Frequently Asked Questions (FAQs)
1. What is the status of my order?
Once you place your order, you will receive a confirmation email with your order details.
When your order has been shipped, we will send you another email along with your tracking information. You can also track your order at any time by logging into your account and visiting the Order History section.
2. Can I change my order?
Yes, but only if your order has not yet been processed for shipping.
To request a change, please contact our support team as soon as possible through our Contact Us form or via the Live Chat on our website.
3. Do you accept returns?
Yes, we accept returns and exchanges under the following conditions:
- The item was purchased from the Lumina Home online store.
- The item is unused and in its original condition.
- The item is returned in its original packaging with all tags and accessories included.
- The return or exchange request is submitted within 7 days of delivery.
To request a return or exchange, please contact our support team through the Contact Us form or the Live Chat. A member of our team will respond as soon as possible.
4. How do I cancel my order?
Orders may be canceled within 72 hours of being placed, provided production has not already begun.
If you ordered the wrong item or wish to cancel your purchase, please contact us within 72 hours of placing your order. After this period, production begins and we are unable to cancel the order or issue a refund.
Please review your order carefully before completing your purchase.
5. How do I track my order?
Once your order has been shipped, you will receive both an email and an SMS notification containing your tracking information.
Simply click the tracking link provided in the email or text message to monitor your shipment's progress.
6. Can I change my delivery address after placing my order?
Yes, you can update your delivery address only if your order has not yet been shipped.
Please contact us as soon as possible through our Contact Us form or Live Chat, and we'll do our best to update your shipping details before dispatch.
7. Is it safe to use my credit or debit card on your website?
Absolutely.
We use secure third-party payment processors to handle all credit and debit card transactions. These providers are PCI DSS compliant, meeting the highest industry security standards for storing, processing, and transmitting payment information.
Your payment details are protected using industry-standard encryption technology to ensure a safe and secure shopping experience.