Shipping & Returns

Shipping.

At Stone+Lumen, we're dedicated to bringing you thoughtfully designed lighting from our global network of skilled makers. We believe in a clear, simple process, which is why we proudly offer Free Worldwide Shipping on every single order.

Once your order is placed, our team will process it with care within 2-4 business days. We have fulfillment centers located around the world, in the USA, UK, Dubai, and China. Your package will be shipped from the facility closest to you to ensure the most efficient delivery possible.

We trust our shipping partners, including UPS, FedEx, DHL, USPS, Canada Post, and Royal Mail, to get your order to you safely. As soon as your item ships, you will receive an email with a tracking link to follow its journey. If your tracking information hasn't updated after 5 business days, please contact our Customer Support team for assistance.

Delivery.

We understand that you're excited for your new lighting to arrive, and we work hard to get it to you as efficiently as possible. Your delivery time is an estimate, as it may vary slightly depending on your location and local customs clearance.

You'll be able to track your package every step of the way with the tracking link sent to you after your order ships. For your reference, here are our typical delivery timelines after your order has been dispatched:

  • United States & Canada: 10–15 business days

  • EU, United Kingdom, Australia, and New Zealand: 12–18 business days

  • All Other Countries: 20–25 business days

Lost Packages.

We know how frustrating it is when a package doesn’t show up as expected. While your order is in the hands of our trusted shipping partners after it leaves our facility, we are still here to support you.

If your package is lost, damaged, or stolen in transit, please take these first steps:

  • Check all potential delivery locations: sometimes a package is left with a neighbor, in a side yard, or at a mailroom.

  • Contact the courier directly to file a claim. They have access to specific delivery details and can launch an investigation to help locate your package.

While we are not responsible for packages once they are marked as delivered, we are committed to helping you. If your package is marked as delivered but you can’t find it, please reach out to us. We will do our very best to help you navigate the process with the courier and resolve the issue.

Custom Duties.

We believe in a transparent, all-inclusive price. The price you see at checkout includes any standard customs duties and taxes, so in most cases, you won't need to pay anything extra upon delivery.

We have you covered. In the very rare event that your local customs office applies an additional fee, simply send us the receipt. We will happily reimburse you for the charges. This way, you can rest assured that there are no hidden fees.

Return Policy.

We want you to be completely satisfied with your purchase. If for any reason you're not, we've made our return process simple and straightforward.

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return. Please note that this policy excludes sale and custom-made items.

To be eligible for a return, your item must be in the same condition that you received it: unused, with all original packaging and components.

How to Start a Return

  1. Initiate a Request: To begin, please email us with your order number at info@stoneandlumen.com.

  2. Receive Your Label: Once your request is reviewed and approved, we will provide you with a return shipping label and detailed instructions on how to return your item.

  3. Package & Ship: Carefully pack your item using all of the original packing materials to ensure it is protected during transit.

For any questions about your return, or for any other inquiries, please don't hesitate to contact our team.

Damages & Issues.

We want you to feel complete confidence in your purchase. Please take a moment to inspect your order as soon as it arrives. If you receive an item that is incorrect, defective, or damaged, please contact us immediately at info@stoneandlumen.com

We will assess the issue and work quickly to provide a replacement or a full refund.

Exchanges.

The fastest way to ensure you get the item you want is to follow our standard return process. Once your return is accepted, you can then place a separate order for the new item. This ensures that your desired piece doesn't go out of stock while your return is in transit.

Refunds.

Once we receive and inspect your return, we will notify you of its status. Once approved, refunds will be issued to your original payment method within 10 business days. Please note that your bank or credit card company may require additional processing time. If you have not received your refund within 15 business days of approval, please contact our customer support.