Custom-made books

Each Luma & Lore book is created specifically for the child identified in the order. Because the product is custom-made, returns or refunds for change of mind are generally not available once production has begun.

Before printing

Before printing, we may provide Your Luma & Lore Story Preview showing selected portions of the book. The preview is intended to confirm the child’s name, general appearance, and a sample of the custom story experience. It is not a full-book proof.

Two complimentary refinement rounds are included for accuracy and consistency issues such as spelling or name errors, clearly incorrect hair, eye or skin details, pronoun errors, or a clear misinterpretation of information supplied with the order. After the two complimentary rounds, each additional proof refinement costs $4.95. After the first revision, you may instead request a change to the Book Story or replacement of the character for $7.95. A story change restarts story creation, and a character replacement restarts the book workflow and requires a new intake form with the new child’s details.

Cancellations

If you need to request a cancellation, contact Info@lumaandlore.com as soon as possible. If custom production or printing has already begun, cancellation or a full refund may no longer be possible.

Damaged, defective, or incorrect books

If your book arrives damaged, has a manufacturing defect, or materially differs from the approved customization because of our error, contact Info@lumaandlore.com promptly with your order number and a description of the issue. We may request photographs showing the problem so we can evaluate the appropriate remedy.

Depending on the circumstances, an appropriate remedy may include correction, reprinting, replacement, or refund. Normal artistic variation in a custom-created book is not considered a manufacturing defect.

Shipping issues

If tracking shows a delivery problem, contact us so we can review the shipment with the applicable carrier or fulfillment provider. Delivery estimates are estimates and may be affected by carrier delays, weather, address problems, or other circumstances outside our control.

Refund timing

If a refund is approved, it will generally be issued to the original payment method. Processing time after issuance is controlled by the payment provider and the customer’s financial institution.

Contact

Questions about cancellations, damaged books, replacements, or refunds may be sent to Info@lumaandlore.com.