FAQ

Find quick answers below. If you can’t find what you need, contact us at contact@lumavoll.shop.

Orders

How do I place an order?
Add your items to the basket, go to checkout, enter your delivery address and payment details, and confirm. You will receive an order confirmation email right away.

Can I change or cancel my order?
Contact us as soon as possible at contact@lumavoll.shop with your order number. We can change or cancel an order only if it has not been dispatched yet.

I didn’t receive an order confirmation email. What should I do?
Check your spam or junk folder first. If it isn’t there, contact us with the email address you used at checkout.

What payment methods do you accept?
We accept the payment methods shown at checkout, such as major credit and debit cards and PayPal. Payments are processed securely, and we never see or store your full card details.

Shipping and Delivery

Which countries do you ship to?
We currently ship to addresses in the United Kingdom only (England, Scotland, Wales and Northern Ireland). We do not deliver to PO boxes or pick-up points.

How much does shipping cost?
Standard shipping is free on all orders, with no minimum order value.

How long will my order take to arrive?
Delivery typically takes 3 to 5 business days in total: 1 to 2 business days for handling, plus 2 to 3 business days in transit. Orders placed before 2:00 PM (UK time) on a working day are processed that day.

Do you ship on weekends or bank holidays?
No. Orders are processed and shipped Monday to Friday, excluding UK public holidays.

How can I track my order?
Once your order ships, we email you a tracking number. Use it on the carrier’s website, or on our Track Your Orderpage.

My order hasn’t arrived. What should I do?
If it has not arrived within 7 business days of dispatch, contact us with your order number and we will investigate with the carrier.

I entered the wrong address. Can you fix it?
Contact us immediately. If the parcel has not been dispatched, we can update it. If it is returned to us because of an incorrect address, we may contact you to re-ship it, and extra shipping charges may apply.

Returns and Refunds

What is your return policy?
You can return items within 30 days of receiving them, for a refund or an exchange. Items must be new, unused and in their original packaging.

How do I return an item?
Email contact@lumavoll.shop with your order number and say whether you want a refund or an exchange. We will reply within 1 to 2 business days with a free prepaid return label to download and print.

Do I have to pay for return shipping or restocking?
No. Return shipping is free, and we do not charge restocking fees.

When will I get my refund?
Approved refunds are processed within 7 days of us receiving your return, and are issued to your original payment method. Your bank may need a few extra days to show it.

Can I exchange an item?
Yes, for a different size, colour or variant, subject to availability. If the item you want is out of stock, we will issue a full refund instead.

My item arrived damaged or defective. What now?
We’re sorry about that. Contact us within 30 days of delivery with your order number and photos. We will send a replacement or a full refund and cover all return costs.

Products

Are your products genuine and as described?
Yes. We select each product with care and describe it as accurately as possible. Colours may vary slightly depending on your screen.

What materials are your products made from?
Materials are listed on each product page. Please check the product description for details of the specific item.

Do your lamps come with bulbs and plugs?
Please check the product description, as this varies by item. All electrical products are supplied with a UK plug unless stated otherwise.

How do I care for my product?
Wipe with a soft, dry cloth and avoid harsh chemicals. Always switch off and unplug electrical items before cleaning.