Return and Refund Policy

At LueurHome, we want you to shop with confidence and bring warmth to your space with our handcrafted decor. This Return & Refund Policy explains how returns, exchanges, and refunds are handled for our collections.

1. 30-Day Return Eligibility

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be in the same condition as received.

  • Unused, unwashed, and in its original packaging.

  • Accompanied by a receipt or proof of purchase.

  • Note: For handcrafted macramé items, please ensure the fringe and fibers are not brushed or altered if you intend to return them.

2. How to Start a Return

To initiate a return, please contact us at: service@lueurhome.com

If your return request is approved:

  1. We will provide detailed instructions on how and where to send your package.

  2. Important: Items sent back to us without first requesting a return and receiving authorization will not be accepted.

3. Damages and Issues

Please inspect your order upon delivery. Since our products include delicate handmade textiles and felt boards:

  • If your item is defective, damaged, or incorrect, contact us immediately at service@lueurhome.com.

  • Handmade Note: Minor variations in weave or natural fibers are characteristics of handcrafted art and are not considered defects.

  • Shipping Creases: Macramé wall hangings may develop slight creases during transit; these typically settle after hanging for 24-48 hours and are not considered damages.

4. Exceptions / Non-Returnable Items

Certain items are not eligible for return:

  • Custom or personalized products (e.g., special orders or custom sizes).

  • Sale items or Gift cards.

  • Original shipping fees paid at checkout are non-refundable.

5. Exchanges

The fastest way to get the item you want is to return the original item, and once the return is accepted, make a separate purchase for the new item.

6. European Union – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be unused, in its original packaging, and with proof of purchase.

7. Refunds

Once we receive and inspect your return, we will notify you of the refund status.

  • Approval: If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • Please note that your bank or credit card provider may require additional time to post the refund.

  • If more than 15 business days have passed since your refund was approved, please contact us at service@lueurhome.com.

8. Return Address

A return authorization is required before sending any items. Please do not send returns to the physical studio address without prior approval.

Business Entity Information: Legal Entity Name: HANDCRAFTER
Address: Flat/RM 404, 4/F, D2 Place One, 9 Cheung Yee St, Lai Chi Kok, KL, Hong Kong Email: service@lueurhome.com