Last updated: November 2025
1. Where we ship
Right now, we ship our handmade pieces from our studio to customers all over the world.
If for any reason we are unable to ship to your country or region, we will contact you as soon as possible and issue a refund if you have already paid.
2. Processing time vs. shipping time
All LumoPaws pieces are made to order.
The time it takes to make your piece (production time) is separate from the time it takes to reach your door (shipping time):
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Head portraits: usually take 2–4 weeks to make
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Full-body cat/dog portraits: usually take 3–5 weeks to make
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Small figurines/plushies: please refer to each product page for production time
All of the above are estimates. Actual times may vary slightly depending on our workload and public holidays.
Shipping time depends on the shipping method you choose and your location.
3. Shipping methods & rates
Shipping costs are calculated at checkout based on:
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Destination country or region
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Package size and weight
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Chosen shipping method
Product prices do not include shipping.
All available shipping options (for example, standard or express) and their prices will be shown before you confirm your order.
Whenever possible, all parcels are sent with a trackable shipping service. Once your order has shipped, you’ll receive a tracking number by email.
4. Estimated delivery time
Actual delivery times vary by country and shipping method, but in general:
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North America & Europe: usually about 7–21 business days after dispatch
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Asia-Pacific: usually about 7–21 business days after dispatch
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Other regions: delivery may take longer
These time frames are estimates only. Delays caused by customs checks, local postal services, strikes, weather, or holidays are outside of our control.
5. Customs, duties & taxes
International orders may be subject to customs duties, import taxes, or handling fees charged by your local customs office or postal service.
These fees are not included in our product prices or shipping costs and must be paid by you, the customer.
Customs policies vary widely from country to country. For details, please contact your local customs office.
By law, we must declare the true value of the contents and cannot mark parcels as “gifts” or undervalue them.
6. Address accuracy & undeliverable parcels
At checkout, please double-check that your shipping address, full name, and phone number are correct.
If a parcel is returned to us because:
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the address was incorrect or incomplete, or
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it was not collected in time from your local post office or pickup point,
we can resend it once additional postage has been paid.
If you prefer a refund instead of reshipment, we will refund the product price after the parcel has safely returned to us, minus the original shipping cost.
7. Tracking & lost parcels
Once your order ships, you’ll receive an email with a tracking link.
If your tracking information has not updated for a long time or appears to be stuck, please contact us and we’ll open an inquiry with the carrier.
If the carrier confirms that the parcel is lost, we will:
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remake and resend your piece, or
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issue a refund,
depending on the situation and your preference.
Please note that we cannot treat a parcel as lost until the carrier has completed its investigation.
8. Questions
If you have any questions about shipping, delivery times, or shipping to your country/region, please contact us:
Email: lumopawsus@gmail.com
We’re happy to help before you place your order, especially if your piece is meant to arrive for a special date or occasion.