At LUMILIULI, every piece is individually handcrafted by skilled Liuli artisans. Because each work is shaped and finished by hand, subtle variations in color, form, texture, and details are a natural part of the process and make every piece unique.

Due to the handcrafted, delicate, and made-to-order nature of our Liuli artwork, each piece is individually created after your order is placed rather than taken from mass-produced inventory. As a result, we do not accept returns or exchanges for change of mind, personal preference, or minor variations that are inherent to handmade pieces.

Damaged or Defective Items

We take great care to ensure that every piece arrives safely. Each artwork undergoes multiple quality inspections before leaving our studio and is carefully packed using protective packaging designed specifically for fragile Liuli pieces.

However, Liuli is a delicate glass art form, and damage may occasionally occur during international transit.

If your order arrives damaged, broken, or with a manufacturing defect, please contact us within 48 hours of delivery.

To help us assess the issue and provide the appropriate solution, please include:

  • Your order number
  • Clear photos of the outer shipping box
  • Photos of the internal packaging
  • Clear photos or video showing the damaged or defective item
  • A continuous unboxing video, showing the package from opening through inspection of the artwork

Once the issue has been reviewed and confirmed, we will work with you to provide an appropriate resolution, which may include a replacement, repair, or refund depending on the circumstances.

Important

Claims submitted more than 48 hours after confirmed delivery may not be eligible for compensation, as we may no longer be able to determine whether the damage occurred during shipping or after delivery.

Please keep all original packaging materials until your claim has been fully resolved.

Handmade Variations

Please note that slight differences in color, shape, bubbles, surface texture, proportions, or other handcrafted details are not considered defects. These variations are part of the character of handmade Liuli art and make each piece individually unique.

Custom & Personalized Pieces

Custom-made, personalized, and commissioned pieces are final sale and cannot be returned or exchanged unless they arrive damaged or have a confirmed manufacturing defect.

If you experience any issue with your order, please contact us through our Contact Us page or at contact@lumiliuli.com. We will review your case as quickly as possible and help find an appropriate solution.