returns Policy
Last updated: October 2026
Every purchase on Luma is made directly with an independent maker. Our returns policy is designed to be fair to both shoppers and makers, and is structured around the UK Consumer Contracts Regulations.
If something goes wrong, open the order from Account → Orders and select Need help with this order? That notifies the maker and puts a deadline on their reply. You can message them first if you’d rather, but you don’t have to.
14-day cooling-off period
Under UK law, you have 14 days from receiving your order to cancel it and request a refund, even if there is nothing wrong with the item. Before the maker posts it you can cancel yourself from the order page, with no time limit and the postage refunded too.
Three exceptions. Personalised and made-to-order items are exempt, because the maker made that piece for you and nobody else. So are perishable goods. So is anything sold in a hygiene seal once the seal is broken, though it stays returnable while the seal is intact.
Choosing a colour or a size from a maker’s set options is not personalisation, so those orders keep the full right.
We let you cancel an order with a personalised item anyway, for a full refund, until the maker starts making it. That is on top of your statutory rights. Once they start, the exemption applies.
Custom orders (commissions agreed through a proposal) are bespoke, so the cooling-off right doesn’t apply to them. Instead, you can cancel one for a full refund within 24 hours of paying; the deadline is shown on your order page. If a finished commission arrives faulty or not as agreed, your statutory rights are unaffected and you can raise an issue as with any order.
How to cancel
Before the maker posts your order, Cancel order is on the order page. On an order with a personalised item, it goes when the maker starts making it. Everything comes back, the postage included, and there is nothing to send back.
Once it is on its way, open the order from Account → Orders, select Need help with this order? and choose I’ve changed my mind. That tells the maker, gets your cancellation acknowledged by email with the date to post it back by, and runs the refund through us. It takes a minute, and it’s the route we recommend.
A message to the maker in your order conversation cancels at either point, and it’s the route once the maker has started on a personalised item and the cancel button has gone.
Cancellation form
The law asks us to offer this form as well. You don’t need it, but if you’d rather use it, send it to [email protected] and we’ll pass it to the maker and act on it.
To: Luma Market, [email protected]
I hereby give notice that I cancel my contract of sale of the following goods: ____
Shop: ____
Order number: ____
Ordered on ____ / received on ____
Name of consumer: ____
Address of consumer: ____
Date: ____
Grounds for a return or refund
You can raise an issue within 90 days of delivery. These are the reasons you can choose from:
My order hasn’t been posted yet
The time the maker gave for posting it has passed and the order still hasn’t been posted. This is the one reason you raise before the order is posted rather than after.
Item not received
Your order was posted but never arrived.
Item not as described
The item differs significantly from the listing photos or description. For example, wrong size, materials, or quality. The maker covers the return.
Damaged in transit
Your item arrived broken or unusable. Please retain the packaging and take photos as evidence. The maker covers the return, including when they ask for it back to check it.
Wrong item received
You received a completely different product, or the wrong variant (colour, size, style). The maker covers the return, and may ask for it back before refunding.
Late delivery
It’s past the delivery estimate and hasn’t arrived.
Part of my order is missing
Some of a multi-item order arrived and some didn’t. The maker can send the missing item or refund just that part. If anything needs to come back, the maker covers the return.
Change of mind
Within the 14-day cooling-off period, you may return non-personalised items. Return postage is yours to cover, which we tell you before you buy: it’s on every listing beside the buy button and again in your basket. Send it back by a tracked service and add the tracking number to the return: that’s your proof it was posted in time. A maker whose item arrives faulty or not as described covers the return themselves. We refund what you paid for the items you send back. The postage you paid to receive the order comes back too, but only if you return everything in it. If you keep any item, including one that couldn’t be returned, the maker has still paid to post that parcel, so the delivery cost stays with them. Where you paid extra for a faster delivery, we refund the standard rate rather than the upgrade.
Lost or damaged in the post
Your order is the maker’s responsibility until it reaches you, or someone you asked to take it in. If it goes missing, shows as delivered but never arrives, or turns up damaged, including by poor packing, the maker puts it right. Any claim against the carrier is theirs to make, so you don’t need to chase the carrier yourself.
We strongly encourage makers to send every order by a tracked service and to photograph it packed, with the item visible, before it goes. If something does go wrong, that’s the evidence we look at.
How the process works
- 1.
Raise it on the order
Open the order and select Need help with this order? Pick the reason that fits and add photos if you have them.
- 2.
The maker responds
They have 3 working days. A full refund from them is paid straight away and closes the issue. Otherwise they can offer part of a refund, send a replacement, repair it, ask for the item back before refunding, or decline and explain why, and you accept or decline what they propose. If you don’t reply, a refund the maker offered is paid automatically; anything else closes the issue. If a return is needed and the postage is yours, you have 14 days to send it back by a tracked service and add the tracking number. Posting in time is what counts, not arrival, and you have the whole of that final day. Where the maker covers the postage, they send you a prepaid label within 5 days, and you then have 14 days to post it and tell us it’s on its way. If no label comes, we decide the issue rather than closing it.
Posted it in time without tracking? Send us the proof of posting (the receipt from the post office) with your order reference through our contact form. If it’s dated by your deadline, we reopen the return and your refund is due as normal.
If you accept a replacement or a repair and it still isn’t right, tell us from the issue page and we decide. The maker gets one repair or replacement, not two.
- 3.
We decide, if it comes to that
If you decline what the maker proposed, or they don’t reply in time, it comes to us automatically. We review the evidence from both sides: listing details, photos, tracking, and the history on both accounts. We aim to decide within 5–10 working days, and we write down our reasoning either way.
If you’ve sent the item back, the refund is due within 14 days of the maker receiving it or of you showing it was posted, whichever is sooner. That still stands while we decide.
Late posting is the one thing we don’t weigh up. If you raised it and the order still hasn’t been posted by the deadline, we refund you in full.
None of this replaces your statutory rights. If you’re unhappy with where we land, you can still ask your card provider to raise a chargeback. Your rights under the Consumer Rights Act 2015 run for 6 years in England, Wales and Northern Ireland, and 5 in Scotland.
A note on handmade items
Handmade items may vary slightly from listing photos. That variation is expected. Minor natural variations in colour, texture, or finish are not grounds for a return unless the item materially differs from what was described.
Questions about a specific order? Message your maker through your order page, or contact us if you need further help.