FAQ

1. What Payment Methods Are Accepted?

We offer secure and convenient payment options to make shopping easy and stress-free. You can make purchases using:

 

  • Visa
  • Mastercard
  • American Express
  • Apple Pay
  • Google Pay
  • Maestro
  • Shop Pay
  • UnionPay

2. What Is Lumi Melbourne’s Return Policy?

Your satisfaction is our top priority! If you're not fully satisfied with your purchase, we offer a 30-day return policy.

To be eligible for a return:

  • Items must be unused and in their original condition.
  • Items must include all original packaging and accessories.

To start a return, please contact us at info@lumi-melbourne.com, and our team will guide you through the process


3. How Long Will It Take to Receive My Order?

Here’s an overview of our shipping timelines within Australia:

  • Handling Time: 1–3 business days (Monday to Friday)
  • Transit Time: 5–7 business days (Monday to Friday)
  • Total Estimated Delivery Time: 6–10 business days
  • Order Cut-Off Time: 5:00 PM (GMT+10:00) Australian Eastern Standard Time (Melbourne)

4. Can I Exchange an Item?

Yes! We offer exchanges for the following situations:

  • Items damaged during shipping
  • Incorrect sizes or products delivered
  • Defective or faulty items

To initiate an exchange, please reach out to us at info@lumi-melbourne.com. Our support team will ensure you receive the correct item as soon as possible.


5. How Can I Track My Order?

Tracking your order is simple! Once your order is shipped, you’ll receive a tracking email. You can also visit the "Track Your Order" section on our website. to monitor your delivery status.


6. What Should I Do if My Package Is Lost or Delayed?

If your package appears to be lost or delayed, please contact us immediately at info@lumi-melbourne.com. We will work directly with our shipping partners to locate your package or arrange a suitable solution.


7. How Do I Contact Customer Support?

Our customer service team is always happy to assist you. You can reach us via:

Customer Service Hours:

  • Monday to Friday: 08:00 AM – 06:00 PM
  • Saturday and Sunday: 10:00 AM – 05:00 PM
  • We aim to respond to all inquiries within 24 hours.

8. Is Shipping Free?

Yes! We offer free shipping on all orders within Australia, so you can shop without worrying about additional fees.


9. What If I Receive a Damaged or Incorrect Item?

We sincerely apologize if you receive a damaged or incorrect product. Please contact us at info@lumi-melbourne.com right away, and we will organize a replacement or refund swiftly.


10. Where Is Lumi Melbourne Based?

We are proudly based at:
Leidsestraat 69L, 1017 NX Amsterdam, Noord-Holland, Netherlands


11. How Can I Provide Feedback or Suggestions?

We love hearing from our customers! If you have any feedback or suggestions to improve our service, please reach out to info@lumi-melbourne.com. Your insights help us grow and improve!