RETURNS & EXCHANGES

 

At Lumen & Oak, we craft handcrafted, personalized timepieces designed to preserve your most significant memories. Because each order is custom-made specifically for you, we maintain a specialized policy regarding returns and exchanges.

The Lumen & Oak Guarantee

Your satisfaction is our highest priority. In the rare event that an order is received not up to our rigorous standards, we will consider issuing a remake at no extra charge. As all items are made to order and personalized, we are unable to offer refunds on orders if the error is not the responsibility of our workshop.

Damaged or Defective Items

In rare cases where a product arrives damaged, we provide a Cashback solution.

• To initiate a review, please contact our support team and provide a photo showing the issue.
• Once the damage is verified by our management team, you will be eligible for a direct cashback refund.

Refund Eligibility

We understand that extenuating circumstances may occur. The following situations can be reviewed by management for escalation:

• Production Delays: If you request cancellation of an order that has been stuck "In Production" and our support team is able to grant that request.
• Discontinued Items: If we are unable to replace an item under the remakes process (e.g., a specific watch model has been discontinued).
• Workplace Error: Proven issues that are the direct fault of our craftsmanship.

Third-Party Marketplaces

Selling on 3rd party marketplaces is done at your own risk. You may have obligations to provide refunds to your customers under circumstances that fall outside our own policy. We are not responsible for refunds issued by sellers at their own discretion, or as a result of payment disputes/chargebacks.