Orders & Payments
Which payment methods do you accept?
Which payment methods do you accept?
The currently available payment methods are displayed during checkout. Availability can depend on your country, currency and device.
You can review all available options before completing your order.
Is my payment information secure?
Is my payment information secure?
Payments are handled by secure payment providers. Lumé Lumé does not receive or store your complete card details.
I did not receive an order confirmation. What should I do?
I did not receive an order confirmation. What should I do?
Check your spam, promotions and junk folders first. Also check whether the email address entered during checkout was correct.
If you still cannot find the confirmation, email contact@lume-lume.com with your full name and the approximate time of purchase.
Can I edit or cancel my order?
Can I edit or cancel my order?
We begin processing orders quickly, so changes and cancellations are not always possible after an order has been confirmed.
Email contact@lume-lume.com as soon as possible and include your order number. Once an order has been processed or dispatched, it can no longer be edited or cancelled.
I entered the wrong delivery address. Can you change it?
I entered the wrong delivery address. Can you change it?
Contact us immediately with your order number and the complete correct address.
We can only update a delivery address if the order has not yet been processed. Additional shipping costs may apply if an incorrect address causes the parcel to be returned to us.
How do Lumé Lumé discount codes work?
How do Lumé Lumé discount codes work?
Enter your discount code in the designated field during checkout. The discount will be shown before you complete payment when the code is valid and its conditions have been met.
Unless a promotion specifically states otherwise, multiple discount codes cannot be combined.
Do your prices include VAT?
Do your prices include VAT?
Applicable taxes and the final order total are shown during checkout before payment. The amount can depend on your delivery destination and local tax requirements.
Which currency will I be charged in?
Which currency will I be charged in?
The checkout shows the currency and final amount before you complete payment.
Your bank or payment provider may apply its own exchange rate or conversion fee when the payment currency differs from the currency of your account.
Can I order a gift for someone else?
Can I order a gift for someone else?
Yes. Simply enter the recipient's delivery address during checkout.
If you would like to include a gift message in the future, keep an eye on our website for new gifting options.
Can I use more than one discount code?
Can I use more than one discount code?
Only one promotional code can normally be used per order unless stated otherwise during a specific promotion.
Why hasn't my tracking updated yet?
Why hasn't my tracking updated yet?
Tracking information can sometimes take 24 to 48 hours to update after your parcel has been dispatched.
If there has been no movement after several business days, please contact us and we'll gladly help investigate.
Do you ship worldwide?
Do you ship worldwide?
We ship to many countries. The destinations available for your order are shown during checkout.
If your country is not available, please contact us and we'll be happy to advise.
Shipping & Tracking
When will my Lumé Lumé order be dispatched?
When will my Lumé Lumé order be dispatched?
Orders are normally processed within 2 business days. Weekends and public holidays are not counted as business days.
Processing may take slightly longer during product launches, promotions or exceptionally busy periods.
How long does Lumé Lumé delivery take?
How long does Lumé Lumé delivery take?
Our general delivery estimate is 4 to 10 business days after dispatch.
Delivery times are estimates and can vary depending on the destination, shipping carrier, customs procedures, public holidays and local circumstances.
Where does Lumé Lumé deliver?
Where does Lumé Lumé deliver?
We deliver to the destinations available during checkout. Enter your delivery address to see whether shipping is available to your location.
How much does shipping cost?
How much does shipping cost?
Shipping costs are calculated during checkout based on the delivery destination and available shipping method.
Any free-delivery threshold or temporary shipping promotion will be clearly displayed on the website or during checkout.
How can I track my Lumé Lumé order?
How can I track my Lumé Lumé order?
Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information when tracking is available.
It may take a short time after dispatch for the first tracking update to appear on the carrier's website.
Will I need to pay customs duties or import taxes?
Will I need to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes or handling charges imposed by the destination country.
These charges are not controlled by Lumé Lumé and are the responsibility of the recipient.
What should I do if my parcel is delayed?
What should I do if my parcel is delayed?
Check the latest tracking information first. Delays can occur because of customs processing, weather, carrier disruptions or busy delivery periods.
If tracking has not changed for several business days, contact contact@lume-lume.com with your order number.
Tracking says delivered, but I cannot find my parcel. What should I do?
Tracking says delivered, but I cannot find my parcel. What should I do?
Check the delivery location, household members, neighbours and any safe place that may have been used by the carrier.
Contact the carrier using your tracking number. If the parcel is still missing after these checks, email us and we will help you review the available information.
Can one order arrive in multiple parcels?
Can one order arrive in multiple parcels?
Yes. An order may occasionally be divided into multiple parcels for logistical reasons.
When this happens, you will not be charged additional shipping costs for the extra parcel.
