FAQ

Shipping

Why don’t you have any recent Sumeru characters?

We’re currently not making enough profit to justify making new Sumeru designs, but we’re still taking requests! If demand from our requests is high enough we’ll do a new batch with Nahida and some of the other Sumeru characters (alongside any highly requested characters from elsewhere, such as Ayato)!

When will my order arrive?

We try to keep our shipping time as low as possible, usually 7-12 days, however it does vary from country to country. Also, keep in mind that it generally takes 1-5 days to get your order shipped, as our lamps are made to order!

If your order takes over the expected shipping time to arrive, feel free to get in touch and we'll check your order status!

What countries do you ship to?

We deliver to most countries worldwide!

If you have any concerns that we may not ship to your country, please contact us at contact@luminelights.com and we will get back to you as soon as possible (usually within 1 business day).

How much is shipping?

We offer free tracked shipping worldwide, to every country our carrier ships to!

Can I track my order?

Yes! After your order has been shipped, you will receive a shipping confirmation email with your order's tracking number. You can use this number over the Track Your Order page in our store. 

Do you collect VAT?

Starting July 1st, 2021, all EU customers are required to pay VAT upon delivery of all orders.

To improve your delivery experience, all our prices include VAT for all orders to Europe.

Orders & Returns

Are the character panels swappable?

Yes! All our designs are laser-etched on an acrylic panel which is inserted into a lamp base, and can be swapped with other panels from our store.

Can I cancel or modify my order?

If your order has not already been processed or shipped, we can cancel it freely and you can re-place your order with any changes you'd like.

If this is the case, please shoot us an email as soon as possible to contact@luminelights.com! We try to process orders as quickly as possible and so it's imperative you contact us ASAP in order to modify or cancel your order.

However, there is a chance we may have already processed your order, in which case there is nothing we can do until you receive your package, at which point you can lodge a return with us if you're still unsatisfied. In this case, please refer to our Return Policy or the question "Can I return an item?" within our FAQ. 

For your note: our order processing time is generally 1-7 business days.

My order has arrived but it’s broken or faulty. What do I do?

If your lamp arrives faulty or broken, or you receive the wrong design, please email us right away at contact@luminelights.com with photos of your damaged or wrong item and your order details and we'll be happy to help! 

Can I return an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged and contained in its original packaging. If you would like to return an order, please send us an email at contact@luminelights.com with your order details and your reason for returning and we'll get back to you as soon as possible. Unfortunately, we cannot cover return shipping costs at this time. 

We aim to process refunds within three business days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account.