Lumilos

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PLEASE READ BEFORE PROCEEDING CANCELLATION POLICY All appointments require a £50 deposit to secure the date/time. No appointment is booked until deposit has been received. We operate under a 48 hour cancellation policy. This means that if you cancel or reschedule your appointment with more than 48 hours notice, your deposit is refundable or transferable to another date. If you cancel or reschedule your appointment with less than 48 hours notice, your deposit is non-refundable and non-transferable to another date. We would require another £50 deposit to book a new appointment. If you have a gift voucher and you don’t adhere to the 48 hour cancellation policy, a £50 deposit will also be required to book another appointment. There are no exceptions to this. REASONABLE LATENESS POLICY We also operate a reasonable lateness policy. We allow 15 minutes to be late from your scheduled appointment time. If you are more than 15 minutes late we are unable to carry out your appointment and your deposit is non-refundable and non-transferable to another date. We would require another £50 deposit to book a new appointment. If you have a gift voucher and you don’t adhere to the reasonable lateness policy, a £50 deposit will also be required to book another appointment. There are no exceptions to this. We appreciate that many of our customers travel from all over the UK for an appointment with us. Traffic can be unpredictable so we ask that you plan to arrive in Dundee at least 1 or 2 hours before your appointment if coming from out of town. PAYMENTS All appointments require a £50 deposit which is either sent by BACS or credit/debit card link. The full balance is due on the day of the appointment. There are no exceptions to this. Cash is our preferred payment method but we also accept credit/debit card and Clearpay (subject to approval - please contact us in advance of your appointment to set this up). COLLECTION TIMES All of our life castings take approximately 12 months to complete. There are multiple stages of refining involved and from appointment to completion it is a lengthy process. We often work in bereavement and end of life circumstances, and these are very time sensitive. This makes our workload unpredictable. While we aim to achieve the 12 month turnover, this can fluctuate and can be significantly longer at times. We would politely only ask you to book an appointment with us if you are happy waiting an unknown amount of time for your casting. If you have asked us to have your cast ready in time for Christmas or another special occasion, we will try our very best, but this can’t be guaranteed, and we cannot accept responsibility if this deadline isn’t met. We know that our customers are so excited to see their finished sculptures, but by contacting us asking for updates, it gives us more admin time and in turn this pushes collection back even further. We would politely ask you to not contact us for updates. If we need to know anything about your cast, we will contact you, and we will always contact you when your casting is ready for collection. We thank you in advance for your patience and understanding, and for appreciating our work. If you book an appointment with us you are agreeing to the terms described above.