Delivery & returns
Last updated: September 1, 2026
For any request concerning delivery, cancellation, or return, contact us at contact@lumis-atelier.com and provide your order number.
Made to order and customization
A made-to-order purchase or pre-order is not automatically a customized product. A product is treated as customized only when it is made to your own specifications or clearly personalized, and when this information was clearly presented to you before purchase.
Withdrawal for standard products
For standard or non-customized products purchased at a distance, you have a statutory period of fourteen (14) days from receipt to notify us of your withdrawal. After notification, the product must be returned within fourteen (14) days, complete and suitably protected.
Direct return costs are your responsibility, unless the product is defective, damaged, or non-conforming. Reimbursement is made within the statutory time limits using the payment method used for the order, subject to the rules allowing reimbursement to be deferred until the goods are recovered or proof of shipment is received.
Products made to your specifications
The right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized, in accordance with Article L. 221-28, 3° of the French Consumer Code. This exception is applied only when the customized nature was clearly stated before the order was placed.
Cancellation before delivery of a customized product
- Before manufacturing begins: full refund.
- After manufacturing begins: Lumis Atelier may accept cancellation as a commercial concession and refund at least 70% of the product price.
Any amount retained is capped at 30% and covers only materials, components, preparation, and irreversible costs already incurred. It is limited to actual costs that can be substantiated and is not automatically equal to 30%.
No amount is retained if cancellation is due to a breach by Lumis Atelier, failure to deliver under the conditions provided by law, or if the product is defective, damaged, or non-conforming.
Damaged, defective, or non-conforming product
Contact us as soon as possible with the order number and useful photographs. After verification, we will arrange, at no cost, for conformity to be restored, repair, replacement, or, where provided by law, reimbursement. Your rights under the two (2)-year statutory warranty of conformity and the warranty against hidden defects remain fully applicable.
Return address
Do not return any product without prior instructions. The appropriate return address and method will be provided by email after the request has been accepted.