When it ships
Made to order, then out the door
Every bottle is blended, poured and labelled here rather than pulled off a shelf, so orders leave in 2–4 business days. During a market week it's usually the faster end of that. If something in your order needs a fresh batch we'll email you the same day rather than leave you wondering.
Rates & carriers
Flat rates, bought at the counter price
We buy our labels through Pirate Ship, which gets us the same commercial USPS and UPS rates the big shops pay. Our flat rates are set to cover postage and packaging, not to pad the order.
We ship within the United States. If you're outside the US and want something, email us before ordering and we'll price the postage honestly before you commit.
Market pickup
Order online, collect on Saturday
Choose market pickup and you pay nothing for shipping. We'll set your order aside with your name on it and confirm which Saturday to come by. We hold pickups for three market days, then check in before anything goes back into stock.
Tracking
You'll get the number
Tracking is emailed the moment the label is made, which is usually a few hours before the parcel is actually collected — so don't worry if it sits at "label created" for a bit. Glass is wrapped and boxed; we don't ship bottles in a soft mailer.
Lost or damaged
Broken glass or a missing parcel
If a bottle arrives cracked or leaking, send us a photo of the bottle and the box within 7 days of delivery and we'll replace it free — no need to return the broken one. If tracking stops moving for 7 days, or says delivered and nothing arrived, email us and we'll chase the carrier and make it right. Damage in transit is our problem to solve, not yours.
Returns window
One week, and hygiene has the final say
Unopened and unused: return anything with its seal intact within 7 days of delivery for a full refund of the product price.
Opened: these are oils for lips, lashes and skin, so once a bottle has been used we can't resell it or pass it to anyone else. What we can do is make it right: if a product doesn't work for you, tell us within 7 days and we'll offer store credit or a swap for something that suits you better. We'd rather find you the right bottle than take your money for the wrong one.
Not returnable: anything past 7 days, anything obviously used up, and market-pickup orders already collected and opened.
Starting a return
One email, no forms
Email luminouslines.designs@gmail.com with the name on the order, what you'd like to send back, and a sentence about why — that last part is how we improve the blends. We'll reply within two business days with the return address.
Return postage is on you for a change of mind, and on us whenever the fault is ours: wrong item, damaged in transit, or something that arrived not as described. Pack the glass with something soft; a bottle that breaks on the way back can't be refunded.
Refunds
Back the way it came
Once your return arrives and we've checked the seal, refunds go to the original payment method within 5–10 business days — most banks post it faster than that. We refund the product price; original shipping is refunded only when the return was our fault. You'll get an email when it's processed, and we'll tell you the amount rather than leave you to work it out.
Exchanges
Wrong scent, right product
Picking a scent from a screen is hard, which is why we like meeting people at the market. If you ordered Timber and wanted Glacial, email us — for an unopened bottle inside 7 days we'll swap it and only ask for the return postage. Opened bottles fall under the store-credit route above.
Cancelling an order
Before it's poured
Email us as soon as you know. If your order hasn't been poured and labelled yet we'll cancel and refund it in full, same day. Once it's boxed and a label is bought, it's easier to let it travel and use the returns route above.
Nothing here takes away rights you have under US consumer law or your state's rules — it sits alongside them.