Frequently Asked Questions

Find answers to frequently asked questions about ordering, payments, delivery, tracking, returns and refunds at Lumeastore.

If you cannot find the information you need, please email customerservice@lumeastore.uk.

ORDERS

How do I place an order?

Browse our website, select the products you would like to purchase and add them to your basket. When you are ready, proceed to checkout, enter your delivery information and select one of the available payment methods.

Do I need an account to place an order?

No. You can place an order using guest checkout. Creating an account makes it easier to view your orders, save your details and follow your order status.

How will I know that my order has been received?

After completing your order, you should receive an order-confirmation email. If you cannot find it, please check your spam or junk folder.

If payment has been taken but you have not received confirmation, contact us with your full name and the email address used for the order.

Can I change or cancel my order?

Contact us as quickly as possible at customerservice@lumeastore.uk. We will try to change or cancel your order, but this may no longer be possible after it has been processed or dispatched.

Always include your order number when contacting us.

Can I change my delivery address?

Contact us immediately if you entered an incorrect delivery address. We may be able to change it before dispatch, but we cannot guarantee this once the order has entered processing.

Customers are responsible for checking that their delivery information is complete and correct before placing an order.

What happens if an ordered product is unavailable?

If a product becomes unavailable after you place your order, we will contact you. We may offer a suitable alternative, dispatch the available products separately or refund the unavailable product.

Can I place an order by email or telephone?

Orders should be placed securely through our website. Please do not send card or payment information by email.

PAYMENTS

Which payment methods do you accept?

All currently available payment methods are displayed during checkout. Availability may depend on your device, order value, billing address and payment provider.

Is payment secure?

Yes. Payments are processed securely through approved payment providers. Lumeastore does not directly store your complete card details.

When will I be charged?

Payment is normally taken when you complete your order. Some banks or payment providers may temporarily reserve the amount before confirming the transaction.

Why was my payment declined?

Payments may be declined by your bank or payment provider for several reasons. Check your payment details, billing address and available balance.

If the problem continues, contact your bank or try another payment method.

Why can I see a pending payment after an unsuccessful order?

Your bank may temporarily reserve an amount even if an order was unsuccessful. This is normally released automatically. Contact your bank or payment provider if the pending amount remains longer than expected.

Which currency is used on Lumeastore.uk?

Prices on Lumeastore.uk should be displayed and charged in pounds sterling unless clearly stated otherwise.

DISCOUNTS AND PROMOTIONS

How do I use a discount code?

Enter your discount code in the designated field on the basket or checkout page. Apply the code before completing payment and confirm that the discount has been deducted.

Can I use more than one discount code?

Unless otherwise stated, only one discount code may be used per order. Discount codes cannot normally be combined with another promotion.

Why is my discount code not working?

The code may have expired, may require a minimum order value or may apply only to selected products. Check the promotional conditions and make sure the code has been entered correctly.

Can a discount be added after I place my order?

Discount codes must be entered before payment. We cannot normally apply a discount after an order has been completed.

Do promotions have specific conditions?

Yes. Promotions may have an expiry date, minimum order value, product exclusions or other conditions. Promotional offers may be changed or withdrawn where permitted.

DELIVERY

Where do you deliver?

Lumeastore.uk delivers to addresses within the United Kingdom. Available delivery options and charges are shown during checkout.

How much does delivery cost?

The applicable delivery charge is displayed during checkout before payment. Standard UK delivery is free on qualifying orders over £75.

How long does delivery take?

UK orders normally arrive within approximately 2–4 business days after dispatch. Processing time may be required before an order is dispatched.

Delivery estimates are not guaranteed and can be affected by weekends, public holidays, severe weather and delays experienced by the delivery carrier.

When will my order be dispatched?

Orders are prepared on business days. Once your parcel has been dispatched, you should receive a shipping-confirmation email.

Orders placed during weekends or public holidays will normally begin processing on the following business day.

Will I receive separate parcels?

In some circumstances, an order may be sent in more than one parcel. If this happens, tracking details may be provided separately.

What happens if I entered an incomplete or incorrect address?

Contact us immediately. We will try to correct the address before dispatch, but this may not be possible after processing has started.

Additional delivery costs may apply if a parcel is returned because the customer supplied an incorrect or incomplete address.

What happens if I am not at home during delivery?

The carrier may leave the parcel in a safe place, deliver it to a neighbour, take it to a collection point or attempt delivery again. Check the tracking information for the carrier’s instructions.

ORDER TRACKING

How can I track my order?

Once your order has been dispatched, you will receive an email containing tracking information when tracking is available.

You may also be able to view your order status by signing in to your Lumeastore account.

Why is my tracking information not working?

Tracking information can take 24–48 hours to become active after dispatch. Please check again later.

If there is still no update after this period, contact us with your order number.

What should I do if my parcel is delayed?

Check the latest tracking information and allow for any carrier delays. If the estimated delivery period has passed without an update, email customerservice@lumeastore.uk with your order number.

Tracking says delivered, but I have not received my parcel. What should I do?

Please check:

Around the delivery address
With other household members
With your neighbours
Any designated safe place
Any delivery photograph or message supplied by the carrier

If you still cannot locate the parcel, contact us with your order number so that we can investigate.

What happens if a parcel is returned to Lumeastore?

Contact us if tracking shows that your parcel is being returned. Once it arrives, we will review the reason for the return and contact you about the available options.

Additional delivery charges may apply if the return was caused by an incorrect address, failure to collect the parcel or another matter outside our control.

RETURNS

What is your return policy?

You must tell us that you wish to cancel and return an eligible order within 14 days of receiving it. After notifying us, you must return the products within the following 14 days.

Contact customerservice@lumeastore.uk before returning anything. Include your order number and the products you wish to return.

Who pays the return shipping costs?

If you received the correct product but changed your mind, you are responsible for arranging and paying for the return shipping.

If Lumeastore sent an incorrect product, or the product arrived damaged or defective, Lumeastore will cover the reasonable return costs or provide an appropriate return method.

What condition must returned products be in?

Products should be returned in their original condition and packaging, with all included accessories, labels and seals intact.

You may inspect a product as you would reasonably inspect it in a physical shop. A deduction may be made if unnecessary handling has reduced the product’s value.

Can opened beauty or personal-care products be returned?

For health and hygiene reasons, sealed products that are unsuitable for return cannot normally be returned after their protective seal has been opened.

This may include certain cosmetics, skincare, haircare and personal-care products. This exclusion does not remove your rights if a product is faulty, damaged or incorrect.

Can sale products be returned?

Eligible products purchased during a sale remain subject to applicable consumer rights. The usual exclusions, including certain opened and sealed hygiene products, still apply.

How do I register a return?

Email customerservice@lumeastore.uk and provide:

Your full name
Your order number
The product you wish to return
Your reason for returning it
Photographs when the product is damaged, defective or incorrect

We will review your request and provide the appropriate return instructions.

Where should I send my return?

Do not return a product before contacting customer service. Once your return has been registered, we will provide return instructions.

The return address is:

Lumeastore
Annie Westlandstraat 31-1
8923 BC Leeuwarden
The Netherlands

We strongly recommend using a tracked return service and keeping your proof of postage until the return and refund have been completed.

Can I exchange a product?

Direct exchanges may not always be possible. Depending on the circumstances, you may need to return the eligible product for a refund and place a new order.

DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

What should I do if my product arrives damaged?

Your order number
A description of the damage
Clear photographs of the product
Photographs of the outer packaging
A photograph of the shipping label

Do not dispose of the product or packaging until we have reviewed the case.

What should I do if I received the wrong product?

If Lumeastore sent the wrong item, we will provide an appropriate solution and cover the reasonable return costs.

What should I do if a product appears defective?

Stop using the product and contact us. Include your order number, a description of the defect and clear photographs or a video where appropriate.

We will review the information and explain the next steps.

What should I do if an item is missing from my order?

Check the parcel carefully and confirm whether the order was divided into separate shipments.

If an item is still missing, contact us with your order number and clear photographs of the received products, packaging and shipping label.

REFUNDS

When will I receive my refund?

For an eligible return, the refund will be processed within 14 days after we receive the returned products or acceptable evidence that they were sent back, as applicable.

After we issue the refund, your bank or payment provider may require additional processing time before the amount appears in your account.

How will I receive my refund?

Refunds are normally issued to the original payment method used for the order. We cannot normally send a refund to another card, bank account or payment method.

Will my original delivery charge be refunded?

When an eligible order is cancelled under applicable statutory cancellation rights, the cost of the least expensive standard delivery option offered for the order will be refunded where required.

Additional costs paid for an upgraded or express delivery method are not normally refundable beyond the standard delivery amount.

Why is my refund not showing?

Check the original payment method and allow time for your bank or payment provider to process the refund.

If the expected processing period has passed, contact us with your order number.

Will I receive confirmation when my refund is processed?

You should receive confirmation after your refund has been issued. Please also check your spam or junk folder.

PRODUCT INFORMATION

How can I find more information about a product?

Available information, directions and product details are displayed on the relevant product page. Always read the packaging, label and instructions supplied with the product before use.

How should I use a skincare or personal-care product?

Follow the directions supplied with the product. If you have sensitive skin, consider performing a patch test before first use.

Stop using the product if irritation occurs. For allergies, medical concerns or persistent reactions, seek advice from a qualified healthcare professional.

Are the product colours and packaging always identical to the website images?

We aim to display products accurately. However, packaging, labels and design may occasionally be updated without advance notice. Screen settings may also affect how colours appear.

The supplied product should still correspond to the product ordered unless otherwise stated.

How should products be stored?

Follow the storage instructions shown on the packaging. Unless stated otherwise, products should generally be stored in a cool, dry place away from direct sunlight and out of the reach of children.

Can you provide medical advice?

No. Product information on our website is provided for general informational purposes and is not a substitute for professional medical advice, diagnosis or treatment.

Consult a qualified healthcare professional if you have a medical condition, allergy or concern about using a product.

ACCOUNT AND PRIVACY

How do I create an account?

Open the account page and follow the registration instructions. Use an email address that you can access.

What should I do if I forget my password?

Select “Lost your password?” on the login page and follow the instructions sent to your email address.

How is my personal information used?

We process personal information to manage orders, payments, delivery, customer service and other purposes explained in our Privacy Policy.

How can I request access to or deletion of my information?

Contact customerservice@lumeastore.uk. We may need to verify your identity before completing a data-related request.

CUSTOMER SERVICE

How can I contact Lumeastore?

Email us at customerservice@lumeastore.uk.

Please include your order number when contacting us about an existing order.

When will I receive a response?

We aim to respond as quickly as possible. Response times may be longer during weekends, public holidays and busy periods.

FAQ