Terms of service

Last updated: October 16, 2026

These Terms of Service apply to your use of the Lua & Co online store and purchases made through it. In these terms, “we,” “our,” and “us” mean Lua & Co. Please read these terms before placing an order. By using our store or placing an order, you agree to these terms to the extent permitted by applicable law. Nothing in these terms limits consumer rights that cannot legally be excluded.

1. Custom and Personalized Products

Our personalized products are made to order using the text, materials, sizes, colors, and other options you select. Please check all spelling, names, initials, dates, quantities, and product choices before completing checkout.

If we make a product exactly as ordered, a mistake in the details you submitted does not normally qualify for a free replacement or refund. This does not affect your rights if we make an error, the product is faulty, or it does not match the agreed description.

Product photographs are illustrative. Screen settings and natural material characteristics can affect appearance, but products must still match their description and meet applicable quality requirements.

If you submit artwork, a logo, or another design, you confirm that you have permission to use it and allow us to reproduce it for the purpose of fulfilling your order.

2. Order Processing, Changes, and Cancellations

We aim to process orders within 24 hours unless a different production timeframe is stated for the product or agreed with you before purchase. Processing time is separate from shipping transit time and does not mean delivery within 24 hours.

Production may begin shortly after an order is placed. If you need a change or cancellation, contact hello@shop-lua.com as soon as possible. Once production has started, we may be unable to accommodate discretionary changes or cancellations. This does not remove cancellation or refund rights required by applicable law.

If we cannot meet an applicable promised shipment timeframe, we will notify you and provide any delay-consent, cancellation, and refund options required by law.

3. Shipping and Delivery

Shipping options and charges are displayed at checkout. Please provide a complete and accurate delivery address and allow sufficient time before your event.

Delivery estimates depend on the service selected and destination. Carrier or customs delays may affect arrival dates. Any delivery guarantee must be expressly stated; otherwise, an estimate is not a guaranteed event-arrival date. This does not affect our obligations under applicable law or any specific delivery commitment we make.

If an address is incorrect or incomplete, contact us immediately. We may be unable to change it after dispatch. Any additional delivery or replacement charges resulting from customer-provided address errors will be explained before you agree to them.

If your parcel is delayed, missing, or damaged in transit, contact us so we can investigate and help resolve the issue. We do not exclude responsibilities or remedies that applicable law places on us as the seller.

4. Returns, Exchanges, and Product Problems

Because personalized and custom-made products are created specifically for you, we do not accept change-of-mind returns or exchanges for those items, except where required by applicable law. Any non-personalized products are subject to the return terms stated for those products and applicable law.

If an item arrives damaged, defective, incorrectly made, or not as described, contact hello@shop-lua.com with your order number and a description of the problem. Photographs of the item and packaging can help us investigate.

We will assess the issue and provide an appropriate remedy, such as a repair, replacement, or refund, in accordance with applicable law. This custom-product return restriction does not limit your statutory rights.

5. Product Use and Care

Use products only for their intended purpose and follow the care, installation, and safety instructions provided with the item or on its product page.

Cake toppers and similar decorations are not edible and are not toys. Handle delicate pieces carefully, keep sharp or small parts away from children, and keep decorations away from open flames, excessive heat, and moisture unless the product instructions state otherwise. Follow product-specific instructions for food or beverage contact, cleaning, and reuse.

6. Intellectual Property

Our original designs, photographs, text, branding, and other website content belong to Lua & Co or their respective rights holders. Except as permitted by law or with the rights holder’s permission, they may not be copied, reproduced, distributed, or commercially used.

Submitting artwork for an order does not transfer ownership of that artwork to us. You grant us permission to use it as necessary to create and fulfill your order. These terms do not grant us permission to publish your submitted artwork for marketing.

7. Liability and Consumer Rights

To the extent permitted by applicable law, Lua & Co is not responsible for losses caused by using a product contrary to its instructions or intended purpose, except to the extent that we are legally responsible for those losses.

To the extent permitted by applicable law, we exclude liability for indirect or consequential losses and losses of business or profit arising from use of our website or products. These exclusions do not apply where prohibited by law.

Nothing in these terms excludes or limits liability for fraud, death or personal injury caused by negligence where that liability cannot be excluded, defective-product liability that cannot legally be excluded, or any other non-excludable liability. Your mandatory consumer rights remain unaffected.

8. Privacy and Changes to These Terms

Our Privacy Policy explains how we handle personal information when you shop with us or contact us.

We may update these terms to reflect changes in our products, services, or legal requirements. Updated terms will be posted here with a revised “Last updated” date. Changes will apply prospectively and will not retrospectively change an existing order without a lawful basis or your agreement. We will provide any additional notice required by law.

9. Contact Us

For questions about these terms or help with an order, contact:

Lua & Co
Email: hello@shop-lua.com

For the fastest way to get in touch, use the chat bubble at the bottom of our website. Please include your order number when asking about an existing purchase.