SHIPPING

At Lumorelle, we value each and every single customer. Our top priority is making sure the items get delivered to our customers as soon as possible. Normally, you will receive your order within 7–20 business days from the date that it is placed.

1. Payment Confirmation

An email confirmation is sent to your e-mail address after you place your order. Please keep this email as proof of your purchase.

 

2. Order Processing and Tracking

Processing time refers to the time it takes for us to prepare your order for shipping.

 

After your payment is authorized and verified, all orders are processed within 3 business days. We will contact you if, for some reason, there are any delays.

 

However, some orders may ship within as few as three, and some may take up to five. Once shipped, you'll receive a tracking number via email, which typically updates within 48 hours of shipping.

 

3. Shipping Address Changes

To update your shipping address, please email us with your order number and new address details. Please note that we cannot modify shipping addresses for orders that have already left our facility.

 

4. Shipping Methods, Costs, and Delivery Estimates

We strive for quick delivery. After ordering, you'll receive an estimated delivery time based on the shipment date. These estimates are guides only and may be affected by order approval, weather, or other circumstances. While exact arrival dates aren't guaranteed, we aim to fulfill orders promptly, barring exceptional situations.

Country or Region

Standard Shipping

Express Shipping

USA/Canada

7-15

3-5

Australia/New Zealand

7-15

5-7

European Union

7-15

7-9

Rest of the World

9-20

6-8

Please note:

  • Business days are Monday to Friday, excluding holidays.
  • Orders are not processed or shipped on weekends or holidays.
  • Delivery dates may vary due to carrier practices, delivery location, shipping method, and ordered items.
  • Some orders may arrive in multiple shipments.
  • Expect potential delays during peak seasons like Christmas and Thanksgiving. We appreciate your patience during these times.
  • Please ensure your shipping address is correct, as we cannot be held responsible for delivery issues resulting from inaccurate information.
  • Delivery Time Calculation: Processing Time (order preparation) + Transit Time = Total Delivery Time

 

5. Shipping Restrictions

We are unable to ship orders to PO boxes or APO/FPO addresses.

 

6. International Customs, Duties, and Taxes

  • Import Duties and Taxes: All orders shipped internationally are subject to the destination country's import duties, fees, and taxes. As the customer, you are responsible for these charges.
  • Customs Inspection: Your country's Customs Department may randomly select your package for inspection, potentially causing delivery delays.
  • Lumorelle's Role:
    • We do not have control over customs processes or additional charges.
    • We do not benefit from these charges.
    • We work closely with our brokers and carriers to minimize delays.
  • Customer Responsibility:
    • You agree to pay any duties, taxes, or other costs associated with importing your purchase.
    • This includes fees imposed during or after shipping.
    • You are also responsible for meeting any customs requirements in your country.
  • Transparency: We cannot predict specific customs fees or taxes for your order, as these vary by country and product.

We strive to make international shipping as smooth as possible, but some aspects are beyond our control. We appreciate your understanding of these standard international shipping procedures.

 

7. Package Delivery Issues

  • Damaged Packages: If you notice any damage to the packaging upon delivery, please:
    • Take photos of the damaged packaging.
    • Do not open the package (if possible).
    • Contact us immediately at info@lumorelle.com. • Include your order number and photos in your email.
  • Missing or Lost Packages • Before reporting a package as lost, please:
    • Check common courier hiding spots (e.g., behind planters, under doormats).
    • Ask neighbors if they received it by mistake.
    • Wait 1-2 business days past the expected delivery date, as slight delays can occur.
  1. • If you still can't locate your package after these steps:
    • Contact us at info@lumorelle.com.
    • Provide your order number and the last tracking update you received.
  2. • We'll investigate the issue and work with the courier to locate your package or arrange a replacement.

Note: Most "lost" packages are often found nearby or slightly delayed. We appreciate your patience as we work to resolve any delivery issues.

 

8. Returns and Refunds

8.1 Returns for a Change of Mind

  • We accept returns within 30 days of delivery.
  • Items must be unopened, unused, and in their original packaging.
  • The customer pays for return shipping.
  • We issue full refunds upon receiving eligible returns.

8.2 Warranty Returns

  • 90-day warranty on all products
  • Submit claims within 90 days of delivery; we process them within 7 business days.
  • Customer pays return shipping; reimbursed if claim approved.
  • For full policy details, visit RETURNS AND REFUNDS POLICY.

 

9. Customer service

  • For questions, support, problems, or warranty claims, please contact us by email at info@lumorelle.com.