Shipping policy

Shipping Policy

At LumoLuxe, we ship every order with care — and we want you to know exactly what to expect.

Last updated: 24/05/2026

The short version

• Free UK shipping on every order, always. No minimums, no surprise fees at checkout.
• Delivery: 7–14 working days for most UK orders.
• Tracking included with every shipment.
• Currently UK only. International shipping is on the way.

1. Where we ship

We currently ship to the United Kingdom only — including England, Wales, Scotland, and Northern Ireland.

International shipping is on our roadmap. The fastest way to hear when we open up to your country is to join our newsletter at the bottom of any page.

2. Shipping cost

Free UK shipping on every order. No minimum spend.

We've built free shipping into our pricing so you never see surprise costs at checkout. What you see on the product page is what you pay.

3. Delivery times

Most LumoLuxe pieces are sourced from carefully chosen makers and suppliers, some based overseas. We ship in considered batches rather than overnight — it keeps prices fair, the curation honest, and the carbon footprint lower than next-day air freight.

If you need something for a specific date, email us at support@lumoluxe.store before ordering and we'll let you know if it's realistic.

4. Order processing

Orders are processed within 1–3 working days of being placed. You'll receive:

• An order confirmation email shortly after placing your order
• A second email with your tracking number once it's been dispatched

Orders placed on weekends or UK bank holidays are processed on the next working day.

5. Tracking your order

Every order ships with tracking included.

Your tracking number arrives by email as soon as your order is dispatched. Use it to follow your order's journey on the carrier's website.

If you haven't received a tracking number within 5 working days of placing your order, email us at support@lumoluxe.store and we'll sort it.

6. Delays

Most orders arrive within the estimated timeframe, but occasionally shipping takes a few extra days. Common reasons include:

• Customs processing
• Carrier delays during peak seasons (November–January especially)
• Severe weather affecting carrier networks
• Incorrect or incomplete delivery addresses

We'll always keep you updated if we hear of a delay affecting your order.

If your order hasn't arrived 21 working days after dispatch, please email support@lumoluxe.store and we'll investigate immediately — we'll either resend or refund.

7. Lost or damaged in transit

If your order is lost or arrives damaged, please contact us within 48 hours of delivery (for damaged items) or 48 hours of the expected delivery date (for lost items).

Please include:

• Your order number (starts with #)
• A description of the issue
• Photos if the item arrived damaged (including the packaging, please)

We'll resolve it quickly — either a free replacement or a full refund, your choice. For damaged items, please don't dispose of the original packaging until we've confirmed the resolution; carriers occasionally require it for their claims process.

8. Wrong address

If you entered an incorrect address at checkout, please email us at support@lumoluxe.store as soon as possible.

• If your order hasn't been dispatched yet, we'll update the address at no charge
• If it's already on its way, we may not be able to redirect it — and any reshipping costs would unfortunately fall on the customer in that case

So please double-check before you click "Place Order"!

9. Failed deliveries

If the carrier attempts delivery and no one is home, they will usually:

• Leave a card with collection instructions
• Take the parcel to a local pickup point (Royal Mail Customer Service Point, Evri ParcelShop, etc.)
• Attempt redelivery on the following working day

If the parcel is returned to us because it wasn't collected within the carrier's holding period, we'll contact you to arrange a redelivery. Redelivery shipping costs may apply in this case.

10. Customs and import duties

Currently we only ship within the UK, so there are no customs charges, import duties, or VAT surprises on your order.

When we expand internationally, customs charges may apply depending on the destination country — these are determined by your local authorities and are the buyer's responsibility. We'll always make this clear before international checkout, when that time comes.

11. Returns

If you'd like to return your order, please see our Refund & Returns Policy for full details on the process, timeframes, and your statutory rights under UK consumer law.

12. Questions?

We're here to help. Email us at support@lumoluxe.store — we reply within one working day, usually sooner.

Thank you for being patient and kind with us. We're a small UK-based business pouring care into every order, and it means everything when customers shop with us.

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This Shipping Policy was last updated on 24/05/2026. LumoLuxe is a sole trader business operating in the United Kingdom.