FAQ

Payments

Q.  What forms of payment do you accept?

A.  All of our payments are processed through PayPal.  You may pay with a credit card on the PayPal screen. You don't need a Paypal account to be able to use your credit card.

Q. How do you store my credit card information?

A. We don't. We never see any of your account information or account numbers. All we receive is your shipping information and the amount of your payment. We are totally hands off your financial information. All of that is handled by PayPal.  We cannot charge your credit card or access your PayPal account.

Q. What is your refund policy?

A. This Item is a Brand New Custom Item

  • NO RETURNS are Accepted for this Listing.  If you received the wrong item please contact us.

Guarantee

As talents, techniques, and results will vary among individual artists, no guarantee is made for your individual results from the use of Luminaire paint nor will we be responsible for the outcome of using the product.

Q. I'm nervous about sending you my money. How do I know that I can trust you? Will I receive my items?

A. We understand that it can be hard to trust that your transaction will go smoothly. Luminaire has been around for several years now and we are PayPal verified. You receive a notice from PayPal when your order is prepared for shipping, that notice contains tracking information so that you can keep tabs on your order. All orders are shipped by USPS priority mail.

 

Error Message on Shipping Screen.

Q. I'm trying to check out but I keep getting an error message that says no shipping is available. What am I doing wrong?

A. Our shopping cart has a $20 minimum before the shipping is added.  That's where the problem is coming from. Once you have a total of $20 before shipping is added, then you will be able to place your order.

Shipping

Q. When does my order ship?

A. We try to ship your order with 5-10 weekdays days of payment. Very often they ship sooner, but we don't promise that in case we are waiting on a shipment from our supplier, or we need to mix a new batch of paint for one of your colors, or we may have a large volume of orders. We don't prepackage our product either and put it on a shelf. Each order is poured into the appropriate sized containers at the time of shipment so that your paint is always fresh. 

We understand that you are filled with excitement to begin painting your doll, we try to get your order to you ASAP.

Q.  Will I receive tracking information?

A.  You receive a notice from PayPal when your order is prepared for shipping, that notice contains tracking information so that you can keep tabs on your order.Please double check with PayPal and make sure that your email address is current so that you will receive the notice. All orders are shipped by USPS priority mail.

Contact

Q. How do I Contact you? I can't find a phone number.

A.  The very best way to contact us is to click on the green contact button on the lower right of your screen.  Please give us 48 hours to get back to you before emailing again. Often we will get back to you very much sooner than that,if our work load permits.  If you contact us after hours on evenings or weekends we will get back to you during business hours during the week. At the present time, we do not accept phone calls, we have found that we can give quicker service by email.