At Lumen Design, we want your shopping experience to be safe, smooth, and transparent. Below you will find all the information regarding handling, delivery, warranty, returns, and claims.
Handling Time
We start processing your order as soon as it has been placed. Normally, it takes 2–3 business days before the package is shipped, excluding weekends and public holidays. During periods of high demand, campaigns, or sales, handling times may be slightly longer, but we always do our best to ship your order as quickly as possible.
Delivery Time
Once the package has been shipped, it usually takes 5–10 business days to reach you, depending on the courier and delivery address. Please note that factors beyond our control – such as weather, transport delays, or customs processing – may affect delivery times.
Shipping Options & Costs
We offer free and trackable shipping on all orders.
If you have special requests, you can contact us to explore the possibility of express shipping for an additional fee.
Address Changes
If you need to change the delivery address for an order already placed, please contact us as soon as possible at contact@lumen-design.com
We will do our best to update the address, but we cannot guarantee changes once handling has begun.
Returns & Refunds
We want you to be completely satisfied with your purchase from us. That’s why we offer a 30-day return policy from the day you receive your order.
Return Conditions
• The product must be unused, undamaged, with all tags attached, and in the original packaging.
• You may try the product as in a physical store, but it must not be used in a way that prevents resale.
• Products that have been used, washed, modified, or damaged will not be accepted for return.
• You must provide your order number or receipt.
Return Process
• Contact us at contact@lumen-design.com within 30 days of receiving your order.
• Once your return has been approved, we will send you instructions and the return address.
• Return shipping is paid by the customer. We do not provide prepaid return labels.
• Returns sent without contacting us first will not be accepted.
Refunds
• We will confirm by email once we have received and inspected the return.
• If approved, refunds are processed via the original payment method within up to 7 business days.
• Processing time may vary depending on your bank or card issuer.
• Original shipping and return costs are non-refundable.
Returns After 30 Days
We cannot accept returns sent after 30 days.
Damages, Errors & Claims
We want you to always feel secure when shopping with us. If something goes wrong, we’ll help you right away.
• Wrong product or size: Contact us within 48 hours at contact@lumen-design.com and we will send the correct item free of charge.
• Damaged or defective product: Contact us within 24 hours with photo or video evidence. If approved, we will send you a replacement free of charge.
• Issues after 30 days: We can offer a replacement, but not a refund.
Exchanges
For exchanges, follow the return process. Once approved, you can place a new order.
A shipping fee of 6 EUR applies to exchanges.
Cancellations & Order Changes
You may cancel or change your order within 60 minutes of placing it.
Email us at contact@lumen-design.com with your order number and we will assist you.
Unclaimed Packages
If a package is not collected or is refused, a fee of 35 EUR will be charged to cover administrative costs and return shipping.
Warranty
In addition to your statutory rights, we offer a 1-year warranty on all our products.
The Warranty Covers
• Manufacturing defects
• Material defects
• Functional issues not caused by misuse
The Warranty Does Not Cover
• Normal wear and tear
• Damage caused by misuse, accidents, or lack of care
• Modifications to the product
How the Warranty Works
If a fault occurs within the warranty period, contact us at contact@lumen-design.com with your order number and details (photos or video preferred).
We will then either:
• Repair the product, or
• Replace it with a new one, or
• Refund the purchase price if neither option is possible
The warranty does not affect your statutory consumer rights.
Contact
For any questions about shipping, delivery, warranty, returns, or claims, contact us at contact@lumen-design.com – we are happy to help.