Once we receive your wax design, we will notify you via the email you supplty on the registration form. It will then take 4 weeks for silver items and 6 weeks for gold items to be cast and hand finished before being returned to the “Maker’s” address on the registration form.

Please check your spam folders for this email and any other emails you may have supplied us with.

Yes, you need to know this when placing an order. We do offer a free ring sizer through the following link.

https://www.lemela.co.uk/ring-sizing

Once we receive your wax ring back in the post, we will email confirmation to the email address provided on the registration form. Please check all possible emails and spam folders for this, before contacting us.

If you are unable to get a satisfactory print from the waxes provided, you will need to purchase more additional waxes from the website.

We aim to despatch all orders placed before 3pm the same day (excluding Fridays, weekends and bank holidays).

Please send your wax back to us in the protective tin provided and include your registration form.

If you’re purchasing a U.K. kit, you will be provided with a pre-paid envelope to send your wax back to us.

If you’re an international customer it is your responsibility to return it back to us and we’d recommend using a tracked service. Please follow the instructions correctly provided in the kit including how to declare your return to avoid custom fees.

Typically, our Lumin kits are cast in either 9ct Gold or Sterling Silver.

If you would like a quote for an alternative metal e.g white gold, higher carat yellow golds or platinum, please get in touch.

You have 6 months from the date of purchase to return your wax design to us. After 6 months there will be an additional fee of £25 to cover the cost of fluctuating metal prices, which will be invoiced upon us receiving your wax design.

If you have ordered the wrong wax size for a Lumin Kit you will need to purchase additional waxes in the correct size. When returning your design, please amend the registration form by circling the new size.

When you return you wax along with the completed registration form, you are giving us permission to process your wax regardless of its quality. 

If you want to check with us before returning this is no problem, send us a picture of your wax imprint to info@lemela.co.uk and we’ll put your mind at ease.

Alternatively, you may return all your waxes to us, and we will carefully select the most suitable piece for casting. Please note that any unused waxes will be discarded, unless you specifically request their return.

Our pendant kits include 4 wax pieces, so you have a few attempts to get the perfect print. You’re welcome to return all 4 imprints for us to pick the one that will give the best result. Do not combine the wax pieces as they are provided at a weight that translates to the weight of metal for each unique LUMIN product.

If we receive waxes that are of a combined weight they will automatically be rejected and you will need to re order and complete new prints.

While our pendant kits can be used double-sided, please note that both sides must be printed at the same time. Coordinating two pets to press their paws together with the wax in between can be challenging! For this reason, we recommend choosing a necklace kit with two separate pendants, one for each pet.

Alternatively, if you complete two separate wax prints we can combine them for an additional £25. Just enclose a note with your returned waxes requesting this and we will send you a supplementary invoice.

If you have not submitted your registration form along with your wax design, we are unable to identify the ownership of the wax. As a result, we cannot process your wax design unless the completed registration form is included.

Not exactly. The wax rings you receive may vary slightly in size compared to the final ring, this is due to the casting process. Rest assured, your finished ring will be crafted to the exact size you selected at checkout.

No, we do not keep copies of your wax design. This is because of the lost wax casting process, in which your original wax model is melted away and replaced by a solid metal replica. Each piece is truly one of a kind!

Yes, unused Lumin kits in their original condition are subject to a 14 day refund policy.

What if I have used my Lumin kit but now want a refund?

If within 31 days you decide not to proceed with having your item cast we are happy to offer a refund minus a £25 kit fee and your original postage. Any Lumin order 31 days cannot be refunded.