Frequently asked questions

Everything you might want to know about ordering from Luma & Home. If we haven't covered it, email support@lumaandhome.co.uk — we normally reply within one business day.

Orders & delivery

How long does delivery take?

UK delivery costs a flat £8.95 per order, regardless of how many items you add. There is no minimum spend or free-delivery threshold. Your order may arrive in separate parcels, but there is no extra delivery fee for those parcels. Orders are normally prepared and dispatched within around 4 business days. Delivery after dispatch typically takes around 10–15 business days. Please allow up to 20 business days from the date you place your order, and occasionally longer during especially busy periods or carrier delays. We will email you as your order progresses and send a tracking link as soon as it becomes available.

What happens before tracking becomes available?

Orders normally spend around 4 business days in preparation, quality checks and dispatch. The parcel then moves through our fulfilment and carrier network. Tracking can take a little longer to appear while the shipment is transferred and receives its first carrier scan. We will email your tracking link automatically as soon as it becomes available.

Do you ship outside the UK?

Not at the moment. Luma & Home currently delivers to UK addresses only.

Are import duties and VAT included in the price?

The price shown at checkout is the amount you pay to Luma & Home. We do not expect UK customers to be asked for an additional import payment on delivery. If a carrier unexpectedly requests one, do not pay it before contacting support@lumaandhome.co.uk.

How do I track my order?

You will receive a tracking email after your parcel has been dispatched. You can then visit our tracking page and enter your order number and email address. A new tracking number can take 24–48 hours to show its first carrier scan.

Can I change or cancel my order after placing it?

Email support@lumaandhome.co.uk as soon as possible and we will do our best to help before the order is dispatched. We cannot guarantee changes once fulfilment has started.

Returns & refunds

What is your returns policy?

You normally have 14 days from receiving an online order to tell us that you want to cancel, followed by a further 14 days to return it. Faulty, damaged or incorrect goods are handled separately under your statutory rights. See our full refund policy for details.

Who pays for return shipping?

For a change-of-mind return, you are responsible for arranging and paying the direct return cost. The return address may be outside the UK, including China or Sweden, depending on the item and fulfilment location. International return costs vary by parcel size, weight, carrier and destination. If an item is faulty, damaged or incorrect, contact us before returning it so we can arrange the appropriate solution and cover reasonable return costs where required. For a complete statutory cancellation, the original £8.95 standard delivery fee is refunded where required by UK law; it is not normally refunded on partial returns.

How long do refunds take?

Approved refunds are issued to the original payment method. We process them within 14 days after receiving the returned goods or acceptable evidence that they have been sent back, as applicable. Your bank or payment provider may then need additional time to display the refund.

What if a product arrives damaged or faulty?

Email support@lumaandhome.co.uk as soon as possible with your order number, a description of the problem and clear photos where practical. We will review the issue and arrange an appropriate replacement, refund or other remedy. Please do not dispose of the item until we have replied.

Products & materials

What materials are your products made of?

Materials and care instructions vary by product. Please use the information on the individual product page. If you need confirmation about a material, measurement or care instruction before ordering, email us and we will check it for you.

Where are your products made?

We work with manufacturing and fulfilment partners in different locations, so the country of origin varies by product. Contact us before ordering if you need the country of origin for a particular item.

Payment & security

What payment methods do you accept?

We accept major credit and debit cards through Shopify's secure checkout. Apple Pay, Google Pay and Shop Pay may also be shown when supported by your device and browser. The payment options currently available to you are displayed at checkout.