Delivery & Returns
Delivery
We deliver by courier in Romania and across Europe. Within Romania, your order reaches you within 1–3 working days (24–72 hours) of being placed; for other European countries, the delivery time depends on the destination. You will receive the parcel tracking number by email.
The delivery cost depends on the weight of the parcel and is shown in the cart before payment. Within Romania, delivery is free on orders over 300 lei.
Payment is online only, by card, through Stripe. We do not offer cash on delivery. We never see or store your card details.
Every piece is packed individually, with protective material.
If a product arrives damaged or wrong
Check the parcel when you receive it. If a piece has arrived broken or chipped, or you received a different product from the one you ordered, write to us at lazuranstudio@outlook.com within 48 hours of receipt, with photos of the product and of the packaging. We will send you a new piece or refund your money, as you choose, and we cover all shipping costs.
After 48 hours we can no longer accept the claim as transport damage. A piece that is broken, chipped or scratched after delivery is not covered by the warranty.
Variation between pieces
Our pieces are made and finished by hand, one at a time. Each has small differences in shade, texture, pores and edges compared with the photos and with other pieces of the same design. They are described on each product page and are not defects.
We do not replace a piece or cover return costs for these differences. We replace free of charge only genuine defects: cracks, pieces broken in delivery, a protective coating that peels off, pieces missing from a set (see the Warranty page).
14-day returns (right of withdrawal)
You have the right to cancel your order within 14 calendar days of the day you received the product, without giving a reason. If an order comes in several parcels, the period runs from receipt of the last one.
Let us know in one of these ways:
- with the “Withdrawal from Contract” button in the page footer;
- by email, at lazuranstudio@outlook.com, with your name and order number;
- with the model form on the Withdrawal from contract page.
Then send the product back within 14 days at most to: Lunarig Company SRL, Str. Apateului nr. 11F, Sat Cihei, Com. Sânmartin, Bihor County, Romania.
If you return the product because you do not like it or have changed your mind, the return shipping cost is yours.
What we accept back
- The product we sent you, complete (for sets, all the pieces).
- Unused and undamaged, as you received it. Please pack it carefully, preferably in the original box.
- If you send us a different product from the one we delivered, we cannot refund you until we receive the correct product.
If a piece comes back used (for example with wax, ash or soap marks) or damaged (broken, chipped, scratched), we deduct the value it has lost from the refund. For a broken piece, the deduction can reach its full value. We will send you photos of the condition in which we received it.
Refunds
We refund the products, including the standard delivery cost paid with the order, within 14 days at most from the date you told us you were withdrawing, to the card used for payment. We may hold back the refund until we receive the product or until you send us proof that you have shipped it.
Products that cannot be returned
Products made to your specifications (a colour or a size made especially at your request) cannot be returned. For such orders, we tell you before payment.
Business customers
The 14-day right of return applies to consumers. For orders from companies (hotels, restaurants, designers), the terms are those set out in the quote we send.