Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Every LACUM® product is made to order in Jaipur.
- Making: 2–3 working days after we have your name, photo, date or message
- Delivery: 1–2 days in Jaipur, 3–7 days to most other cities in India
Most orders reach you in about 5–10 days.
Festival rush, remote pin codes, or Amazon orders may follow a different timeline — the date at checkout or our dispatch message is the one to follow. Need it for a fixed date? Message us with the pin code before you order.
On lacum.in, click Sign up (or My Account), then enter your name, email and a password. Confirm the email if we send one — that’s it.
An account is optional. You can also checkout as a guest. Creating an account just makes it easier to track orders and save your details for next time.
Shopping on Amazon? Use your Amazon account. We don’t need a separate LACUM login for those orders.
If your order is not yet dispatched:
- Ordered on lacum.in: log in, open My Account → Orders, and send us the new address. Or message us with your order number and the updated address.
- Ordered on Amazon: change the address in Your Orders on Amazon, or contact Amazon support.
Once the parcel has left our workshop, we cannot change the address. In that case, wait for delivery or ask the courier to hold/redirect it using your tracking number.
Please check the address before you pay — personalized items are made to order and packed for that destination.
- Ordered on lacum.in: log in, go to My Account → Orders, and open your order. After dispatch, a tracking link will also be sent to your email / WhatsApp.
- Ordered on Amazon: track it under Your Orders on Amazon.
No update yet? Making usually takes 2–4 working days. Tracking appears once the parcel leaves our Jaipur workshop.
Still stuck? Share your order number with us and we’ll check it for you.
No. LACUM® does not store your full card details.
Payment is handled by a secure payment gateway (or by Amazon, if you ordered there). We only receive confirmation that the payment succeeded — not your card number, CVV or PIN.
We never ask for card details over WhatsApp, email or phone. If someone claiming to be LACUM does, do not share them and contact us on our official channels.
We charge GST, as required in India — not a separate “sales tax.”
The tax amount is shown at checkout before you pay. On Amazon, GST is included in the price and listed in your order summary.
GST is added as per the product and current government rates. We do not add any extra tax of our own.
We ship across India from our workshop in Jaipur.
International orders are not available on every product. If you are outside India, message us with your country and the item you want — we will tell you if we can ship it and what it would cost.
Amazon orders follow Amazon’s delivery area for that listing. If Amazon shows a delivery date for your pin code or country, we can ship there.
Usually yes. Items from the same order are packed together whenever we can.
They may go in more than one parcel if:
- the order is large or bulky
- items are ready at different times
- something is added after the first dispatch
If we split a shipment, we will share tracking for each parcel.
If you need to swap an item
Returns and Exchanges
We accept returns on non-customized / non-personalized items within 7 days of delivery, if:
- The item is unused, unwashed, and in the same condition you received it
- Original packaging, tags, and any accessories are intact
- You have the order number / invoice
Contact us within 48 hours of delivery and share:
- Your order number
- What you ordered and what you received
- Photos of the item, any packing slip, and the outer package
WhatsApp / call: +91 79765 13586
Or write to us through the contact form on lacum.in.
If we sent the wrong item, you can choose a free replacement or a full refund. Return shipping is on us. Please keep the item unused and in its original packaging until we confirm pickup or the return address.
This applies even to personalized gifts when the mistake is ours (wrong product or wrong customisation).
After we confirm the return, replacements are dispatched as soon as possible and refunds are sent to your original payment method, typically within 5–7 business days of approval.
Please contact us within 48 hours of delivery with:
- Your order number
- A short description of the damage
- Photos of the damaged item, the inner packing, and the outer carton
WhatsApp / call: +91 79765 13586
Or use the contact form on lacum.in.
You don’t need to mail it yourself.
Once we approve your return, LACUM will arrange the return pickup / shipment. We’ll share the pickup slot, courier details, and any packing instructions on WhatsApp or by call.
Until then, please:
- Keep the item unused and in its original packaging
- Do not send the parcel on your own
- Have the order number ready
WhatsApp / call +91 79765 13586 or use the contact form on lacum.in to request a return. After approval, our team initiates the reverse shipment.
Return pickup is free if we sent the wrong item or it arrived damaged. For approved change-of-mind returns on non-personalized items, we’ll tell you if any charge applies before we book the pickup.
We’re happy to help with orders, customisation, shipping, and returns.
Fastest way
WhatsApp +91 79765 13586
Also available
Contact form on lacum.in
Please keep your order number handy if your question is about an existing order.
Typical queries we handle: order status, address changes (before dispatch), personalisation details, damaged or wrong items, and return pickup.
We aim to respond during business hours the same day. For urgent delivery or damage issues, WhatsApp is the quickest channel.
Contact us immediately on WhatsApp or call +91 79765 13586 with your order number and the correct address.
- If the order has not been dispatched: we will update the address and confirm it with you.
- If the order is already in transit: we cannot change the address with the courier. We’ll help you track the shipment and advise the next step (redelivery, pickup from the local hub, or a return-and-reship if the parcel comes back to us). Extra shipping charges may apply if we have to send it again.
Always double-check name, phone number, house/flat, landmark, city, and PIN code at checkout. We cannot be responsible for delays or loss if the address given at checkout is incomplete or incorrect and the order has already shipped.
Contact us as soon as possible on WhatsApp or call +91 79765 13586 with your order number.
- Before dispatch: we can usually update or cancel the order. Cancelled orders are refunded in full.
- Personalized items: once production has started, changes or cancellations are generally not possible.
- After dispatch: the order can’t be cancelled. Eligible non-personalized items can be returned under our 7-day policy. Wrong or damaged items get a free return pickup.
We’ll confirm on WhatsApp once the change or cancellation is done.
Yes. WhatsApp +91 79765 13586 with the product name, quantity, and your shipping details.
We’ll confirm the price, expected dispatch date, and payment. Your pre-order is booked once payment is received.
If the item is delayed or can’t be fulfilled, we’ll offer a refund or an alternative before shipping.