Shipping policy

SHIPPING POLICY

Thank you for shopping with LUMA. This Shipping Policy explains how we process, ship and deliver orders placed through www.luma.com.

By placing an order with us, you agree to the terms described in this Shipping Policy.

1. Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

Business days are Monday through Friday, excluding public holidays.

Orders placed after our daily processing cut-off, during weekends or on public holidays will begin processing on the next business day.

Processing time is separate from shipping and delivery time.

During product launches, promotional periods, holidays or periods of unusually high demand, processing may take an additional 2–5 business days.

You will receive a confirmation email after placing your order and a separate shipping confirmation email once your order has been dispatched.

2. Estimated Delivery Times

Estimated delivery times begin once an order has been processed and dispatched.

Our standard estimated delivery times are:

Destination	Estimated delivery time
United States	5–8 business days
Canada	5–8 business days
United Kingdom	5–8 business days
European Union	5–8 business days
Australia and New Zealand	8–10 business days
Other international destinations	10–20 business days

These timeframes are estimates and are not guaranteed delivery dates.

Remote locations, islands, military addresses and territories may require an additional 5–10 business days.

Delivery times may also be affected by customs inspections, local postal services, severe weather, carrier disruptions, public holidays or other circumstances outside our reasonable control.

Unless a different timeframe is clearly disclosed and agreed before purchase, we aim to deliver orders within 30 calendar days of order confirmation.

3. International Fulfilment

To provide international delivery and maintain product availability, LUMA works with trusted fulfilment partners and distribution centres in different regions.

Your order may be dispatched from a facility located outside your country.

The origin of a shipment does not affect your rights under our Refund Policy, statutory consumer protections or product warranty.

Packaging, shipping labels and carrier information may vary depending on the fulfilment centre used for your order.

4. Split Shipments

Products in the same order may occasionally be stored in different fulfilment centres.

As a result:

Your order may arrive in more than one package.
Packages may arrive on different dates.
Each package may have a different tracking number.
Receiving one package does not necessarily mean that the rest of the order is missing.

You will not be charged additional shipping fees solely because we divide an order into multiple shipments.

Please allow the remaining packages to arrive within the estimated delivery period before contacting us about missing items.

5. Shipping Costs

Shipping costs are displayed during checkout before you complete your purchase.

We may offer free standard shipping for certain destinations, products, order values or promotional periods.

Any free-shipping offer is subject to the conditions displayed on the website at the time of purchase.

Available shipping methods and prices may vary depending on:

Delivery destination.
Product availability.
Package dimensions and weight.
Current carrier rates.
Promotional offers.

The shipping amount displayed and accepted during checkout is the amount charged for your order, except where an obvious pricing or technical error has occurred.

6. Order Tracking

Once your order has been dispatched, we will send a shipping confirmation email containing your tracking information where tracking is available.

Tracking information may take 2–5 business days to become active after dispatch. During this period, the carrier may display messages such as:

“Tracking number not found.”
“Label created.”
“Shipment information received.”
“Awaiting carrier pickup.”
“Pre-transit.”

These messages do not necessarily indicate a problem with your shipment.

International tracking may not update at every stage of the journey. In some cases, tracking will update only when the parcel arrives in the destination country or is transferred to the local delivery carrier.

7. Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please confirm that the following details are correct before submitting your order:

Full recipient name.
Street name and house or apartment number.
City.
State, province or region.
Postal or ZIP code.
Country.
Telephone number, where required.

LUMA is not responsible for delivery delays or failed deliveries caused by incorrect, incomplete or outdated address information supplied by the customer.

8. Address Changes

We may be able to update the address if the order has not yet entered processing or fulfilment. However, we cannot guarantee that an address can be changed after an order has been submitted.

Once an order has been processed or dispatched, we may be unable to:

Change the delivery address.
Redirect the parcel.
Change the recipient.
Cancel the shipment.

If a parcel is returned because an incorrect or incomplete address was provided, the customer may be responsible for the reasonable cost of reshipping it, where permitted by applicable law.

9. Order Cancellations

We begin processing orders as quickly as possible.

Cancellation requests should be submitted within 12 hours of placing the order by contacting support@luma.com.

We will make reasonable efforts to cancel the order, but cancellation cannot be guaranteed once fulfilment has started.

If the order has already been dispatched, it cannot be cancelled in transit. You may request a return after delivery in accordance with our Refund and Returns Policy.

This section does not limit any mandatory cancellation or withdrawal rights available under applicable consumer law.

10. Shipping Delays

Although most orders arrive within the estimated timeframe, delays may occasionally occur due to circumstances such as:

Customs inspections or clearance procedures.
Severe weather or natural disasters.
Carrier or postal-service disruption.
Labour disputes.
Public holidays.
Incorrect or incomplete delivery information.
Security inspections.
Transportation restrictions.
High seasonal shipping volumes.
Events outside our reasonable control.

Where we become aware of a significant delay, we will make reasonable efforts to inform you.

If we cannot dispatch your order within the timeframe promised at the time of purchase, we will provide any options required under applicable law. These may include:

Accepting a revised shipping date.
Waiting for the product to become available.
Cancelling the affected item or order for a refund.

A temporary delay does not automatically mean that a parcel has been lost.

11. Customs, Import Duties and Taxes

International orders may be subject to import duties, VAT, customs charges, brokerage fees or local handling charges imposed by the destination country.

Where duties and taxes are collected during checkout, this will be clearly indicated before payment.

Where they are not collected during checkout, the recipient may be responsible for paying them directly to the relevant authority or carrier, where permitted by applicable law.

LUMA does not control charges imposed by customs authorities and cannot predict their exact amount.

Customers are responsible for ensuring that the products ordered can legally be imported into their country.

A refusal to pay valid customs or import charges may result in the parcel being delayed, abandoned, destroyed or returned to the sender. Where permitted by law, any refund may be reduced by non-refundable shipping, return, customs or handling costs incurred as a result.

Nothing in this section requires a customer to pay charges that were required to be disclosed before purchase but were not properly disclosed.

12. Customs Clearance Delays

Customs authorities may hold a parcel for inspection or request additional information from the recipient.

The recipient is responsible for responding to legitimate requests from customs authorities or the local delivery carrier.

Customs clearance time is not included in our estimated delivery windows and may vary by destination.

We are not responsible for delays caused solely by customs authorities, but we will provide available shipment information where reasonably possible.

13. Failed Delivery Attempts

Depending on the carrier, one or more delivery attempts may be made.

If nobody is available to receive the parcel, the carrier may:

Leave the package in a secure location.
Leave a delivery notice.
Deliver it to a nearby collection point.
Attempt delivery again.
Contact the recipient.
Return the package to the sender.

Customers are responsible for monitoring tracking information and collecting packages from designated collection points within the carrier’s stated timeframe.

If a package is returned because it was not collected, the customer may be responsible for reasonable reshipping charges, where permitted by applicable law.

14. Orders Marked as Delivered

If tracking shows that your package has been delivered but you cannot locate it, please:

Confirm that the delivery address on your order is correct.
Check around the property, mailbox, entrance, reception or designated safe place.
Ask household members, neighbours, reception staff or building management.
Wait until the end of the delivery day, as carriers may occasionally scan parcels shortly before final delivery.
Contact the local delivery carrier using the tracking number.

If the package is still missing, contact us at support@luma.com within 7 days of the reported delivery date.

We will review the available tracking information and, where appropriate, open an investigation with the carrier.

A “delivered” tracking status does not automatically remove any rights you may have under applicable consumer law.

15. Lost Packages

A package is not considered lost solely because tracking has not updated for several days.

Before investigating a potentially lost package, we may ask you to allow:

Up to 20 business days from dispatch for domestic or regional orders.
Up to 30 calendar days from dispatch for international orders.

If tracking has not updated beyond the applicable period, contact us at support@luma.com.

We may ask you to confirm:

Your order number.
Your full shipping address.
The items that have not arrived.
Any communication received from the carrier.

If the carrier confirms that the shipment has been lost, we will provide an appropriate remedy, which may include a replacement or refund, in accordance with applicable law.

16. Damaged Packages

Please inspect your package as soon as reasonably possible after delivery.

If the package or product arrives damaged, contact us within 7 days and provide:

Your order number.
A description of the damage.
Photographs of the product.
Photographs of the external packaging.
Photographs of the shipping label.
A short video where reasonably necessary to demonstrate the issue.

Do not discard the packaging until we have reviewed your request, as the carrier may require it as part of an investigation.

Reporting the issue after seven days does not remove any mandatory rights relating to defective or non-conforming goods.

17. Missing or Incorrect Items

If an item is missing or you receive the wrong product, first check whether your order was divided into multiple shipments.

If no additional shipment is shown, contact us at support@luma.com and provide:

Your order number.
Details of the missing or incorrect item.
Photographs of the products received.
A photograph of the package and shipping label.

Once verified, we will arrange an appropriate replacement, reshipment or refund.

18. Refused and Unclaimed Shipments

If you refuse delivery or fail to collect a shipment without first agreeing to a return with us, the parcel may be returned to the sender or fulfilment centre.

Where permitted by law, any refund may be reduced by reasonable costs directly resulting from the refusal or failure to collect, including:

Original shipping expenses.
Return shipping expenses.
Customs charges.
Carrier handling fees.
Storage fees.

This section does not apply where delivery is refused because the parcel is visibly damaged, the wrong product was sent or the customer is exercising a mandatory legal right.

19. Undeliverable or Returned Packages

A package may be returned as undeliverable because of:

An incomplete or incorrect address.
An invalid postal code.
Repeated failed delivery attempts.
Failure to collect the package.
Refusal to pay applicable import charges.
Local import restrictions.
The recipient no longer residing at the address.

We will contact you after the returned parcel has been confirmed by our fulfilment partner.

Depending on the circumstances, you may choose between reshipment and a refund. Additional shipping costs may apply where the return resulted from information or actions attributable to the customer and where such costs are legally recoverable.

20. Shipping Restrictions

We may be unable to ship to certain countries, regions, military addresses, PO boxes or restricted locations.

Available delivery destinations will normally be shown during checkout.

We reserve the right to cancel an order if:

The selected destination is not supported.
The carrier cannot service the address.
The product is restricted in the destination country.
The shipment presents a legal, security or compliance risk.

If we cancel an order for one of these reasons, the affected amount will be refunded using the original payment method.

21. PO Boxes and Military Addresses

Delivery to PO boxes, APO, FPO, DPO or other military addresses may not be available for all products or carriers.

Where delivery is available, additional transit time may be required and tracking may be limited.

We recommend using a residential or business street address whenever possible.

22. Pre-Orders and Backorders

Products offered as pre-orders or backorders will display an estimated dispatch period on the product page or during checkout.

If an order contains both available and pre-order products, we may:

Hold the order until all products are available; or
Ship the available products separately.

The applicable arrangement will be communicated where reasonably possible.

Pre-order dates are estimates and may change because of manufacturing, supplier or transportation delays.

If a significant delay occurs, we will provide the options required under applicable law, which may include accepting the revised date or cancelling the affected product for a refund.

23. Risk During Delivery

We remain responsible for the shipment until it is delivered to you or to a person designated by you, except where applicable law provides otherwise.

If you independently instruct the carrier to leave the package in a particular location, redirect it or deliver it to another person, responsibility may transfer when the carrier follows those instructions, to the extent permitted by law.

24. Refunds and Returns

Shipping-related returns, refunds and replacements are also governed by our Refund and Returns Policy.

This Shipping Policy does not limit your rights regarding products that are faulty, damaged, unsafe, incorrectly described, not delivered or otherwise non-conforming.

Original shipping charges may be non-refundable for discretionary returns, except where:

The product is faulty or incorrect.
The order was damaged in transit.
The shipment was not delivered.
Applicable law requires the shipping charge to be refunded.

25. Contact Us

For questions regarding an order, shipment or delivery, contact us.

Please include your order number when contacting us so that we can assist you efficiently.