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Made to Order
All items at Luestia are made to order, meaning each piece is created specifically for you once the purchase is placed.
Because of this, we are unable to accept returns or exchanges for:
- Change of mind
- Ordering the wrong size/product
- Personalised or custom items
This applies to all made-to-order items, including mugs, cushions, home scents and custom designs.
Damaged or Faulty Items
If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with clear photos showing:
- The damaged area of the product
- The packaging (only if relevant to the damage)
We only replace or refund items that arrive damaged or faulty.
Minor packaging or label marks that do not affect the product are not considered damage.
Cancellations
Orders can only be cancelled within 1 hour of purchase.
After this time, production may already have begun and cancellation will no longer be possible.
Custom & Personalised Orders
Custom and personalised items cannot be returned or refunded unless:
- The item arrives damaged,
- The personalisation is incorrect due to our mistake.
Wrong Address
Please ensure your shipping address is correct at checkout.
We are unable to refund or replace orders sent to an incorrect address provided by the customer.
How to Contact Us
For any questions or to report an issue with your order, please email us — we’re always happy to help.
Returns FAQ
Can I return my order if I change my mind?
Because all items are made to order, we cannot accept returns for change of mind.
What if my item arrives damaged?
Please contact us within 48 hours with photos — we will replace it free of charge.
Can I return personalised items?
Personalised and custom items are non-refundable unless the mistake is ours.
Can I cancel my order?
Orders can be cancelled within 1 hour of purchase.
What if I entered the wrong address?
We cannot refund orders shipped to an incorrect address entered by the customer.