Frequently Asked Questions
We put together a list of our most frequently asked questions to help answer some of the questions you may have! If you need additional assistance or have any other questions, please email us at service@lumisouls.com.We are happy to answer all questions you may have!
Orders & Payments
Changing or Cancelling an order
Each of our products requires approximately 6 days in total to be prepared. You can cancel or modify your order free of charge before it is shipped. Once the order has been shipped, cancellations or changes will incur an international shipping fee ranging from $5 to $35, depending on the location of the package. If you wish to cancel or modify your order, please contact us via email as soon as possible.
Payment Methods
We accept American Express, Mastercard, Visa, UnionPay,Apple Pay, Google Pay, Shop Pay, Bancontact, iDEAL.
About Discount
You can use store points or a gift certificate. Each gift certificate comes with a gift code, which you can easily enter during checkout.
Points：5 Points for every $1 spent；100 Points = $1
gift certificate：Enjoy a 30% discount on your first purchase! Simply subscribe with your email, and we’ll send you a gift code and an exclusive link for redemption.
Shipping & Delivery
How much will it cost to ship my order?
All our products come with free shipping, and there are no additional postage costs.
Why does it take a few days for my order to be shipped?
Each of our products requires approximately 6 days in total to be prepared. After placing your order, it takes about 3 days to craft the product. Once the product is completed, it undergoes a special ritual performed by our spiritual guide, which takes around 3 days to ensure the product is energized and spiritually attuned.
This process is essential to help you connect with the product’s energy and achieve the desired outcomes. We appreciate your understanding as we take the time to ensure each item is treated with the utmost care and attention.
How long will it take to receive my package after it’s shipped?
Our orders are shipped from Hong Kong, with international shipping typically taking about 7-10 days. If there are any delays, we will notify you via email in advance. For expedited shipping, please reach out to us via email.
Returns
Return Policy
We want you to be 100% satisfied with your crystal energy! See below for details on our return policy.
We accept returns within 15 days of package delivery. Please note that you will be responsible for international return shipping costs, ranging from $5 to $35, depending on your location. We will email you the exact cost.
Damaged Items
If you receive an item that is damaged or defective, please contact customer service immediately. All damages must be reported to our customer service team within 14 days of receiving your product. You are also eligible for a full refund.
Refunds
Once we receive and process your return, we will issue a refund to your original payment method. Please note that returns take 3-10 business days to process after reaching our facility.
Refunds may take several business days to appear in your credit card account, depending on your financial institution.
After-sales service
Lumisouls offers a 180-day jewelry warranty. If your jewelry breaks due to a production defect within 180 days of purchase, we will provide a one-time replacement (or an item of equal value if the original is out of stock). To request a replacement, please email a photo of the damaged item to service@lumisouls.com within the 90-day period. Please note that it may take up to 10 days for your replacement to be shipped.