Handmade nature of our pieces
Each Lumbro piece is handmade in Christchurch, New Zealand. Our rugs, cushions, ottoman tops and textile pieces are made individually using hand-tufting and other craft-based processes.
Because each piece is made by hand, small variations are part of the final result. This may include slight differences in size, line shape, yarn density, pile direction, carving, edge finish, colour perception and overall texture.
These variations are not considered faults. They are part of the handmade character of each piece and reflect the human process behind every Lumbro product.
Product images, colours and presentation
We do our best to represent each product as accurately as possible. However, colours may appear slightly different depending on screen settings, lighting, photography and material availability.
Some product visuals may be created or enhanced with digital tools or AI for presentation purposes. These images are used to help show design intention, scale or styling.
For a more realistic reference of texture, pile height, finish, colours and handmade details, we recommend viewing our Instagram and real product photography.
Made-to-order production
Most Lumbro pieces are made to order. The usual production time is approximately 15 days plus shipping time, depending on the size, complexity of the design and current demand.
Production times are estimates only. If your order requires more time, we will contact you before or during production to keep you updated.
For custom pieces, the final layout, colours and design direction will be confirmed before production begins.
Size and design adjustments
Final dimensions may vary slightly due to the handmade process, yarn tension, adhesive application, backing and material contraction during finishing.
For smaller rug sizes, some design details may need to be simplified or adjusted so the final piece can be tufted clearly and safely.
Motif scale, spacing and layout may be adapted depending on the chosen size and the design selected.
Shedding and care
Some shedding is normal, especially during the first weeks of use. This is common with handmade tufted rugs and textile pieces.
Lumbro pieces are designed for indoor use only. They are not suitable for outdoor areas, wet rooms or humid environments.
Please follow the care instructions provided with your product. Lumbro Studio is not responsible for damage caused by incorrect use or care, including but not limited to outdoor use, excessive moisture, steam cleaning, soaking, harsh detergents, incorrect vacuuming, dirty or wet shoes, pets, stains, burns or general misuse.
Shipping and packaging
Each item is carefully packed before dispatch. To reduce shipping volume and protect the item in transit, rugs may be rolled or folded.
Temporary marks, folds or flattening may appear after delivery. These usually soften naturally with use, gentle vacuuming and time.
A return or repair request may only be considered if the shipping mark has caused a clear technical issue, such as visible material loss, structural damage or significant colour/material damage.
Payments
Full payment is required at checkout to confirm your order.
For made-to-order and custom pieces, payment secures your place in the production schedule and covers the materials, planning and time required to begin the piece.
Once production has begun or materials have been purchased, cancellations may only be eligible for a partial refund. Lumbro Studio may retain part of the payment to cover materials, design preparation and work already completed.
For custom or made-to-order pieces, this may be up to 60% of the product value, depending on the stage of production.
Any refund amount will be reviewed case by case and confirmed once the cancellation request has been assessed.
Returns and refunds
Lumbro pieces are handmade and/or made to order. Small variations in size, texture, density, line shape, colour and finish are part of the handmade process and are not considered faults.
We do not offer refunds for change of mind once production has begun.
However, if your item arrives with a possible technical fault, please contact us within 10 days of delivery at:
Please include your order number, photos, videos if relevant, and a clear description of the issue.
If the issue is minor and repairable, we may offer a repair or replacement. If the issue is major, refund options will be assessed in line with New Zealand consumer law.
Examples of a technical fault may include:
- detached backing
- structural damage
- visible material loss caused by a production fault
- a product that is significantly different from what was agreed before production
Damage caused by incorrect use, outdoor use, moisture, steam cleaning, soaking, harsh detergents, dirty or wet shoes, pets, stains, burns, or not following the care instructions is not covered.
Refund process
Once your approved return is received and inspected, we will contact you by email to confirm that the item has been received.
We will then notify you whether the refund has been approved or rejected, depending on the condition of the item and the reason for return.
If your refund is approved, it will be processed through the original payment method where possible.
Please allow a few business days for the refund to appear, as processing times may vary depending on your bank or payment provider.
Late or missing refunds
If your refund has been approved but you have not received it yet, please first check your bank account again.
Then contact your bank or payment provider, as refunds may take some time to be officially processed and posted.
If you have done this and still have not received your refund, please contact us at:
Change of mind
Because many Lumbro pieces are handmade, made to order or customised, we do not offer refunds or returns for change of mind once production has begun.
This includes changes relating to colour preference, size preference, styling preference, placement in the home, or personal expectations that were not agreed before production.
Sale items
Sale, discounted and promotional items are final sale and cannot be returned for change of mind.
If your item arrives with a proven technical fault, please contact us so we can assess repair, replacement or refund options in line with New Zealand consumer law.
Small handmade variations in size, texture, density, colour, line shape, edges or finish are not considered faults.
Non-returnable items
For health, safety or practical reasons, we do not accept returns of intimate or sanitary goods, hazardous materials, flammable items, gift cards or digital products.
Lumbro Studio does not currently sell these product types, but this policy may apply if our product range changes in the future.
Return shipping
If a return is approved, the return address and process will be confirmed by email. Customers should not send products back before receiving return instructions from Lumbro Studio.
Shipping costs are non-refundable, unless the return relates to a confirmed technical fault or another situation required under New Zealand consumer law.
If the return is not related to a confirmed technical fault, the customer will be responsible for return shipping costs.
If a refund is approved, return shipping costs may be deducted from the refund where applicable.
Delivery times for repaired, replaced or exchanged items may vary depending on your location, courier availability, and the nature of the repair or replacement.
For higher-value items, we recommend using a trackable shipping service or purchasing shipping insurance. Lumbro Studio cannot guarantee that we will receive returned items if they are sent without tracking.
Before sending any item back, please contact us at info@lumbrostudio.com with your order number, photos if relevant, and a short description of the issue.
Use of product photos and promotional material
Lumbro Studio may photograph, film or document finished products for portfolio, website, social media, marketing and promotional purposes.
This includes Lumbro original designs and custom-made physical products produced by the studio.
Personal reference photos provided by customers will not be made public or used for commercial purposes without prior permission.
However, photos or videos of the final handmade product may be used by Lumbro Studio for brand, portfolio and promotional purposes.
Intellectual property and custom designs
Lumbro Studio retains the right to document and promote the handmade product created by the studio.
For custom work based on customer-provided images, logos, illustrations or references, the customer confirms they have the right to use or provide that material for production.
The customer remains responsible for ensuring that any uploaded image, logo or artwork does not infringe third-party rights.
Contact
For questions about orders, refunds, returns or product care, please contact: