Delivery and Returns
Festive Season Opening Times
We'll be closed from midday on Monday, 23 December, to Wednesday, 1 January 2025. Any orders placed after 12 pm on Monday, 23 December, will be dispatched starting Thursday, 2 January 2025.
Delivery to United Kingdom
Standard Delivery
On orders over £35 we offer a FREE standard delivery, usually via DPD. Standard delivery cost on orders under £35 is £4.20 (£3.50 +VAT) and is usually Royal Mail 2nd Class.
Express Delivery
To guarantee a next working day delivery, place your order by 3:30pm on a working day and choose Express delivery at the checkout. This costs £7.80 (£6.50 + VAT) and is usually sent via DPD (or Royal Mail 1st Class if the order value is under £35). A working day is Monday to Friday, excluding Bank Holidays.
UK inc. Northern Ireland, highlands and islands of Scotland, Scilly Isles; it does not include Channel Islands or Isle of Man. Delivery to outlying areas may take a little longer.
Please note that delivery is the responsibility of the courier, not Lumie. There may be delays, particularly before Christmas, during promotional periods, or if the weather is bad.
Delivery to Europe
Belgium, Czech Republic, Croatia, Denmark, Germany, France, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Austria, Poland, Portugal, Slovenia, Slovakia, Spain, Sweden
For orders from the European countries listed here, we offer STANDARD DELIVERY only via DPD. You should expect to receive your parcel in 1-5 working days.
Orders totaling €100 or more will incur a €5 shipping fee. Orders under €100 will be subject to a €15 shipping fee.
Bulgaria, Estonia, Romania, Finland
For orders from the European countries listed here, we offer STANDARD DELIVERY only via UPS. You should expect to receive your parcel in 3-5 working days. Standard delivery cost on all orders from the European countries listed here is €30.
Switzerland, Norway and Iceland
For orders from Switzerland, Norway and Iceland, we offer STANDARD DELIVERY only via FedEx. You should expect to receive your parcel in 4-5 working days. The standard delivery cost on all orders from Switzerland, Norway and Iceland is €35. Please note that in deliveries to Switzerland, Norway and Iceland import duties, taxes, or any other charges in the destination country are not included in the price of the product or postage.
Greece and Cyprus
For orders from Iceland, Greece and Cyprus, we offer STANDARD DELIVERY only via DPD. You should expect to receive your parcel in 1-5 working days. Standard delivery cost on all orders from Iceland, Greece and Cyprus is €30.
FREQUENTLY ASKED QUESTIONS
What should I do if my order hasn’t been delivered yet?
Please allow the expected delivery time indicated above for your order to arrive. During very busy periods or bad weather conditions delivery can sometimes take a little longer. Contact us on info@lumie.com if you still haven’t received your order by the time the expected delivery time has elapsed. If your order has been shipped via DPD or UPS , you can track your order on their website to see its whereabouts.
What happens if I’m not in when my order arrives?
When ordering you are given the option to enter any special delivery instructions, for example, ‘If out, please leave with a neighbour or on the front porch.’ If you’re out when DPD or UPS tries to deliver, they will likely leave you a card to show attempted delivery. You can then contact them directly to rearrange delivery on a day that suits you better or select an alternative address.
Can I choose a specific time or day for my delivery?
Unfortunately, you cannot choose a specific time for delivery. However, DPD will provide you with a 1-hour time slot on the morning of your delivery, so you will know when to expect it.
Can I have my order delivered to my work address?
A work address can sometimes be more convenient due to there being someone there to sign for the goods during the day. There aren’t any issues with us delivering to a different address to your home address. Please ensure when ordering you enter both your billing and delivery address and we will ensure it is sent to the correct place.
Can I track the delivery of my order?
Once your order has left one of our warehouses, you should receive an email with your tracking details. You can then go on to the courier’s website and enter your tracking number, it will then show you the status of your order.
Returns
Changing and cancelling orders
As we start to process your order as soon as we receive it, we are unable to change your order in most cases.
By law, you have a cooling-off period. This is the right to cancel any purchase and receive a full refund. To cancel an order, you need to let us know that you have decided to cancel by contacting our Customer Care Team on info@lumie.com up to 14 working days from the day after you receive the order. Please ensure you include your order number. You will receive written confirmation of the cancellation of your order within 1-2 working days.
Please note we reserve the right to deduct sums for any deterioration in the product caused by the consumer.
More info on how to log a return request below
45-day trial
Remember to keep all the original packaging - the outer box, gift box and internal packing. If you decide to return your light before your 45-day trial is up, you must:
- Return the Product(s) securely in the original packaging
- Where applicable, use the prepaid postage / drop-off label to send the parcel back to us
Please note that we do not refund delivery charges. If a unit is returned scratched or damaged, we may have to charge for any repair at a cost of £20/hour plus materials. We will always tell you what the problem is first and do not charge for minor problems. If you need further advice please email info@lumie.com.
More info on how to log a return request below
Faulty Product(s)
If your product appears faulty, please email our Customer Care Team at info@lumie.com and let us know about the fault you’re experiencing. You will hear back from us in 1-2 working days.
You are responsible for returning the faulty products to Lumie (unless otherwise notified by Lumie to you). Freight and insurance shall be prepaid by you and Lumie accepts no risk in respect of products which are being returned.
If you are returning a defective product under the Warranty, we will repair or replace (with either new or factory refurbished products) any defective product. Lumie shall inspect the returned product and Lumie’s decision on whether the product is faulty or defective shall be final. We aim to ship your repaired or replacement product(s) within 5 -10 working days from the day we receive the faulty product(s).
More info on how to log a return request below
Logging your return
To return a product, log your return request by emailing our Customer Care Team at info@lumie.com. You will receive written confirmation of the receipt of your return request within 1-2 working days. Included will be the details on how to return your product(s), and, if applicable, a free returns label will be provided to you.
Please note we may not be able to supply a free returns label in some instances. These include, but are not limited to:
a) the product(s) logged on the return request require(s) shipping from a country outside of the Lumie Service Region as specified in the Delivery section above;
b) the product(s) was (were) purchased more than six months before logging the return request.
If you are returning a product(s) for which we were unable to supply a free returns label, the product(s) must then be returned to us securely in the original packaging to one of the following addresses.
If:
- you are returning a product within the UK, the product(s) must then be returned to us securely in sturdy packaging at the following address:
Lumie, 3 The Links, Trafalgar Way, Bar Hill, Cambridge CB23 8UD, United Kingdom.
- you are returning a Product within the EU/EEA the product(s) must then be returned to us securely in sturdy packaging at the following address:
Lumie P/A , Tigers International Logistics BV, Schaapherdersweg 24, 2988CK Ridderkerk, Netherlands.
In this instance, it is your responsibility to pay for the return, preferably by Recorded Delivery for safety. We shall accept no risk in respect of products which are being returned.
If you are sending your product to our Service Department in England for repair from outside the UK, please ensure you clearly state the shipment purpose as "repair and return" when creating the airway bill.
Refunds
Where applicable, we'll give you a full refund as soon as we receive and process your return. Unless otherwise notified by Lumie, you should expect to see a credit to your account within 5 – 10 working days.