Return and Refund Policy

Effective date: July 16, 2026

At Luma & Silk, we want you to feel confident purchasing our ready-to-ship silk embroidery and home art. This policy applies to orders placed through silkluma.com.

Return window

For eligible, non-custom items, you may request a return within 14 calendar days after the delivery date.

How to start a return

Email support@silkluma.com with your order number, the item you wish to return, and the reason for the request. If an item is damaged, incorrect, or materially different from the confirmed order details, include clear photos of the item, outer packaging, and shipping label. We will review the request and provide return instructions and the authorized return address. Please do not send an item back before receiving authorization.

Eligibility

To be eligible, an item must be unused, undamaged, complete, and returned in its original packaging with all included materials. Items sent back without prior authorization may not be accepted.

Custom and personalized items

Custom, personalized, made-to-order, and commissioned embroidery is not eligible for return or refund due to a change of mind. If a custom item arrives damaged, has a production defect, or materially differs from the confirmed order details, contact us within 7 calendar days of delivery so that we can review a replacement, repair, or refund solution.

Damaged, defective, or incorrect items

Report delivery damage, a defect, or an incorrect item within 7 calendar days of delivery. If we confirm that the issue is our responsibility, we will provide a reasonable return label, replacement, repair, or refund at no additional return-shipping cost to you.

Return shipping and fees

For a return due to a change of mind, the customer is responsible for the cost of return shipping and for using a tracked service. Original shipping charges, import duties, taxes, and customs fees are non-refundable unless the item was damaged, defective, or incorrect. We do not charge a restocking fee.

Refund timing

After we receive and inspect an authorized return, we will email you the outcome. Approved refunds are issued to the original payment method within 5 business days. Your bank or payment provider may need additional time to post the refund.

Exchanges

We do not offer direct exchanges for change-of-mind returns. After an eligible return is approved, you may place a new order for another available item. For a damaged, defective, or incorrect item, we will review the appropriate replacement, repair, or refund option.

Contact

For return and refund questions, contact support@silkluma.com.