Shipping policy
Shipping Policy
Where we ship from
Every Lumerra piece is handmade to order in our workshop in Baku, Azerbaijan, and shipped directly to you from there.
Production time
Your order is engraved within 3 business days after you send your photo and approve your design. We always send you a preview before engraving, so nothing is made without your approval.
Delivery time
After production, your order is shipped with a tracking number. Estimated delivery times:
| Destination | Standard (tracked) | |
|---|---|---|
| Poland, Czechia, Slovakia, Hungary | 10–20 business days | |
| Romania, Bulgaria, Baltic countries, Croatia, Slovenia, Greece | 10–20 business days | |
| Germany, Austria and other EU countries | 10–20 business days |
These are estimates. Delivery may sometimes take longer because of customs checks or local postal delays, especially during holidays.
Shipping costs
Shipping costs are calculated and shown at checkout before you pay.
Tracking
As soon as your order ships, we will email you a tracking number so you can follow your parcel.
Customs and import taxes
Your order ships from Azerbaijan, outside the European Union. Since 1 July 2026, the EU charges a customs duty of €3 per item type on small parcels, plus your country’s import VAT. These charges are paid by the customer when the parcel arrives. They are not included in our prices or shipping costs. If a parcel is refused because the customer will not pay customs charges, we cannot offer a refund.
Wrong address
Please check your shipping address carefully at checkout. We are not responsible for parcels sent to an incorrect address provided by the customer.
Lost or damaged parcels
If your parcel arrives damaged or has not arrived within 30 business days of shipping, contact us at lumerragift@gmail.com with your order number and photos (if damaged). We will remake and resend your piece or offer a refund.
Questions?
Email us at lumerragift@gmail.com. We usually reply within 24 hours.