FAQ & Help Center

Around two weeks from the moment you order.

We take 2 to 3 business days to prepare and pack your order, then delivery takes about 12 days. Every order is tracked, and we email you the tracking number as soon as your parcel leaves us.

During busy periods — sales, holidays — it can take longer. We would rather tell you that now than promise you something we cannot hold to.

We do not ship on weekends.

Nothing. Shipping is free on every order, wherever you are.

No minimum to reach, no surcharge at checkout. The price you see on the product page is the price you pay.

Usually, yes. Larger or heavier orders are sometimes split across two parcels, which may arrive a day or two apart. If one arrives without the other, give it a little time before writing to us.

Email us straight away at support@lumineofr.com.

If your order has not been packed yet, we can still change the delivery address. Once it has shipped, we cannot redirect it — you would need to contact your local postal service directly with your tracking number.

It is emailed to you as soon as your order ships, to the address you used at checkout. Check your spam folder if you cannot find it.

You can also follow your parcel any time from our Track my order page.

Tracking takes 3 to 5 business days to start showing movement. That is normal.

After that, it updates each time your parcel is scanned at a new point in its journey. Gaps of a few days between scans are common, especially through customs. If nothing has moved in over a week, write to us and we will chase it.

Yes, if it has not shipped yet.

Email us with CANCEL in the subject line, as soon as you can. We check for those first thing every morning. Once a parcel is on its way we cannot recall it, but you can still return it once it arrives.

Send us a photo or a short video and we will replace it or refund you.

We pack carefully, but parcels travel a long way and things occasionally go wrong in transit. When they do, it is on us to put right — just email support@lumineofr.com with the evidence.

You have 30 days from delivery.

Start your return at our Returns Centre. Items need to come back unused and in their original packaging.

Return postage is yours to cover unless the item arrived damaged or faulty, in which case we pay.

Once your return reaches us and we have checked it, we email you to confirm and issue the refund to your original payment method. Banks usually take a few more days to show it.

If it has been more than a week since our confirmation and you still see nothing, check with your bank first, then write to us.

Yes. Our store runs on Shopify, and card details are encrypted in transit and handled under PCI-DSS, the security standard set by Visa, Mastercard, American Express and Discover.

No. Nobody at Lumineo can see your card or payment information.

Payment is handled entirely by Shopify and the payment provider you choose. Your card data never reaches us, and it is deleted once the transaction completes.

If you want the detail, Shopify publishes its Terms of Service and Privacy Statement.