ORDER DETAILS
Keep the order number available so the request can be matched to the purchase.
RETURNS & ASSESSMENT
RETURNS
& ASSESSMENT
A return begins with the object itself.
Every request is considered against the order, the individual work and the published Refund Policy. Object handling and documentation remain part of the process from first contact through final inspection.
REVIEW THE PROCESS
BEFORE YOU RETURN
Start With the Record.
A natural-stone work should not begin its return journey as an anonymous parcel. Start by connecting the physical object to the order and, where applicable, its archive identity.
ARCHIVE NUMBER
When present, the archive number identifies the individual physical work.
CLEAR PHOTOGRAPHS
Photograph the complete object and any area that is relevant to the request.
CONTACT FIRST
Contact LITHMORA before arranging return shipment so the work and packing method can be reviewed.
PLEASE CONTACT LITHMORA BEFORE ARRANGING THE RETURN SHIPMENT OF A NATURAL-STONE WORK.
THE RETURN PROCESS
Six Steps, One Object.
The process below explains how the object is identified, documented and protected. Eligibility, timing, charges, exclusions and refund terms remain governed by the published Refund Policy.
REQUEST
Contact LITHMORA with the order details, archive number when applicable and a clear explanation of the request.
ASSESS
The request is reviewed against the order, the object record and the applicable published policy.
PREPARE
If the return proceeds, use the agreed packing guidance and retain any fitted original packaging when practical.
RETURN
The work travels using the agreed method with protection appropriate to its form, weight and vulnerable details.
INSPECT
On arrival, the package, physical work, archive identity and relevant condition are reviewed.
RESOLUTION
The applicable outcome follows the published Refund Policy and the circumstances of the return.
CONDITION DOCUMENTATION
The Condition Is Part of the Record.
Clear documentation helps distinguish natural stone character from a return concern and gives the work a consistent point of reference before it moves.
ORDER NUMBER
Connects the request to the purchase.
ARCHIVE NUMBER
Connects the request to the individual work when an archive number exists.
FULL OBJECT PHOTOGRAPHS
Show the complete work from clear, useful angles.
AREA OF CONCERN
Include close detail without hiding the surrounding physical context.
OUTER & INNER PACKAGING
Include packaging photographs when transit impact or delivery condition is relevant.
RETURN PACKING
Protect the Work on the Way Back.
A return should protect the object as carefully as the original delivery. Fitted packaging is part of that protection logic, especially where a work has projections, cavities or significant weight.
Where practical, reuse the fitted protective components supplied with the work and restore them in the same protective relationship to the object.
Contact LITHMORA before improvising a return package. Object-specific guidance may be necessary for scale, mass or vulnerable details.
- Support the main body of the work.
- Protect projecting or carved details.
- Prevent movement inside the package.
- Avoid concentrated pressure on vulnerable areas.
SAFE RETURN PACKING FOLLOWS THE OBJECT — NOT A GENERIC BOX.
WHAT HAPPENS ON ARRIVAL
The Handover Ends With an Inspection.
The returned object is not treated as an anonymous parcel. The packaging, object identity and relevant condition are reviewed together.
PACKAGE
Outer and internal protection can be reviewed as part of the return record.
OBJECT
The physical work is unpacked and inspected with attention to its material and carved structure.
RECORD
The archive identity and documented physical character are matched when applicable.
CONDITION
Relevant differences are recorded before the applicable policy outcome is completed.
DELIVERY CONCERNS
If the Object Arrives Differently From the Record.
Transit damage and a voluntary return are not the same situation. If the parcel or object appears affected by delivery, preserve the packaging and document the condition before discarding anything.
PLEASE RETAIN
OFFICIAL RETURN & REFUND POLICY
The Published Policy Is the Authority.
This page explains LITHMORA's object-handling and documentation process. Eligibility, time limits, shipping responsibility, exclusions, refund timing and other formal terms are governed by the published Refund Policy maintained in Shopify.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at postmaster@lithmora.com. Please note that returns will need to be sent to the following address: Room 203, Building 2‑1, E‑city International Innovation Center, Jimei District
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at postmaster@lithmora.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at postmaster@lithmora.com.
OBJECT-SPECIFIC SUPPORT
Not Sure What to Do?
Send the order number, archive number when applicable, clear photographs and a concise description of the concern. The object can then be considered in context.
CONTACT LITHMORA
01
SHIPPING & DELIVERY
→
02How the work reaches you and how delivery concerns are documented.
CARE GUIDE
→
03How to handle, display and preserve a natural-stone work.
AUTHENTICITY
→
04How exact objects, material records and archive identities are documented.
THE ARCHIVE
→
How individual works remain connected to their permanent record.
THE RECORD CONTINUES
One Object.
One Record.
Explore individually documented natural-stone works entering the LITHMORA archive.
EXPLORE NEW WORKS