Delivery Policy
Lumo Den
United Kingdom
support@lumoden.com
Lumo Den Shipping Policy
Our objective is to guarantee a transparent and hassle-free shipping process for your convenience and satisfaction. Below, you will find details regarding our shipping process.
SHIPPING COVERAGE
Countries: Currently, we only ship to the United Kingdom.
Future expansion: Expansion to other shipping regions is currently being considered.
SHIPPING COSTS
Within the UK: Free shipping on all orders.
No hidden fees: All costs are clearly displayed at checkout.
ORDER PROCESSING TIME
Processing time: Orders are processed within 1 to 5 business days , Monday to Friday.
Order cut-off time: 10:00 PM, Central Standard Time (Chicago).
Weekend orders: Orders placed on weekends are processed on the next business day.
TRANSIT TIME
Estimated delivery time: 7 to 14 business days .
Business days: Shipments take place from Monday to Friday.
Please note: Delivery times are estimated and may vary due to external factors such as weather conditions, logistical issues and carrier delays.
Additional delays: Under certain circumstances, delays of up to 10 additional business days beyond the estimated delivery time may occur.
SHIPPING PROCESS
Reliable delivery services: We ship via DHL and FedEx.
Insured shipments: All shipments are insured. Please contact our customer support team in the event of loss or damage during transit.
Eco-friendly packaging: We strive to use sustainable packaging materials to minimise our environmental impact.
TRACKING INSTRUCTIONS
Tracking information: Following your purchase, you will receive an email with tracking details, including the carrier's name and the tracking number.
Track your order: You can track your order through our website by entering your tracking number into the tracking portal to view your delivery status.
Questions? Our support team is available to help with any questions relative to order tracking.
PROCEDURE FOR MISSING ITEMS
To report missing items: Please contact our customer support team within 7 days of receiving your parcel via email support@lumoden.com.
Resolution: We will resolve the issue as quickly as possible and send a replacement item or offer a refund.
RETURN POLICY
Returns: Returns are accepted within 30 days from the delivery date.
Return conditions: Items must be unused, undamaged and returned in their original packaging. Personalised items cannot be returned.
Costs: Return shipping costs are the responsibility of the customer, unless the item is faulty or does not match the description. In such cases, Lumo Den will cover the return shipping costs.
Refunds: Refunds are processed within 14 days following receipt of the returned item and are issued to the original payment method.
RESTOCKING FEE
No restocking fee: lumoden.com does not charge a restocking fee for any returns.
RETURN SHIPPING COSTS
For faulty products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier or features any other defect.
In case of change of mind: The actual return shipping cost will be charged to the customer. This applies when the customer purchased the wrong product, the item does not fit or the customer no longer wants the item.
IMPORTANT NOTICE
Due to operational challenges with our manufacturing partners starting from 27 April , order processing times may be temporarily extended. This situation may persist until 1 June .
During this period, processing times may vary between 1 and 15 business days .
We highly appreciate your understanding and patience as we work to minimise any delays.
Company Information
Lumo Den Email
: support@lumoden.com
Contact form: https://lumoden.com/pages/contact
Customer support: Monday to Friday, from 9 am to 10 pm.