Frequently asked questions

We provide our customers with a choice of shipping options at checkout, and delivery times for each shipping option is clearly displayed before purchase.

Please note that the shipping times are 'obtained from our shipping provider' and are always estimated. Once an order has left our warehouse, it is in the hands of the delivery/shipping provider to deliver within the specified timeframe.

But should you experience any delays in delivery, please contact us and we will help resolve and liaise with the shipping provider to deliver your order as soon as possible.

Shipping can vary depending on your region, and rates and times are calculated at checkout.

Please read the details of our Shipping Policy.

Yes, we offer free economy shipping on orders (where specified).

If your order has been damaged during delivery, then please contact us within 24 hours of recieving your order to initiate the shipping insurance claim.

Failure to do so may affect your shipping insurance claim and may result in no compensation being provided.

Yes, we ship our products all over the World!

Please note that free shipping may not be applicable for certain International orders, and shipping rates will vary depending on your region.

Shipping rates and times are calculated at checkout.

A full list of all of our shipping areas can be found here.

If your country or region is not listed, please feel free to reach out to see if we can work out the details.

Yes we do!

All our products are subject to strict quality control, and our warranty provides you with a guarantee against manufacturer defects and faults.

We have product information, specifying how long your warranty is here.

Our warranty covers any manufacturing, fault, or material defect. Please notify us within 30 days of noticing any defects and we can arrange a refund or replacement for you.

The warranty does not cover any accidental drops, blows, improper use, or other issues that are not attributable to a manufacturer defect.

An extended warranty can be added to your products for an additional cost.

Please get in touch for more information about extended warranties.

The extended warranty could come at a different cost depending on the type of product and extended period.

Please get in touch for more information.

Yes, our website is powered and secured by Shopify and is fully PCI compliant by default (Payment Card Industry), so you can be assured your payment information is completely safe.

We personally do not store, nor have access to your payment information.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like - Visa, MasterCard, American Express, and Discover.

Yes, we accept online payments.

All payment processing is powered by Shopify and vital customer information is quick, easy, and secure.

You can learn more about our store's safe checkout experience here.

We accept online payments from the following:

American Express, Apple Pay, Google Pay, Shop Pay, Visa, Mastercard, Maestro, PayPal, Klarna, and many more.

Please note - payment options are dependant on availability and users location. Payment options may be updated and changed at any time.

For more insight, you can read Shopify’s Terms of Service here, or their Privacy Statement here.

Some of our products (for example our 'Renewed' range), may be excluded from promotions and discount codes.

Additionally, certain discount codes cannot be combined with other discounts you may already have received, or applied at checkout.

If you encounter any issues applying your discount code at checkout, please contact us for assistance.

Please contact us right away if you are experiencing problems with your LUMI product, dependant on the issue, we can usually offer you an immediate replacement or refund.

Please use our online chat and our our team will help!

Yes, we offer full and partial refunds.

Please read our Returns & Refund Policy or contact us for more information.

A 'refund & return' request must be submitted within 30 days after the purchase is made.

In the case when the product and packaging are unopened, unused and undamaged, or a manufacturer defect or fault has been found, then you are eligible for a refund or replacement - please contact us with 24 hours of receiving your order to initiate this.

In the case when a product has been used, with signs of wear or damage, or outside of your warranty, you are not eligible for a refund.

Please check our Terms of Service or contact us for more information.

If your order has been damaged during delivery, then please contact us within 24 hours of receiving your order to initiate the shipping insurance claim.

Failure to do so may affect your shipping insurance claim and may result in no compensation being provided.

When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.