Shipping policy
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Shipping Policy
Thank you for shopping with Lumora. This policy explains how we process, ship and deliver your order. If you have any questions, contact us at lumora.assisstance@gmail.com.
Order processing
Orders are processed Monday to Friday, excluding UK bank holidays. Orders placed before [2pm] on a working day are dispatched the same day. Orders placed after that time, or at weekends, are dispatched the next working day. During sale periods and peak seasons, processing may take up to [2–3] working days.
You will receive a confirmation email when your order is placed, and a second email with tracking details once it has been dispatched.
Delivery options (UK)
Available delivery services and their costs are shown at checkout before you complete your order. Free delivery may apply to qualifying orders.
Estimated delivery times are given in working days from dispatch, not from the time the order is placed. They are estimates provided by our carriers and are not guaranteed. Delivery to the Scottish Highlands and Islands, Northern Ireland, the Channel Islands and the Isle of Man may take longer than the times shown above.
International delivery
International delivery typically takes [5–14] working days depending on destination and customs clearance. Available services and costs are shown at checkout.
International customers are responsible for any customs duties, import VAT or handling fees charged by the destination country. These are not included in the price paid at checkout and are charged separately by the carrier or customs authority. We cannot calculate these in advance. If a parcel is refused on delivery and returned to us because these charges were not paid, we will refund the goods but not the original shipping cost.
Tracking your order
Once dispatched, you will receive a tracking number by email. Please allow up to 24 hours for tracking to update after dispatch. If you have not received a dispatch email, please check your spam folder before contacting us.
Delays
Occasionally deliveries are delayed by circumstances outside our control, including carrier backlogs, adverse weather, customs inspections and industrial action. We will do everything we reasonably can to resolve delays, but cannot be held liable for them. Unless otherwise agreed, we will deliver your order within 30 days of purchase.
Incorrect or incomplete addresses
Please check your delivery address carefully at checkout. We dispatch to the address exactly as entered. If you notice an error, email lumora.assisstance@gmail.com immediately — we can usually amend the address before dispatch, but not afterwards. If a parcel is returned to us because of an incorrect or incomplete address, we will refund the goods or re-ship at your cost.
Failed deliveries and uncollected parcels
If nobody is available to receive the parcel, the carrier will leave a card and either attempt redelivery or hold the parcel at a local depot or collection point. Parcels not collected within the carrier's holding period are returned to us. In that case we will refund the goods minus the original shipping cost, or arrange redelivery at your cost.
Lost or missing parcels
If your tracking has not updated or your parcel has not arrived, please first check with neighbours and any safe place noted by the carrier.
A UK parcel is only treated as lost once 10 working days have passed since the due delivery date. For international orders this is 20 working days. Once that point is reached, contact us at lumora.assisstance@gmail.com with your order number and we will open an investigation with the carrier. Where a parcel is confirmed lost, we will send a replacement or issue a full refund. Claims must be raised within 30 days of the dispatch date.
Damaged parcels
If your order arrives damaged, email lumora.assisstance@gmail.com within 48 hours of delivery with your order number and photographs of the packaging and the damaged items. We will arrange a replacement or refund.
Returns
For information on returns and refunds, please see our Returns Policy.
Contact us
Lumora
Email: lumora.assisstance@gmail.com
lumoraonline.co.uk