FAQ

Product Related

Are your products handmade?

Yes, this is at the core of LumaLark. Each of our pieces is designed by a community of certified artisan designers and handcrafted by skilled craftspeople according to strict quality standards. Every piece is inspected before shipping to ensure it matches the designer's original sample.

Why aren't the pieces made by the designers themselves?

LumaLark designers focus on what they do best — creating. Handmade beaded jewelry often involves tens of thousands of different beads, components, and materials in various types, making it difficult for independent designers to simultaneously maintain a stable supply of materials and consistent production quality. We have built a curated material library covering multiple categories and a well-established production system: after each certified designer submits their original design and sample, skilled craftspeople use the same materials as the original to faithfully replicate each piece by hand, strictly following the sample's standards. This division of labor allows designers to keep creating, while ensuring that every finished piece sold is consistent with the original in both materials and craftsmanship. Each piece's product page credits the designer by name — what you wear is their creativity, faithfully brought to life by the hands of skilled artisans.

What materials are used?

Our collections feature a variety of natural and premium materials, including natural gemstones (crystal, agate, jade, turquoise), organic gemstones (pearl, beeswax amber, mother of pearl), glass beads, ceramic beads, alloy components, and wooden beads. Each product page lists detailed material information so you can review it before purchasing.

Do your products come with a quality guarantee?

We are confident in the craftsmanship of every piece. If you discover a workmanship issue under normal wearing conditions (such as breakage, detachment, or loose components), please contact us within 30 days of receiving your order, and we will provide a replacement or full refund. For details, please see our Return & Exchange Policy.

Are the products hypoallergenic?

Due to individual sensitivities, we cannot guarantee that all products are suitable for those with allergies. However, all our metal components comply with the EU REACH regulation requirements for nickel release. If you are allergic to specific metals, we recommend checking the detailed material information on the product page before purchasing, or contacting us to inquire about specific materials.

How do I choose the right size?

Each product page includes detailed size information (length, width, etc.). For bracelets, we recommend measuring your wrist circumference and adding 1–2 cm for a comfortable fit; for necklaces, refer to the styling photos on the page to choose the right length. If you're unsure, feel free to reach out to us via live chat or email, and we'll be happy to help with recommendations.

How do I care for my jewelry?

To keep your LumaLark jewelry in the best condition:

• Store properly: Keep in the included jewelry pouch or box, away from direct sunlight and humid environments
• Avoid contact with: Perfume, lotion, hairspray, and household chemicals — apply these products first, then put on your jewelry
• Remove before: Swimming, showering, exercising, or sleeping
• Clean gently: After wearing, wipe softly with a dry cloth. For a deeper clean, use a slightly damp cloth and pat dry immediately
• Handle with care: Do not pull or stretch beaded jewelry, and avoid dropping it on hard surfaces

Will the jewelry tarnish or change color?

Natural materials may undergo subtle changes over time — this is normal and often adds unique character. Alloy and metal components may show slight oxidation with prolonged wear. Following the care tips above will help maintain their appearance. If you notice significant discoloration, please contact our customer service team.

Do you offer gift packaging?

Every LumaLark order arrives in our signature gift packaging — a branded jewelry box paired with a soft velvet pouch, with no need to purchase gift wrapping separately. No printed price tags are included in the package, and the electronic invoice is sent separately to the buyer's email, making it easy to gift directly.

Do you have children's jewelry?

No. All LumaLark products are intended for ages 16 and above only. Beaded jewelry contains small parts that may pose a choking hazard to young children.

Are your products eco-friendly?

Sustainability is woven into the way we operate. LumaLark follows a made-to-order model — we only produce designs validated by our community, letting real demand guide production to reduce excess inventory and waste. Our packaging materials prioritize recyclable materials.

Browse Latest Creations →

Orders & Payment

Is it safe to shop on your website?

Absolutely. Our website uses SSL/TLS encryption to protect all data transmissions and never stores your payment card information — all payments are securely processed by PCI-DSS compliant payment service providers (Airwallex, PayRam).

What payment methods do you accept?

We accept the following payment methods:

• Bank Cards (Visa, Mastercard, American Express, and other credit/debit cards) — securely processed via Airwallex
• Local Payment Methods (Alipay, WeChat Pay, iDEAL, Bancontact, etc., varying by region) — securely processed via Airwallex
• USDT/USDC Stablecoins Direct payment — processed via PayRam

How do I place an order?

Browse our collections, add your favorite items to the cart, and proceed to checkout to complete your payment. You can check out as a guest or create an account to track orders, save addresses, and manage returns.

Can I modify or cancel my order after placing it?

To ensure the fastest possible shipping, we process orders quickly. If you need to make changes, please contact us as soon as possible. Once an order has entered production or has been shipped, it cannot be modified or canceled — but you can still request a return after receiving your order in accordance with our Return & Exchange Policy. Please note: Made-to-order or engraved items cannot be canceled or modified once production has begun and are not eligible for the standard return policy (see "Can I return custom or engraved items?" further down this page). Statutory withdrawal rights for EU and UK consumers (14 days after delivery) are not affected by this restriction, except for custom items.

What are pre-order items?

Pre-order items are products that have not yet been completed or received but are available for purchase. Pre-order product pages will display a Pre-Order label and an estimated shipping date. Once your order is placed, items will ship in order sequence starting from the estimated shipping date. If there are any changes to the estimated shipping date, we will notify you in advance by email.

Can I order pre-order items together with in-stock items?

Yes. Pre-order items and in-stock items can be purchased in the same order. The in-stock portion will ship as normal, and the pre-order portion will ship separately after the estimated shipping date.

Can I cancel a pre-order?

Pre-order items can be canceled for a full refund before they ship. If the item has already shipped, please follow the standard return process. For details, please refer to our Return & Exchange Policy.

What should I do if I didn't receive an order confirmation email?

Please check your spam folder first. If you still can't find it, log in to your account to check the order status, or contact our customer service team using the email address you provided at checkout.

Shipping & Logistics

How long does shipping take?

Shipping times vary by region (all in business days after shipment):

• United States: 12–15 days
• Canada: 12–15 days
• Europe (UK, EU): 10–15 days
• Asia-Pacific: 10–15 days
• Other regions: 20–35 days

The above does not include processing time. In-stock items have a processing time of 1–3 business days; custom or engraved items require an additional 5–10 business days for production; pre-order items are subject to the estimated shipping date listed on the product page. For details, please see our Shipping Policy.

Do you offer free shipping?

Yes! We offer a straightforward worldwide free shipping policy:

• $59 / €55 / £49 and above — US, Canada, Europe, Asia-Pacific
• $89 and above — other regions

Most Core and Signature items meet the free shipping threshold with a single piece.

How do I track my order?

Once your order ships, you'll receive an email with a tracking number. You can also log in to your account and visit My Orders to track it. Please allow 24–48 hours after the shipping confirmation for the tracking information to become active.

Do you ship internationally?

Yes, we ship to most countries and regions worldwide. Shipping costs and estimated delivery times will be displayed at checkout based on your location. If your country is not available at checkout, please contact our customer service team.

Will I need to pay customs duties?

No. All LumaLark orders are shipped via Delivered Duty Paid (DDP) — customs duties, import taxes, and VAT are included in the checkout price, so you won't be charged anything extra upon delivery. No matter which country or region you're in, the price shown at checkout is the final price you pay, with no hidden fees.

For more information, please see our Shipping Policy.

Will delivery be affected by natural disasters or other exceptional circumstances?

During force majeure events such as extreme weather, pandemics, or armed conflicts, deliveries to certain regions may be delayed or temporarily suspended. If your order is affected, we will notify you promptly by email and offer the option to cancel for a full refund. Announcements for affected regions will be displayed on the homepage and at checkout. For details, please see our Shipping Policy.

What should I do if my package shows delivered but I didn't receive it?

Please first check with your neighbors and around the delivery area, as carriers sometimes leave packages in a safe spot. If you still can't find it, contact the carrier using your tracking number. If the issue remains unresolved, contact us and we will assist with the investigation.

Returns & Exchanges

What is the return policy?

We offer a 30-day return window after delivery. Items must be unworn, undamaged, and in their original packaging. If your order ships in multiple shipments (e.g., includes pre-order items), the return period for each item starts separately from the date you receive that item. For orders placed during the holiday season (November 1 through December 31), the return deadline is extended to January 31 of the following year. For full terms, please see our Return & Exchange Policy.

Can I return only some items from my order?

Yes. If your order contains multiple individual items, you can choose to return only some of them without returning the entire order. Refunds will be calculated based on the actual price paid for the returned items. Sets and bundled items must be returned as a complete set and cannot be split for individual returns. For details, please see our Return & Exchange Policy.

How are returns handled if my order contains both pre-order and in-stock items?

In-stock items and pre-order items can be handled separately: you can return in-stock items through the standard process after receiving them while keeping the pre-order items and waiting for them to ship; you can also cancel the pre-order portion at any time before it ships while keeping the in-stock items you've already received. Refunds for each portion will be processed separately. For details, please see our Return & Exchange Policy.

Can custom and engraved items be returned?

Custom-made or engraved items are final sale and cannot be returned or exchanged — because these items are made specifically to your personal specifications and cannot be resold. However, exceptions apply in the following cases: if the item has a craftsmanship defect (such as breakage, detachment, or material issues), or if the customization does not match your order (such as incorrect engraving or wrong materials used), please contact us within 30 days of delivery with photos, and we will arrange a remake or a full refund.

How do I initiate a return?

Log in to your account, go to My Orders, select the order, and click Request a Return. You will receive a prepaid return shipping label via email (US and Canada; other regions may require you to cover return shipping). Don't have an account? Contact customer service with your order number. For detailed steps, see our Return & Exchange Policy.

How long does a refund take?

Refunds are processed within 5–7 business days after we receive and inspect the returned item. Depending on your bank or payment provider, it may take an additional 5–10 business days for the refund to appear on your statement.

Can I exchange an item?

We do not currently offer direct exchanges. If you need a different item, please return the original following our return process — we will prioritize your refund so you can reorder your preferred style as soon as possible. For details, see our Return & Exchange Policy.

What if I receive a damaged or defective item?

We're so sorry! Please contact us within 30 days of delivery with your order number and clear photos of the issue. We will arrange a replacement or a full refund — depending on the situation, we may not require you to return the item.

How are refunds processed?

The refund method depends on your original payment method:

• Card or local payment (Airwallex channel): Refunds are returned to the original payment method, and processing time depends on your bank or payment platform (typically 5–10 business days)
• Stablecoin payment (PayRam channel): Refunds are returned in USDT/USDC to your payment wallet, typically within 1–3 business days

For details, see our Return & Exchange Policy.

Designer Community

What is the LumaLark Designer Community?

The LumaLark community is a platform where jewelry enthusiasts and artisans from around the world co-create, share, and vote on original designs. Outstanding designs that are selected will be put into production and listed for sale — the designer earns a commission on every piece sold. This means every piece you purchase directly supports an independent creator.

How do I become a certified designer?

Our community has a progression system:

1. Join the community and start sharing your work
2. Build reputation
3. Once you meet the activity requirements, apply for certification
4. Certified designers can submit designs for production and earn commissions

Visit our community page to learn more.

How do designer commissions work?

Certified designers earn a percentage commission on sales of their designs. The commission rate increases as sales grow, rewarding designs that customers love. For full terms, please see the Designer Agreement.

Account & Privacy

Do I need to create an account to place an order?

No, you can check out as a guest. However, creating an account lets you track orders, save addresses, view order history, and manage returns more easily.

How do I create an account?

Click Sign In at the top of the page and follow the prompts to create a new account.

How do I unsubscribe from marketing emails?

Click the Unsubscribe link at the bottom of any marketing email. You will still receive transactional emails (order confirmations, shipping notifications, etc.) as these are necessary for your orders.

How do you protect my personal information?

We take data security very seriously. All transactions are encrypted, we never store credit card information, and we never sell your personal data to third parties. For full details, please read our Privacy Policy.

Any other questions?

We're here to help:

• Live Chat: Click the chat icon in the bottom-right corner of the page for an instant conversation
• Email: [email protected]
• Response Time: Live chat replies instantly (during service hours); emails are answered within 1 business day
• Service Hours: Monday–Friday 9:00 AM–6:00 PM, Saturday 10:00 AM–4:00 PM (Eastern Time ET, UTC-5 / Daylight Saving Time UTC-4)