Frequently asked questions
Frequently Asked Questions (FAQ)
Do you ship internationally?
At this time, we deliver exclusively to the United States, United Kingdom, Australia, Canada, and New Zealand. For further details, please check our shipping information or get in touch with our support team.
How can I check my order status?
After placing your order, you’ll receive a confirmation email. Once your package is on its way, we’ll send another email with tracking information. You can also view your order status by logging into your account and visiting the orders section.
Is it possible to change my order?
Changes can only be made if the order has not yet entered the shipping process. To request an update, please contact our customer support team through the Contact form or live chat.
Can I cancel my order?
Order cancellations are not accepted after 24 hours unless the wrong item was purchased. If you decide not to proceed, please email us within 24 hours of production starting, as payments cannot be reversed after this stage.
How do I track my shipment?
Once your order has been dispatched, you will receive an email and a text message containing your tracking details. Simply use the link provided to follow your delivery.
Can I update my delivery address?
If your order hasn’t been shipped yet, we may be able to update your delivery address. Please reach out to us via the Contact form as soon as possible.
What is your return policy?
We offer an easy return process for most items. If you’re not completely satisfied with your purchase, please review our return policy for full details.
How can I get in touch with customer support?
You can contact us through the website’s contact form or by email.
📧 info@lumopetco.com
How long does order processing take?
Orders are generally prepared and shipped within 48 hours of being placed.
What are the delivery times?
Standard delivery usually takes 3–5 business days. Delivery times may be longer for oversized products.
Is shipping free?
Yes, all orders qualify for free shipping.
Which payment methods do you accept?
We support the following payment options:
Visa, Mastercard, and American Express
PayPal
Shop Pay
Google Pay
UnionPay
Discover
Diners Club
Apple Pay
Do I need to create an account to order?
No account is required — you’re welcome to check out as a guest.
Is my payment information secure?
Absolutely. We work with trusted, secure payment providers to ensure your payment details are fully protected.
Experiencing an issue with your order?
Please contact our support team at info@lumo.com, and we’ll be happy to assist you.
How is my personal data handled?
We take data protection seriously and comply with strict privacy and security regulations.
What warranty do you offer?
All our products come with a 3-year warranty. Warranty terms are listed on each product page. For assistance, contact info@lumo.com.
Can I return or exchange an item?
Yes, provided that:
The product was purchased from our online store.
The item remains unused.
It is returned in its original packaging with all tags attached.
The request is submitted within 14 days of delivery.
To start a return or exchange, please use the Contact form and our team will assist you promptly.
