Terms & Conditions

Last updated: 11 October 2026

Thank you for visiting Lumengin. We’re a small company based in Shrewsbury, England, and everything we sell is handmade by us in small quantities. These terms explain how buying from us works: ordering, paying, postage, returns and what happens if something goes wrong. We’ve tried to keep them short and in plain English. Please read them before you place an order. If anything is unclear, just get in touch – we’re happy to help.

Key points (the 30-second version)

Who we are: Lumengin Ltd, a small company in Shrewsbury, England. Contact us at sales@lumengin.co.uk.
Handmade means unique: our bags and keyrings are made by hand from natural leather, so grain and colour vary from piece to piece, and colours may look slightly different on your screen. That’s part of their character, not a fault.
UK only: we currently deliver to UK addresses only. For international orders, please contact us at sales@lumengin.co.uk.
Postage: items priced £20 or under (such as keyrings) may go by Royal Mail untracked Large Letter: 2nd class £2.95 (up to 3 working days) or 1st class £3.95 (usually next working day), on orders under £50 with no bag. A single item at £20 or under is not tracked or signed for. Anything over £20 goes by Royal Mail tracked service, and bags go by Royal Mail Tracked 48 (signed for). Every order of £50 or more, and every order with a bag, is sent free by Royal Mail Tracked 48 (signed for), usually 2 to 3 working days after dispatch – including any keyrings in the same order. Delivery times are estimates.
Changed your mind? You have 14 days from receiving your order to tell us you want to cancel, and then a further 14 days to send it back. Items must be unused and in their original condition.
Made-to-order colours are made specially for you, so they can’t be returned just because you’ve changed your mind (unless they’re faulty).
Something wrong? If an item is faulty, your legal rights under the Consumer Rights Act 2015 apply and we’ll put it right. Nothing in these terms affects your statutory rights.

1. About us

lumengin.com is run by Lumengin Ltd, a company registered in England and Wales.

Company number: 15889078
Registered office: 21 Hunter Street, Shrewsbury, Shropshire, SY3 8QN
Based in: Shrewsbury, England
Email: sales@lumengin.co.uk

When these terms say “we”, “us” or “our”, they mean Lumengin Ltd. “You” means the person buying from us.

These terms apply to anyone buying from lumengin.com as a consumer – that is, for personal use rather than for a business.

2. Our products

We sell:

Handmade leather bags, including hobo and cross-body styles. Prices are typically from £150 to £180 and above.
£1 coin holder keyrings, priced from £15 to £20. Each keyring measures approximately 85 × 41 × 12 mm and weighs about 20 g.

Every piece is handmade. We make our products in small batches, and for many of our bags there is only one in stock. Once it’s gone, it’s gone – although we may be able to make another.

Natural leather varies. Leather is a natural material, so the grain, texture, markings and colour will vary from one item to the next, and may differ a little from the photos. We photograph our products as accurately as we can, but screens display colours differently, so the colour you see may not exactly match the item you receive. These natural variations are part of what makes each piece unique and are not a fault.

Measurements are approximate, as each item is shaped by hand.

3. Made-to-order items

Some product pages say “Other colours can be made to order”. If you’d like a product in a different colour, please contact us at sales@lumengin.co.uk (or follow the instructions on the product page) and we’ll talk it through with you.

Made-to-order items are made especially for you. The lead time depends on our workload at the time, so we’ll agree an estimated completion date with you when you place your order.
Made-to-order items are paid for in full, up front, at the time of order.
Because made-to-order items are made to your specification, they cannot be returned simply because you’ve changed your mind (see section 7). This does not affect your rights if the item is faulty or not as described.

4. Ordering and our contract with you

When you place an order, you’ll receive an email acknowledging it. This acknowledgement does not mean we have accepted your order.
The contract between us is formed when we email you to confirm that your order has been dispatched (or, for made-to-order items, when we email to confirm we’ve accepted your order).
If an item is unavailable: because our products are handmade in very small numbers, occasionally an item may sell out before we can process your order. If that happens, we’ll let you know as soon as possible, cancel that item and give you a full refund for it (including any postage you paid for it). We may offer to make another one for you instead, but only if you’d like us to.
Pricing errors: we work hard to make sure our prices are correct. If we discover that we’ve made an error in the price of an item you’ve ordered, we’ll contact you before we accept your order to ask whether you’d like to continue at the correct price or cancel. If the error was obvious and could reasonably have been recognised by you as a mistake, we don’t have to supply the item at the incorrect price, even after dispatch – in that case we’ll give you a full refund.
We may also refuse or cancel an order if we can’t deliver to your address or if we reasonably suspect fraud. If we do, we’ll give you a full refund of anything you’ve paid.
Guest checkout or an account – your choice: you can check out as a guest or create an account with us. If you create an account, please keep your password safe and don’t share it, and let us know straight away if you think someone else has used it. You can ask us to close your account at any time by emailing sales@lumengin.co.uk. We may suspend or close an account if it’s misused (for example, for fraud). Our Privacy Policy explains how we look after your account details.

5. Prices and payment

All prices are shown in pounds sterling (GBP).
Postage charges are shown separately at checkout before you pay.
VAT: Lumengin Ltd is not VAT registered. Our prices don’t include VAT, and no VAT is added at checkout – the price you see is the price you pay (plus any postage).
Payment: you can pay using the payment methods shown at checkout. Payments are taken when you place your order and are processed securely by Stripe; we never see or store your card details.

6. Postage and delivery

We currently deliver to UK addresses only. If you’d like to order from outside the UK, please contact us at sales@lumengin.co.uk.

Postage options

How we send your order depends on what’s in it.

Items priced £20 or under (such as our keyrings) may be sent by Royal Mail as an untracked Large Letter. They are not tracked and not signed for, whichever option you choose – this includes an order for a single item at £20 or under. This applies to orders under £50 with no bag. Any item priced over £20 is sent by a Royal Mail tracked service, never as an untracked letter. Bags are sent by Royal Mail Tracked 48 (signed for).

What’s in your order	How we send it	Cost	Tracked and signed for?	Usually arrives
Any order with a bag (including any keyrings in the same order), and any order of £50 or more	Royal Mail Tracked 48 (signed for)	Free	Yes	2 to 3 working days after dispatch
Items £20 or under only (such as keyrings), order under £50	Royal Mail 2nd class Large Letter	£2.95	No	Up to 3 working days after dispatch
Items £20 or under only (such as keyrings), order under £50	Royal Mail 1st class Large Letter	£3.95	No	Usually next working day after dispatch

Bags, and all orders of £50 or more, are sent by Royal Mail Tracked 48 (signed for), free of charge to UK addresses.

Bags are usually dispatched within 2 working days of your order.
A signature is needed on delivery, so please make sure someone will be in to receive it. If no one is available, Royal Mail will usually leave a card explaining how to arrange redelivery or collect your parcel from your local delivery office.

Orders with more than one item: if your order includes a bag, or the order total is £50 or more, the whole order (including any keyrings) is sent together, free, by Royal Mail Tracked 48 (signed for). Orders under £50 made up only of items priced £20 or under are sent by untracked Large Letter as above.

Dispatch times

Items that are in stock are usually dispatched within 2 working days of your order.
Made-to-order items are dispatched once they’re ready – see section 3.

Working days are Monday to Friday, excluding UK bank holidays.

Delivery times are estimates

The delivery times above are Royal Mail’s estimates, not guarantees. Occasionally delays happen that are outside our control, such as postal disruption or bad weather. If we expect a significant delay, we’ll let you know.

When your order belongs to you

Your order becomes your responsibility (the “risk” passes to you) when it is delivered to you, or to someone you’ve nominated to receive it. Ownership passes to you once we’ve received full payment.

If your order hasn’t arrived

Untracked orders (items £20 or under, order under £50): please contact us if your order hasn’t arrived 10 working days after its expected delivery date. That means:

2nd class: expected within 3 working days of posting, so please contact us if it hasn’t arrived 13 working days after we post it.
1st class: usually expected the next working day, so please contact us if it hasn’t arrived 11 working days after we post it.

This is when Royal Mail treats an item as lost and when we can open a claim with them, so items often turn up before then – thank you for your patience.

Tracked orders (bags, items over £20, and orders of £50 or more): you can follow your parcel using the tracking details we send you. Please contact us if:

the tracking hasn’t shown it as delivered by the end of the expected delivery window (usually 2 to 3 working days after dispatch); or
the tracking shows it as delivered but you haven’t received it.

We’ll look into it with Royal Mail straight away. Royal Mail’s same rule applies to claims – it treats an item as lost 10 working days after its expected delivery date – so we may need to wait until then before we can confirm it’s lost.

If your order has been lost in the post, we’ll send a replacement (if available) or give you a full refund.

Please make sure your delivery address is correct when you order. If a parcel is returned to us because of an incorrect or incomplete address, we’ll contact you to arrange re-delivery, which may incur a further postage charge.

7. Your right to change your mind (cancellation and returns)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, when you buy online you have the right to cancel your order without giving a reason.

How long you have: you can cancel at any time from placing your order until 14 days after the day you (or someone you nominate) receive the goods. If your order arrives in more than one delivery, the 14 days run from the day you receive the last item.
How to cancel: let us know clearly by emailing sales@lumengin.co.uk. You can use the model cancellation form at the end of these terms, but you don’t have to – a clear email is fine.
Sending the item back: once you’ve told us you’re cancelling, you have a further 14 days to send the item back to us at 21 Hunter Street, Shrewsbury, Shropshire, SY3 8QN. We recommend using a tracked, insured service and keeping proof of postage, as the item is your responsibility until it reaches us.
Return postage: you’ll need to pay the cost of returning the item to us, unless it is faulty or not as described (in which case we’ll pay – see section 8).
Condition of returns: please return items unused and in their original condition, with any packaging and tags. You’re welcome to handle and look at the item as you would in a shop, but please don’t use it. If an item has been used or handled more than is needed to examine it, and its value has gone down as a result, we may reduce your refund to reflect that loss in value.
Refunds: we’ll refund you within 14 days of receiving the returned item (or within 14 days of you providing evidence that you’ve sent it back, if that’s sooner). The refund includes the price of the item and the standard delivery cost you originally paid (if you chose a more expensive postage option, such as 1st class, we only have to refund the cost of our cheapest standard option). Refunds are made to your original payment method.

Items that can’t be returned for a change of mind

The right to cancel does not apply to goods made to your specifications or clearly personalised. This means made-to-order items in custom colours cannot be returned unless they are faulty or not as described.

8. Faulty or damaged items

We take a lot of care over every piece, but if something isn’t right, please tell us as soon as possible at sales@lumengin.co.uk, ideally with a photo.

Your rights under the Consumer Rights Act 2015 are not affected by these terms. In summary, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

Up to 30 days: if your item is faulty, you can reject it and get a full refund (the “short-term right to reject”).
Up to 6 months: if a fault appears within 6 months of delivery, we’ll offer a repair or replacement. If that doesn’t work or isn’t possible, you’re entitled to a refund or price reduction.
After 6 months: you may still be entitled to a repair, replacement or refund, but you may need to show that the fault was there when the item was delivered.

If an item is faulty, we’ll cover the reasonable cost of returning it to us. Made-to-order items are covered by these rights in exactly the same way.

Natural variations in leather grain, colour and markings (see section 2), and normal wear and tear, are not faults. Damage caused by accidents, misuse or not following the care guidance below is not covered.

This is a summary of your rights. For more information, visit Citizens Advice (citizensadvice.org.uk). Nothing in these terms limits or affects your statutory rights.

9. Caring for your leather

Good leather gets better with age. To keep yours looking its best:

Keep it away from prolonged direct sunlight and direct heat, such as radiators, which can fade or dry the leather.
If it gets wet, blot it gently with a soft, dry cloth and let it dry naturally at room temperature – never use a hairdryer.
Wipe off marks with a soft, slightly damp cloth. Avoid harsh cleaning products and solvents.
Treat it occasionally with a good-quality leather conditioner (test on a small, hidden area first).
Store your bag stuffed with paper to keep its shape, in a breathable dust bag rather than plastic.

Over time, natural leather will develop a patina and soften – that’s all part of its charm.

10. Our responsibility to you

If we fail to keep to these terms, we’re responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We’re not responsible for loss or damage that isn’t foreseeable.
We don’t exclude or limit our liability where it would be unlawful to do so – for example, for death or personal injury caused by our negligence, for fraud, or for breaching your legal rights as a consumer.
Our products are for personal and household use. We’re not responsible for any business losses (such as loss of profit or business opportunity).
We’re not responsible for delays or failures caused by events outside our reasonable control, but we’ll let you know and do what we can to minimise the effect.

11. Privacy and cookies

We care about your privacy. We only use your personal information (such as your name, address, email and order details) to process your order, deliver it, communicate with you about it and meet our legal obligations, in line with UK GDPR and the Data Protection Act 2018. We’ll never sell your information.

Our website uses cookies to work properly (for example, to remember what’s in your basket). For full details of how we collect, use and protect your information, your rights (including the right to access your data and ask us to correct or delete it), and how we use cookies, please see our Privacy Policy.

12. Other important terms

Website content: all photos, text and designs on lumengin.com belong to us. Please don’t copy or use them without our permission.
Changes to these terms: we may update these terms from time to time. The terms that apply to your order are the ones on the website when you placed it.
Transferring rights: we may transfer our rights and obligations under these terms to another organisation; we’ll tell you if this happens, and it won’t affect your rights.
If part of these terms isn’t valid: the rest of the terms will still apply.
Delays in enforcing: if we don’t insist straight away that you do something you’re required to do, it doesn’t mean we can’t insist later.

13. Law and disputes

These terms are governed by the law of England and Wales. If you live in England or Wales, you can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can bring legal proceedings in either the courts of your home country or the courts of England and Wales.

If you have a problem, please contact us first at sales@lumengin.co.uk – we’ll always do our best to sort things out quickly and fairly.

Model cancellation form

(Complete and return this form only if you want to cancel your order. An email saying the same thing is fine too.)

To: Lumengin Ltd, 21 Hunter Street, Shrewsbury, Shropshire, SY3 8QN, sales@lumengin.co.uk

I hereby give notice that I cancel my contract of sale of the following goods:

Order number:
Item(s):
Ordered on / received on:
Your name:
Your address:
Signature (only if sending this form on paper):
Date: