Return Policy
Last updated: 5 Oct 2026
Every lantern is handmade. If yours arrives faulty, you can get an exchange or a refund under the conditions below.
Deadline
- You have 7 days from the day your order is recorded as delivered to submit a return request.
When we exchange or refund
- The lantern has a manufacturing defect.
- The lantern is broken or damaged in transit.
- The wrong product was delivered.
- We do not accept returns for a change of mind, especially for lanterns with a personalised greeting.
Unboxing video — required
- A request must include one continuous video from the moment of unboxing until the lantern’s condition is shown. Without a video we cannot process the request.
- If the lantern is a gift, the recipient should film while opening the box. This guidance is also on the gift QR page and the thank-you card.
How to submit
- The buyer submits the request for their order; gift recipients should ask the buyer to submit it.
- Online submission from your Account page is still being finished. Until then, please contact the shop through the support channel on the website with your order code and the video.
Outcome
- We review the request and reply to the buyer. If accepted, you receive a replacement or a refund; if declined, we explain why.