Refund policy

Refund & Return Policy — LustarStudio

At LustarStudio every sculpture is a handmade, made-to-order polymer clay piece created from your photo. Because each item is uniquely personalized, our policy differs from standard retail.

Custom & Personalized Items

Since your sculpture is made specifically for you from the photo you provide, we generally do not accept returns or refunds for a change of mind.

Damaged or Defective Items

If your order arrives damaged in transit or has a craftsmanship defect, contact us within 7 days of delivery with photos of the issue. We will offer a free remake or a full refund.

Production Time

Each piece takes 10–14 business days after we confirm your photo and design. Add rush production (5–7 days) and/or express delivery (5–10 days) at checkout — each can be chosen independently or together.

Changes & Cancellation

You may request changes or cancel before production begins. Once sculpting starts, changes or cancellations are no longer possible.

Contact

Email hello@lustarstudio.com with your order number and photos. We reply within 1–2 business days.

Refused or Undeliverable Packages

If an order is refused at delivery or returned to us as undeliverable, a refund will be issued once the item is received back, minus return shipping costs, any customs fees incurred, and a 20% restocking fee.