1. Made-to-Order — The Most Important Thing to Know
Unlike brands that ship from existing stock, every Lume Loam piece is made after you place your order. A single bowl takes a full day, a hammer, and a maker who has done these ten thousand times. Your order enters production within [1–2] business days of purchase. Please factor this into your timeline — especially for gifts with a date.
| Item Type |
Production Time Before Dispatch |
| Single standard piece (brass, copper, bronze) |
3–7 business days |
| Sets of 2–4 pieces |
5–10 business days |
| Large sets (5+ pieces) or heavy items |
7–14 business days |
| Bespoke / personalised / engraved pieces |
10–21 business days (confirm at checkout) |
| Gift orders with hand-written note card |
1 additional business day |
| Pre-order items |
Dispatched on or before the date shown on the product page |
Total delivery time = production time + transit time. Your dispatch confirmation email will give you the specific dispatch date for your order.
2. Dispatch Location & Processing
All Lume Loam orders are dispatched from our fulfilment facility in [CITY, INDIA], once each piece has passed our maker's quality inspection.
- Production and dispatch occur on business days (Monday–Friday), excluding Indian public holidays
- Orders placed before [CUT-OFF TIME] IST are entered into production the same business day
- Weekend and public holiday orders enter production the next business day
3. Delivery Timelines (Transit Only — After Dispatch)
3.1 Domestic India
| Service |
Estimated Transit Time |
| Standard delivery |
5–7 business days |
| Express delivery (where available) |
2–3 business days |
3.2 International
| Destination |
Estimated Transit Time |
| United Kingdom |
8–14 business days |
| European Union / EEA |
10–18 business days |
| United States & Canada |
10–18 business days |
| Australia & New Zealand |
10–18 business days |
| UAE, Saudi Arabia, Gulf Cooperation Council |
7–12 business days |
| Singapore & Southeast Asia |
7–14 business days |
| Rest of World |
14–28 business days (varies by destination) |
Delivery Estimates Disclaimer: Transit times are estimates, not guarantees. Actual delivery may be affected by customs clearance, courier delays, extreme weather, public holidays, or events outside our control.
During peak gifting periods (December, Mother's Day, Diwali), please allow additional time and order early.
For time-sensitive orders (birthdays, anniversaries, weddings), contact [lumeloam@dekulture.com] before ordering and we will confirm the realistic delivery date.
4. Courier Partners
We partner with trusted domestic and international carriers. Selection depends on destination, package weight and dimensions, and service availability. Our partners include (but are not limited to):
- India domestic: [e.g. Blue Dart, Delhivery, DTDC, India Post Speed Post, Ecom Express]
- International: DHL Express, FedEx, UPS, Aramex, India Post EMS
Your specific carrier and tracking number are confirmed in your dispatch notification email.
5. Tracking & Insurance
- Every Lume Loam order is dispatched with full tracking and shipping insurance
- Your tracking link is emailed at the time of dispatch
- Tracking updates may take up to 24 hours to appear after dispatch
- For international shipments, tracking may show reduced detail once the parcel enters the destination country's postal network — this is normal
- If your tracking has not updated in more than 5 business days, contact [lumeloam@dekulture.com]
6. Shipping Charges
| Order Value / Destination |
Shipping Charge |
| Orders above [FREE SHIPPING THRESHOLD] — worldwide |
Free shipping (duties included where applicable) |
| Orders below threshold — India domestic |
[RATE] flat or calculated at checkout by weight |
| Orders below threshold — international |
Calculated at checkout based on weight, dimensions, and destination |
| Express production upgrade (priority queue) |
Available at checkout for eligible items — [RATE] |
| Express shipping (transit) |
Available at checkout for eligible destinations — [RATE] |
Shipping charges are displayed before payment. We reserve the right to adjust shipping rates; the rate at checkout is final.
7. Packaging — The Slower Way
Every Lume Loam piece leaves our workshop in minimal, fully recyclable packaging — because we think about what arrives in your home as much as what goes into each piece.
- Custom-cut recyclable cardboard and paper cushioning — no single-use plastic
- A printed maker's card naming the artisan who made your piece
- A care and maintenance guide specific to your metal type
- A gift note and our paper tissue wrap if you selected the gift option at checkout
The box has a second life — as storage for the piece, or as recyclable paper. We'd rather send less and better.
8. International Duties, Taxes & Customs
Our Homepage Blueprint states 'Duties included at checkout' — this is our aspiration for priority markets. In practice, our duty model depends on the destination:
| Destination |
Duties Model |
| United Kingdom |
DDP (Delivered Duty Paid) — duties included at checkout where enabled via Shopify Markets |
| European Union |
DDP where we are VAT-registered or using a fiscal representative; otherwise DDU |
| United States |
DDU — import duty is generally low or zero for decorative metalware; displayed at checkout |
| Australia |
DDU — GST may apply for orders above AUD 1,000; low-value orders may have GST at checkout |
| India domestic |
GST included in the displayed price |
| UAE & Gulf |
DDU — applicable VAT/import duty is the recipient's responsibility |
| All other markets |
DDU — all applicable customs duties, taxes, and clearance fees are the recipient's responsibility |
'DDU' (Delivered Duty Unpaid) means you may be asked to pay import duties or taxes by your local customs authority before your parcel is released. Customs delays and associated costs are outside our control and are not grounds for a refund of shipping charges.
Customs authorities may open and inspect parcels. We are legally required to accurately declare contents and value on all shipping documents.
9. Address Accuracy & Inaccessible Addresses
Please ensure your shipping address is complete and accurate at checkout. Lume Loam is not liable for delay or non-delivery caused by an incorrect, incomplete, or inaccessible address.
- Notice an error? Contact [lumeloam@dekulture.com] immediately — we may be able to update before dispatch
- Parcels returned due to address errors: re-delivery is at the customer's cost
- We do not ship to PO boxes for international orders — please provide a full physical address
- Remote-area surcharges may apply in certain delivery zones — these will be shown at checkout
10. Non-Delivery & Lost Parcels
If your tracking shows 'delivered' but you have not received your order:
- Check with neighbours, your building reception, or in a safe space nearby.
- Check with your local postal depot or the courier's local branch.
- Allow 3 business days — some carriers mark items as delivered a short time before physical delivery.
- If still unresolved, email [lumeloam@dekulture.com] with your order number and tracking reference.
For confirmed carrier-lost parcels, we will offer a remake and re-dispatch or a full refund, after completing any carrier claim process required.
11. Refused or Returned Parcels
If a parcel is refused at delivery or returned to us as undeliverable:
- We will contact you to arrange re-delivery at the customer's expense
- If re-delivery is not requested within 14 days, we may offer a partial refund minus outbound and return shipping costs
- Made-to-order and personalised items cannot be refunded if returned due to refusal
12. Split Shipments
Orders containing multiple pieces are usually dispatched together once all pieces are complete. Occasionally, for large orders or pieces with different production timelines, we may split a shipment. You will receive separate tracking for each parcel. No additional shipping is charged for splits unless you agreed to a separate premium service.
