Our promise
This page is the contract — written in plain English, with numbers, before you place an order.
Response time
- First reply to an inquiry: within 24 hours on business days
- Written quote with specs: within 48 hours
- During Christmas cut-off (after August 15), responses prioritized for confirmed bookings
Sampling
| Sample type | Lead time | Fee | If we miss the deadline |
|---|---|---|---|
| Standard | 5–7 working days | $25 per design | We refund the sample fee |
| Rush | 3 working days | +50% rush fee | We refund the rush portion + the sample |
| Complex custom | 7–14 working days | Quoted up front | Replacement sample, no charge |
Sample fees are credited back in full when you place a bulk order with the matching design. International courier for samples is billed at actual cost.
Minimum order quantity
- Standard SKUs: 20 pieces per design — priced at the listed unit price
- Bulk tier: 300+ pieces per design — at the listed bulk price (every product page shows both)
- Custom-designed orders: 300 pieces per design
Production lead time
| Order size | Lead time (from PI confirmation) |
|---|---|
| 20–300 | 10–14 working days |
| 300–1,000 | 15–21 working days |
| 1,000+ | Negotiated; we'll be honest about whether your timeline is doable |
If we miss the lead time by more than three working days for reasons within our control, we credit 5% of the order value.
Quality and tolerance
We inspect every batch at AQL 2.5 (50-unit sample, batch fails if major defects exceed 3).
Published tolerances on every order:
| Dimension | Tolerance | If exceeded |
|---|---|---|
| Flower count per wreath | ±5% | Free replacement of missing pieces |
| Overall diameter | ±2 cm | Free replacement or rework |
| Color variance (ΔE) | ≤ 3 | Photo review; arbitration via third-party if disputed |
| Single-unit defect rate (per batch) | ≤ 3% | We absorb cost, send replacements |
| Single-unit defect rate (per batch) | > 3% | Full batch exchange |
We video-record finished orders before packing. Every box includes a photo log for dispute reference.
Complimentary spares
Every order includes an additional 2% in complimentary spare units at no extra cost, intended for in-transit damage replacement at your end. These are real units identical to the order — not seconds.
Logistics
- Two contracted freight forwarders (primary + backup) to avoid single-point failure
- Standard ocean freight: 30–45 days door-to-door
- Express air: 5–7 days door-to-door (+30% on freight)
- Cargo insurance (0.3–0.5% of CIF) automatic on every shipment
- 2026 Christmas wholesale cut-off: August 31 for guaranteed November delivery
Insurance
- Cargo insurance: in place from day one, automatic on every shipment
- Export credit insurance (Sinosure): in process for late 2026
- Product liability insurance: planned for 2027
Dispute resolution
Disputes resolved under Singapore International Arbitration Centre (SIAC) rules, applying Singapore law. Buyer-friendly, internationally recognized, and faster than litigation. Specified in every purchase contract.
What this page commits us to
If we publish a number, we expect to be held to it. If you experience a deviation, write to sales@lumenvesta.com with the order number and we'll respond within 24 hours with a remedy under one of the clauses above.