FAQ
FAQ
At Lumesselle, we create sleep, relaxation, and comfort essentials designed to support softer routines and slower nights. Below you will find answers to common questions about our products, care, shipping, returns, and refunds. If you need more help, our customer care team is here for you.
Product Information & Materials
What types of products does Lumesselle offer?
Lumesselle focuses on sleep, relaxation, comfort, and gifting essentials for slower evenings and more considered daily routines. Our assortment may include sleep masks, pillowcases, relaxation accessories, comfort products, fragrance-related items, gift sets, and other products selected for their function, feel, and use within a restful home routine.
What materials are Lumesselle products made from?
Materials vary by product. Depending on the item, a Lumesselle product may use textiles, fills, fragrance ingredients, glass, metal, plastic, or other materials appropriate to its intended function. Please review the individual product page for the material, construction, dimensions, and care information available for that specific item.
Are Lumesselle products intended to treat medical conditions?
No. Lumesselle products are intended for general comfort, relaxation, lifestyle, and personal-use purposes. They are not intended to diagnose, treat, cure, or prevent any disease or medical condition.
Care & Use
How should I care for my Lumesselle product?
Care requirements vary by product. Please follow the instructions provided on the relevant product page, packaging, label, or included materials. Where applicable, use gentle cleaning methods and avoid heat, moisture, harsh cleaning products, or other conditions that conflict with the product-specific care guidance.
What should I do if I am unsure how to use or care for an item?
Please contact our customer care team before using the product in a way that is not covered by its instructions. Include the product name and your question so we can provide the product-specific information available to us.
Orders & Shipping
How long will it take to receive my order?
Orders are typically processed within 1–3 business days after payment has been successfully confirmed. After dispatch, standard delivery within the United States generally takes approximately 5–12 business days. Processing time is separate from delivery time.
Do you offer free shipping?
Eligible orders totaling US$49 or more qualify for free standard shipping. For orders below the free-shipping threshold, available shipping methods and charges are displayed during checkout.
Do you offer international shipping?
International shipping is available where a valid shipping option is offered during checkout. Delivery times vary by destination, carrier service, customs processing, and local delivery conditions. International shipments may also be subject to import requirements, duties, taxes, or other destination-specific charges.
How can I track my order?
Once your order has shipped, tracking information will be sent to the email address used during checkout once it becomes available. Please allow some time for the carrier's tracking system to activate after dispatch.
What happens if my order arrives damaged or incorrect?
Please inspect your order when it arrives. If it is damaged, defective, incomplete, or different from what you ordered, contact us within 48 hours of delivery and include your order number together with clear photos of the affected item and its packaging.
Returns & Exchanges
Can I return my order if it does not meet my expectations?
From the date you receive your order, you have 30 days to request a return for an eligible item. For a standard return, the item must be in brand-new, unused condition and include its original packaging, accessories, and any included materials. Please contact us before sending anything back.
Can I request an exchange?
Where an exchange is available, eligible unused items may be exchanged within the applicable 30-day return period, subject to product availability and the instructions provided by our customer care team. Please contact us before returning the original item.
Where should I send my return or exchange?
Approved returns are processed through our return facility in China. Please contact our customer care team before sending any item back. After your return or exchange request has been reviewed and approved, we will provide the exact return address and applicable return instructions. Please do not send returns to our registered business address unless our customer care team specifically instructs you to do so.
Who pays for return shipping?
For non-quality-related returns, return shipping costs may be the responsibility of the customer. Any applicable return shipping instructions will be confirmed by our customer care team before the item is sent.
Are any items not eligible for return?
Certain items may not be eligible for standard return. If gift cards are offered for sale, they are non-refundable. If a product has been customized or personalized, it cannot normally be returned unless there is a quality issue or the item received is defective. Please review our Refund Policy for the applicable return requirements.
Refunds
How long does it take to process a refund?
Once we receive and inspect an eligible returned item, approved refunds are generally processed within 3–5 business days.
How will I receive my refund?
Approved refunds are issued to the original payment method used for the order.
When will the refund appear in my account?
After Lumesselle processes your refund, your bank, card issuer, or payment provider may require an additional 5–10 business days to post the funds to your account.
Still Have Questions?
If your question is not answered above, please contact us directly. Our customer care team can help with products, orders, shipping, returns, exchanges, refunds, and general inquiries.
9:00 AM – 6:00 PM ET
Company Information
Lumesselle is an online retail brand operated by Zhengzhou Aiyuxuan Trading Co., Ltd.
No. 2 Ruyihe West 4th Street,
Zhengdong New District, Zhengzhou,
Henan, China