Frequently asked questions

Add the items you want to your cart and check out through our secure Shopify checkout. After you order, you receive an order confirmation email.

You can only cancel within 6 hours of purchase, on the same day:

• Within the first hour: a full refund of the order value (excluding any tip).
• After 1 hour but within 6 hours: a 70% refund of the order value (excluding any tip). A management, processing and transaction fee of 30% of the total order value applies.

Orders that have moved to an advanced preparation status can’t be cancelled or changed.

Cancellation terms in the Refund Policy →

Please double-check your address at checkout. We can’t guarantee address changes, and once an order is processing or has shipped, the address can’t be changed. If the package is returned to us, we can offer an exchange or refund.

Wrong address disclaimer →

You can see your orders by signing in to your account with the email you used at checkout. See Track your order for the steps.

We ship Monday through Friday, excluding weekends and holidays. Orders are not shipped on the same day they are placed. Incorrect or incomplete payment or address information can delay processing.

Estimated shipping times:

Our products are typically shipped from one of our overseas facilities, so please allow up to 3–4 weeks to receive your purchase. Times are estimates and can be affected by customs, holidays and weather.

Shipping Policy →

For items shipped from our overseas supplier, tracking often pauses between the time the package enters USPS facilities in China and the time it’s processed at USPS facilities in the US. This usually takes 2–7 days on average, and can take as long as 8–12 days.

For international orders, we can’t guarantee whether you will be charged customs taxes or duties. You are responsible for any customs, duties, taxes and fees charged by your country. Your local customs office can tell you the rates.

International delivery →

Returns must be approved by our support team before anything is sent back. We accept returns when an item is faulty due to an error on our end (for example a wrong or damaged item), together with proof of purchase.

Returns are accepted within 15 days of delivery. Items must be unused and undamaged, with original labels and packaging. Please send returns only to the address we give you, not to the sender address on the package.

Returns in the Refund Policy →

Keep the shipping label of the package. Take clear photos on a flat surface showing the tag and the problem (an unboxing video helps too), then email the label and photos to support@lumisette.com.

If your case is eligible, we resend the item or refund it, and you don’t need to return it.

Damaged/Wrong/Missing Items →

If a package appears lost in transit, we can replace it. If you prefer a refund instead, we wait 15 days before refunding in case the package is still delivered. Please include the Loss of Certificate or official information from your local post office about the package.

Lost Packages →

We only replace items that are defective or damaged, with the same product. Email support@lumisette.com to arrange it.

In general, you pay the shipping cost of sending an item back. The Refund Policy has the full details, including exceptions.

Important notice →

It depends on the product, and every product page says how it’s powered. In our current range:

• Plug-in (120V/60Hz adapter): the 5 ft pre-lit pencil tree, the dual-head snowflake projector and the star tree topper with snowflake projector.
• USB: the waterfall Christmas tree lights (plug into a USB adapter or power bank) and the 16-color moon lamp (rechargeable by USB).
• Battery: the lighted reindeer family, the snowy birch tree light, the window curtain lights and the advent calendar village (2 × AA, not included).
• Solar: the 39 ft solar fairy string lights, with a built-in rechargeable battery and automatic on at dusk, off at dawn.

Some can. Check each product page for its rating and intended use. For example:

• The solar fairy string lights and the dual-head snowflake projector are IP44 rated (the projector’s power adapter is not waterproof).
• The RGB-IC neon rope light is IP65 rated.
• The lighted reindeer family is for indoor and outdoor use.
• The snowy birch tree light is made for indoor decoration, and the curtain lights’ battery box is not waterproof.

It varies by product, and the product page says so. For example, the light-up advent calendar village uses 2 × AA batteries that are not included.

Each product page lists size, number of LEDs, light modes and power. If something isn’t clear, send us a message and we’ll help.

Checkout runs on Shopify’s secure checkout. You can pay with major credit and debit cards, and with Apple Pay or Google Pay on supported devices.

Your payment is processed when you place your order at checkout.

Only if you cancel within the first hour of purchase. Between 1 and 6 hours after purchase (same day), 70% of the order value is refunded. See “Can I cancel my order?” above.

Cancel order →