FAQ

Effective Date: August 30, 2026

What kinds of gifts can I find at Presentlumi?

Presentlumi keeps an ever-changing selection of gift items, arranged by occasion rather than by a single category. Depending on stock and the season, you may find:

- Birthday and anniversary gifts, including keepsakes and curated sets;
- Housewarming presents and new-home tokens;
- Wedding favours and engagement keepsakes;
- Graduation gifts and milestone mementos;
- Seasonal items for year-end holidays, Valentine's Day, Mother's Day, and Father's Day; and
- Thank-you and just-because pieces.

In practical terms, that covers gift sets and bundles, keepsake boxes, scented candles, mugs and drinkware, photo frames, engraved and monogrammed items, stationery and journals, plush and soft goods, and gift wrap and message cards. Materials, designs, package contents, and options can differ by item and season, so please check the product page for the latest details.

How do I choose a gift when I am unsure what the recipient likes?

This is exactly why we organise the store around occasions. The occasion often says more about the right gift than a product category does. A housewarming present should feel welcoming, a thank-you token should feel sincere, and a milestone gift should feel earned.

If you are still unsure, product pages list dimensions, materials, and package contents. Our support team can also suggest a few options once you share the occasion, who the recipient is, and your budget.

May I include a message card with my order?

Yes. Many gifts can be sent with a message card, so the recipient knows who sent it and why. You can add your note where the option appears on the product page or during checkout.

Remember that a card is part of the gift and deserves careful wording. If the message card is personalised, the same rules that apply to other personalised products apply to it. If you are not sure whether a particular order can include a card, ask us before checkout and we will confirm.

Will the package reveal how much I paid?

No. We do not put an invoice or price sheet inside the package, so a gift sent straight to the recipient will not reveal what you paid. The recipient will see the item, the packaging, and any message card you include.

If you order several items and only some are gifts, please note that in the order comments so we can package them appropriately.

Can I send an order directly to the recipient?

Yes. At checkout, you can enter the recipient's address as the delivery address while keeping your own details for billing. This is the usual way to send a gift directly.

Please double-check the recipient's name, street, unit number, city, state or province, and postal code before submitting the order. Once an order has entered processing or has been dispatched, we cannot guarantee that the address can be changed. If you need help filling in the address fields for a gift order, contact us and we will assist.

How long does order preparation take?

Most in-stock orders are prepared within 2–7 business days. Weekends and public holidays are not business days.

Personalised, engraved, monogrammed, or made-to-order items may need extra preparation time where stated on the product page. Preparation can also take longer during peak gifting periods, public holidays, inventory checks, or additional quality-control steps.

How long does delivery usually take?

Estimated transit times after dispatch are:

- United States: 7–20 business days;
- Canada: 10–30 business days; and
- Mexico: 20–30 business days.

Preparation time and transit time are separate. Including the standard 2–7 business day preparation period, approximate total delivery times are:

- United States: 9–27 business days;
- Canada: 12–37 business days; and
- Mexico: 22–37 business days.

These estimates are not guarantees. Customs processing, carrier disruption, severe weather, public holidays, remote destinations, and other circumstances outside our reasonable control may cause delays.

What are the shipping charges?

Orders of US$50 or more qualify for free standard shipping.

For orders below US$50, standard shipping charges are:

- United States: US$7.00;
- Canada: US$8.00; and
- Mexico: US$12.00.

The applicable charge is shown at checkout before payment is completed.

How do I track my order?

After your order is dispatched, we will send available tracking information to the email address provided at checkout. You may also sign in to your account and review the order section for updates.

Why has my tracking information not updated?

Tracking activity may take several business days to appear after dispatch. Updates may also pause while a package moves between carrier facilities, undergoes customs processing, or transfers to a local delivery provider.

If tracking has not changed for an extended period, contact us with your order number and tracking information. We will review what is available and, where appropriate, request an investigation with the carrier.

Will everything arrive in one package?

Items from the same order may be shipped in separate parcels depending on availability, fulfillment arrangements, and delivery requirements.

If that happens, you may receive more than one tracking number, and the parcels may arrive on different dates.

What should I do if tracking says delivered but the package is missing?

Please first:

- Check the doorstep, mailbox, reception area, parcel locker, and other safe delivery spots;
- Ask household members, neighbors, or building management;
- Check for a carrier delivery notice; and
- Contact the carrier using the tracking number.

If the package still cannot be located, contact us with your order number. We will review the available information and help initiate an appropriate investigation.

Can I modify or cancel an order?

If you need to correct an address, change a gift selection, adjust personalisation, or request a cancellation, contact us as soon as possible at service@presentlumi.com.

Please include your order number and clearly describe the requested change. We will make reasonable efforts to help. However, once an order has entered processing, production, or shipment, we cannot guarantee that it can be changed or canceled.

Can a gift be returned?

You may request a return for an eligible product within 30 days after delivery.

Please contact us before sending anything back. If your request is approved, we will provide the applicable return address and instructions by email. Products sent without prior authorization or to an incorrect address may be refused, delayed, lost, or returned to the sender. Complete conditions are set out in our Returns and Cancellation Policy.

Are personalised or customised items returnable?

Personalised, engraved, monogrammed, and otherwise made-to-order items are generally not eligible for a change-of-heart return. This reflects the nature of such items and is consistent with ordinary industry practice, because a name or design made for one person cannot reasonably be offered to the next customer.

This restriction does not affect your rights where an item arrives damaged, defective, incorrectly produced, incomplete, or materially different from the order you confirmed. In those cases, contact us and we will make it right.

What should the recipient do to return a gift?

A recipient may request a return within the same 30-day period. Because the recipient may not have paid for the order, we may ask for the order number or a reference so we can locate it.

Please ask the recipient to contact us before sending anything back, so we can provide the correct return address and instructions. Return eligibility and any refund conditions are the same as for the original customer.

Who covers return shipping?

For an approved change-of-heart return, the customer is responsible for return shipping costs.

If a product is confirmed to be damaged, defective, incorrect, or incomplete because of our error or our fulfillment partner's error, we will cover the authorized replacement or return shipping costs.

Presentlumi does not charge a restocking fee.

How are exchanges handled?

Exchanges are subject to product availability.

For an ordinary change-of-heart exchange, the original product must normally be returned and inspected before a replacement is processed. The customer is responsible for the applicable return shipping and new shipping costs.

For a confirmed damaged, defective, incorrect, or incomplete product, we will provide an appropriate remedy and cover authorized exchange-related shipping costs. If the requested replacement is unavailable, we may issue an eligible refund and invite you to place a new order.

What if my item arrives damaged, faulty, wrong, or incomplete?

- Your order number;
- A clear description of the issue;
- Photographs or a short video showing the product and the problem;
- Photographs of the shipping label and outer packaging where relevant; and
- Confirmation of your delivery address.

After reviewing the information, we will provide an appropriate solution. Depending on the circumstances and availability, this may include sending a missing piece, providing a replacement, arranging an exchange, or issuing a refund for the affected product.

If the problem is confirmed to have resulted from our error or our fulfillment partner's error, we will cover authorized replacement or return shipping costs.

What does an approved refund cover?

An approved refund covers the purchase price actually paid for the eligible returned product, after any discounts applied to the order.

Original shipping charges are refunded only where the return results from our confirmed error or where applicable law requires otherwise. Original shipping charges are not refunded for a change-of-heart return.

Customs duties, import taxes, brokerage charges, and other amounts paid directly to third parties generally cannot be refunded by Presentlumi.

Approved refunds are normally issued to the original payment method within 5–10 business days after approval. Your bank, card issuer, or payment provider may require additional processing time.

Will I owe customs duties or import taxes?

Orders shipped to Canada or Mexico may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country, customs authority, or carrier.

Unless expressly stated as included at checkout, these charges are the recipient's responsibility. We cannot declare a commercial order as a gift or provide inaccurate customs information.

What happens if I provide the wrong address or do not collect my package?

Contact us immediately if you notice an error in your delivery information. We cannot guarantee that an address can be changed after processing or shipment begins.

If a package is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect it, repeated unsuccessful delivery attempts, unpaid customs charges, or another customer-attributable reason:

- Refund eligibility will be assessed after the package is returned and inspected;
- Applicable return shipping, customs, and handling costs may be deducted from an eligible refund where permitted by law; and
- If redelivery is requested, the customer will be responsible for the applicable redelivery shipping charge.

Where should I send a return?

Do not send products to our registered business address or to an address printed on the original package unless our customer service team specifically instructs you to do so.

The appropriate return location may vary depending on the product, order, and customer location. If your return request is approved, we will provide the applicable return address and instructions by email.

How can I contact Presentlumi?

You can contact our customer service team at service@presentlumi.com.

Store Website: presentlumi.com

When contacting us about an existing order, please include your order number and the email address used during checkout.