CUSTOMER SERVICE - FAQs
Welcome to our Frequently Asked Questions section, where you can find answers to our most frequently asked questions. Whether you're curious about our personalised service, need information about sizing, or have questions about shipping and returns, we're here to help. Browse our FAQs to quickly get the information you need to make your shopping experience as seamless as possible. If you still have questions, feel free to contact our customer service team for further assistance.
The Ordering Process
Yes! If you see a style you like but it's not available in the specific gemstone you want, please send us an email at support@luminousvibe.com. We can craft the design according to your choice of gemstone. Alternatively, you can send us a message through our contact page. We are happy to create a style with the gemstone of your choice. If you have a preference for different gemstones associated with your zodiac sign or have any other special requests, we are eager to accommodate your needs as much as possible. Please let us know your preferences, and we will do our best to fulfill your custom order.
We understand your concern regarding the differences you might notice between the product you received and the image shown on our website. Let us assure you that this variation is a hallmark of natural crystal products, and here’s why:
Uniqueness of Natural Crystals: Natural crystals are formed over millions of years within the earth and each piece is unique in its color, shape, texture, and internal features such as inclusions, cloudiness, or fissures. This diversity is inherent to natural stones and contributes to their beauty.
Handcrafted Distinctiveness: Our crystal products are handcrafted by skilled artisans, ensuring each piece retains its natural aesthetic from cutting to polishing. This artisanal process makes each item one-of-a-kind, but also means that it is impossible to achieve an exact replica of another.
Photographic Representation: The images on our website aim to provide as accurate a representation of the product appearance as possible. However, due to the natural variation and the handcrafted nature mentioned above, each actual piece may slightly differ from the photograph. We strive to present a general view of each crystal’s appearance in high-quality images, but the specific details of the actual product may vary slightly from those shown.
We appreciate your understanding and respect your expectations of our products. Thank you for appreciating the unique qualities of handmade, natural products. If you have any concerns or dissatisfaction with the item you received, please do not hesitate to contact us. We are more than willing to explain further or offer a replacement or refund.
We personalise our jewelry in-house to ensure quicker dispatch of your gift. However, depending on the volume of orders, it may take an additional day to process your order for engraving.
The Virtualisation Product
Virtual items include personalized astrological chart readings and digital wallpapers imbued with the mystical powers of crystals, along with other digital resources designed to enhance your personal and spiritual growth. These products are crafted by a team of digital astrologers and healers, incorporating professional Feng Shui knowledge to bring good fortune and positive energy to users. Each product is meticulously designed by our professional design team and undergoes an energy purification process to ensure optimal energetic fields. Delivered digitally, these items offer tailored insights and aesthetic elements without the need for physical shipping, bringing endless good fortune and energy to cater to your various needs comprehensively.
After your purchase, you will receive an email with a link to download or directly access the virtual items. Please ensure that the email address you provide at checkout is correct to avoid any issues.
Virtual items are intended for personal use only and are closely linked to the individual’s energy field. Each product is tailored to harmonize and enhance the personal energy of the buyer and is not transferable. Sharing these digital products not only violates our terms of service but also compromises the integrity and effectiveness of the energy alignment created specifically for you. We encourage you to respect the unique and personal nature of these items to fully benefit from their energy-enhancing properties.
If you encounter any issues while downloading or accessing your virtual items, please contact our support team immediately at support@luminousvibe.com. We are here to assist you and ensure that you have the best possible experience.
Due to the digital nature of virtual items, we generally do not offer refunds once they have been delivered. However, if you are not satisfied with your purchase or encounter any issues, please contact our customer service at support@luminousvibe.com. We are committed to ensuring your satisfaction and will review each case individually to determine the best course of action.
Yes, certain virtual products, such as energy wallpapers, may have a limited usage period. These wallpapers are designed to align with your mood and environment, and when their energy starts to fade, it’s recommended to replace them for optimal effect. The maximum usage period for energy wallpapers is typically no longer than two years. Additionally, as cosmic energies shift each year, it's advised to update and adjust your wallpaper to match the new energy requirements.
Yes, for personalized virtual products such as astrological readings, providing your accurate birth time is essential. This information helps us generate a more precise and customized analysis aligned with your personal birth chart, ensuring that the product truly meets your needs.
Once a virtual product has been customized and delivered, it typically cannot be modified due to the personalized nature of the item. Please contact our support team at support@luminousvibe.com, and we will do our best to assist you on a case-by-case basis.
Customized Wallpaper:
Crafted based on the user’s specific birth details—date, time, and
location—this wallpaper generates a personalized energy chart. By
incorporating the unique energies aligned with the user’s astrological
profile, the customized wallpaper creates an energy field that resonates
precisely with the individual’s magnetic field. This tailored design is
ideal for maximizing the positive influence of the wallpaper, accurately
enhancing the good fortune you seek.
Non-Customized Wallpaper:
Requires no personal information and is created using a universal
Wheel of Fortune and energy combination, suitable for general use. While
it can boost the user’s energy on a broader scale, it lacks the precision
of customized alignment, offering an overall uplift but without the
targeted benefits a personalized design can provide.
Customized :
Requires your specific birth details—date, time, and location—to
create a fully personalized forecast based on your unique astrological
chart. It provides an in-depth analysis of the year ahead across various
areas of life, including career, love, health, family, and academics,
highlighting the opportunities to seize and areas to be mindful of.
Additionally, it includes monthly guidance to help you align with the
broader trends and optimize your personal growth, maximizing the benefits
of the upcoming year.
Non-Customized :
No personal information is needed, as this forecast is based on the
general astrological patterns for the twelve zodiac signs. By combining
Sun and Ascendant signs, it offers useful, broader guidance but lacks the
specificity and precision of a personalized reading.
The Delivery Process
Yes, you can! After placing your order, you will receive a confirmation email with all your details. Please review the information carefully to ensure the delivery address is correct. If you notice an error, let us know as soon as possible, and we can update the address before dispatch.
If your parcel has already been dispatched, you will need to track your delivery. Should the parcel be refused at the delivery point, we can resend it to the correct address upon your request, but please note that this will incur an additional delivery charge.
Yes!Once your order has been dispatched, you will receive an email notification with your parcel’s tracking number. We use Royal Mail's tracked service for all orders. Additionally, if you have registered with us, you can log in to our website at any time to access your tracking information.
If you’re not at home when the delivery is attempted, your parcel will be taken to your local Royal Mail sorting office for safekeeping. The delivery person will leave a "While You Were Out" card in your letterbox, which will provide detailed instructions on how and where to collect your parcel.
Order Issues
We understand how important it is for your gift to arrive in perfect condition, and we are committed to resolving any issues as quickly as possible. Since we operate online and do not have a physical store, the most efficient way for us to assist with a damaged or broken item is to receive a photograph of the issue. Please send us an image of the damaged item, which may help us address the problem without requiring you to return it. We will then provide either a replacement or a full refund, depending on your preference and availability.
If you no longer want or need the item you ordered, please contact our customer service team as soon as possible at support@luminousvibe.com. If the item is a physical product and has not yet been shipped, we may be able to cancel your order. If the item is a physical product and you have already received it, and for any reason it is no longer suitable, you have the right to return it for a refund. Please note that return shipping costs will be your responsibility, and returned items must be unused and in resellable condition. Once we receive the returned item, we will issue a full refund within approximately 15 business days, excluding the original shipping cost.
For virtual products, since they are delivered digitally, once the product has been accessed, cancellations or refunds are not possible.
Orders are typically processed within 1-3 business days. Shipping times will vary depending on your location and the shipping method you selected at checkout. You will receive a confirmation email with tracking information once your order has been shipped.
The Returns Process
We accept returns within 30 days of purchase. Items must be unused, in their original packaging, and in resellable condition. Please note that the return shipping costs are the responsibility of the customer. Once we receive and inspect the returned item, a refund will be issued within 15 business days, excluding the original shipping fees. For virtual items, returns are not available due to the digital nature of the product.
Once we receive your returned item, we will inspect it and process your refund within 15 business days. The refund will be issued to your original payment method. Please note that shipping fees are non-refundable. After shipping the return, please send the return tracking number to us via email at support@luminousvibe.com.
We can only accept returns for items that are unused, in their original packaging, and in resellable condition. If the item has been used or damaged after use, we cannot process the return.
Due to the nature of digital products, virtual items cannot be returned or refunded once they have been accessed.
Additional Information
Yes, international customers are eligible for returns. However, international customers are responsible for both the original shipping cost and the return shipping cost. We recommend using a trackable shipping method to ensure the return is delivered successfully. Any customs duties or taxes paid on the original order are non-refundable. Please contact our customer service team at support@luminousvibe.com for further instructions on how to return an item from abroad.
Yes, if you are returning part of a multi-item order, we will process a partial refund for the items returned. The refund amount will be based on the price of the returned items, excluding any shipping fees. Please ensure the items are in unused, resellable condition, and include the original packaging. Once we receive the returned items, the partial refund will be processed within 15 business days.
If you haven’t received your refund within 15 business days of us confirming receipt of your returned item, please follow these steps:
- Check with your bank or credit card company: Refunds may take additional time to be posted to your account.
- Check for any delays: Some banks and credit card companies may take longer to process refunds.
- Contact us: If you still haven’t received your refund, please contact us at support@luminousvibe.com with your order number and return tracking information, and we will investigate the issue.