1. Commissioned Creation & Order Acceptance

All pieces offered on our website are handcrafted commissioned artworks.
Once an order is placed, the creation process begins specifically for you. Each piece is individually crafted by our artists and is not pre-produced or mass-manufactured.
By completing your purchase, you acknowledge and accept that your order is a made-to-order artistic creation, created exclusively for you.

2. No Returns or Exchanges for Commissioned Artworks

All artworks are made-to-order commissioned creations, handcrafted specifically for each collector.
Due to the personalized and artistic nature of commissioned works, we do not accept returns or exchanges once the creation process has begun, except in cases of confirmed damage during transit as outlined in this policy.
We kindly ask collectors to review product details carefully before placing an order.

3. Creation cycle

Our artworks are created through a traditional, hands-on glassmaking process.

  • Signature Series: approximately 3–5 business days.
  • Collector’s Series: approximately 7–10 business days.
  • Complex or highly detailed works: may require additional time depending on artistic complexity, kiln scheduling, and material behavior.

Creation timelines are estimates and may vary slightly, as each piece is shaped by hand and guided by artistic judgment rather than industrial automation.

4. Estimated Shipping & Delivery Time

Once your artwork has completed creation and packaging, it will be shipped from our studio.

  • Estimated worldwide delivery time: 7–12 business days.
  • Total delivery time = Creation period + Shipping transit time.

Shipping timelines are estimates and not guarantees. Transit times may be affected by customs processing, weather conditions, or carrier operations.

5. One-of-a-Kind Artistic Nature

Each artwork is one of a kind.
Due to the handcrafted nature of glass art:

  • Slight variations in color, shape, texture, and internal patterns are natural.
  • No two pieces are ever identical.
  • Product images are provided for reference and artistic representation only.

Such variations are not defects, but a defining characteristic of collectible handmade art.

6. Packaging & Art Handling Standards

All artworks are packaged using museum-grade protective standards, including:

  • Multi-layer reinforced materials.
  • Custom-fit cushioning designed for fragile art objects.
  • Shock-absorbing outer cartons.

We take exceptional care to protect your artwork throughout transit.

7. Damage During Transit

While damage during transit is rare, glass art remains inherently delicate.
If your artwork arrives damaged, please contact us within 48 hours of delivery and provide the following documentation:

  • An unedited unboxing video, clearly showing:
  1. The unopened shipping box.
  2. The opening process.
  3. The condition of the artwork upon removal.
  • Clear photographs of:
  1. The outer shipping box.
  2. Internal packaging materials.
  3. The damaged artwork from multiple angles.

After review, we will assess the situation and, at our discretion, offer an appropriate resolution, which may include repair, replacement, or refund.
Claims submitted without an unboxing video and sufficient photographic evidence may not be eligible for resolution.

8. Address Accuracy & Delivery Responsibility

Collectors are responsible for providing a complete and accurate shipping address at checkout.We cannot be held responsible for delays, losses, or delivery failures resulting from incorrect or incomplete address information.

9. Force Majeure & Unforeseen Circumstances

Occasionally, factors beyond our control may affect creation or delivery timelines, including:

  • Kiln scheduling or material behavior during firing.
  • Extreme weather conditions.
  • Customs inspections.
  • Carrier delays or global logistics disruptions.

We appreciate your understanding in such circumstances.

10. White-Glove Collector Support

We are committed to providing thoughtful, personalized support to our collectors.
For questions regarding creation, delivery, or artwork care, please contact us at: contact@lumiliuli.com