Shipping Policy

Last updated: 27 October 2026

Thank you for shopping with LUUMA™.

We are committed to providing a reliable and transparent shopping experience. This Shipping Policy explains how orders are processed, where we deliver, how shipping charges are calculated, and what happens if your delivery is delayed, lost or damaged.

1. Order Processing

Once your order has been placed and payment has been confirmed, we will begin preparing it for dispatch.

Orders are processed as promptly as reasonably possible, subject to product availability, payment verification, warehouse operations and public holidays.

Processing time refers to the period required to prepare an order before it is handed to the delivery carrier.

Order processing time and shipping transit time are separate.

Once your order has been dispatched, we will send you a shipping confirmation email with tracking information where available.

2. Shipping Destinations

LUUMA™ currently delivers to customers within the United Kingdom.

Available shipping services and any postcode restrictions will be confirmed at checkout.

We do not currently offer general international shipping outside the United Kingdom.

3. Shipping Methods and Delivery Times

Estimated UK delivery time: 5–7 business days

Our standard shipping service has an estimated transit time of 5–7 business days from dispatch.

Business days exclude weekends and UK public holidays.

Order processing time is separate from this estimated shipping transit time.

Actual delivery dates may occasionally vary due to:

• Public holidays and peak shopping periods.

• Carrier delays or transport disruptions.

• Customs processing where applicable.

• Severe weather or unexpected circumstances outside our reasonable control.

We will take reasonable steps to minimise disruptions and keep customers informed of significant delays.

Your statutory delivery rights

Unless a different delivery period has been agreed, we will deliver your goods without undue delay and no later than 30 days after the purchase contract is entered into.

If we fail to deliver within an agreed or legally required period, you may be entitled to request delivery within an additional appropriate period or cancel your order, depending on the circumstances.

Where delivery by a particular date was essential and the relevant legal conditions are met, you may be entitled to cancel without allowing additional time.

If your order is lawfully cancelled because of non-delivery, we will provide the refund required by applicable consumer protection law without undue delay.

Nothing in this policy limits your statutory delivery rights.

4. Shipping Costs

Shipping charges, where applicable, are displayed during checkout before you confirm your purchase.

The amount charged may depend on your delivery address, selected shipping method, order contents and available delivery services.

Free shipping may be offered on selected products, orders or promotional campaigns.

Where free shipping applies, this will be clearly displayed on our website or at checkout.

Any compulsory shipping charges will be disclosed before payment.

5. International Fulfilment

Some LUUMA™ products may be prepared and dispatched through international fulfilment partners, including warehouses outside the United Kingdom.

As a result, your order may be shipped directly from an overseas facility.

International fulfilment can involve additional transport stages and customs processing.

If your order contains multiple items, they may occasionally arrive in separate parcels.

Where available, we will provide relevant tracking information for individual shipments.

LUUMA™ remains responsible for fulfilling your order and meeting applicable consumer protection obligations, regardless of where our suppliers or fulfilment partners are located.

You will not be required to contact our overseas suppliers directly to exercise your statutory rights.

6. UK Customs, VAT and Import Charges

Some orders may be shipped into the United Kingdom from international warehouses.

Depending on the nature and value of the goods, their country of origin and the applicable import arrangements, VAT, customs duties or other import-related charges may apply.

We aim to provide clear and accurate pricing information before customers complete their purchases.

Where applicable, taxes or import charges collected by LUUMA™ will be reflected in the price or checkout information as required by law.

If any import duties, taxes or carrier handling charges are payable separately by the customer upon import or delivery, this arrangement and the relevant charges will be disclosed before purchase as required by applicable law.

We will not seek to impose undisclosed compulsory charges on customers after checkout.

Unexpected customs charges

If a delivery carrier requests an unexpected customs payment, import tax or handling fee that was not disclosed before purchase, please contact us at luumaofficial@gmail.com before making the payment.

We will investigate the charge and work towards an appropriate resolution in accordance with applicable law and our contractual obligations.

Customers should not assume that an unexpected payment request is automatically their responsibility.

We remain responsible for meeting our own applicable VAT, customs and consumer protection obligations.

7. Order Tracking

Where tracking is provided by the delivery service, you will receive a shipping confirmation email containing your tracking number or tracking link.

Tracking information may not become available immediately after dispatch.

Some shipments may pass through multiple carriers or international processing facilities before reaching their destination.

During these stages, tracking updates may occasionally be delayed.

If your tracking information has not updated for an extended period or you are concerned about your delivery, please contact our customer support team.

8. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing accurate and complete delivery information during checkout.

Please review your shipping address carefully before placing your order.

If you notice an error, contact us as soon as possible at luumaofficial@gmail.com.

We will make reasonable efforts to correct the address before dispatch.

However, changes cannot always be made once an order has entered the shipping process.

If an incorrect address supplied by the customer results in additional delivery costs or a failed delivery, we will discuss the available options and applicable charges with the customer.

Nothing in this section removes our responsibility for errors caused by LUUMA™ or our appointed delivery providers.

9. Lost, Missing or Damaged Parcels

We want every order to arrive safely and in satisfactory condition.

If your parcel is lost, arrives damaged or cannot be located, please contact us at:

luumaofficial@gmail.com

Include your order number and a description of the issue.

We will investigate the matter with the delivery provider and determine the appropriate resolution.

Depending on the circumstances and your statutory rights, this may include a replacement or refund.

Responsibility during delivery

Under applicable UK consumer law, goods generally remain at our risk until they come into your physical possession or the physical possession of a person you have identified to receive them.

An exception may apply where you independently arrange a carrier that was not offered by LUUMA™.

We do not automatically transfer responsibility for a missing or damaged parcel to the customer merely because the order has been dispatched.

If tracking indicates that an order has been delivered but you have not received it, please contact us so that we can investigate.

We will consider the available delivery evidence and our legal obligations before determining the outcome.

10. Delayed Deliveries

Our estimated standard UK shipping transit time is 5–7 business days from dispatch.

Although we aim to meet this timeframe, occasional delays may occur.

If your order is delayed beyond the estimated delivery window, please contact our customer support team.

We will investigate the delay and provide available delivery information.

If we fail to deliver within the agreed or legally required period, you may be entitled to request delivery within an additional appropriate period.

In circumstances specified by law, you may also be entitled to cancel your order and receive a refund without allowing additional time.

We will not require customers to wait indefinitely for an undelivered order.

Your statutory rights relating to late or failed delivery remain unaffected.

11. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

We will attempt to accommodate reasonable requests before dispatch where operationally possible.

Once an order has been dispatched, we may be unable to intercept the parcel or change its delivery details.

However, dispatch does not remove your statutory cancellation rights.

For most goods purchased online in the United Kingdom, customers have a right to cancel without giving a reason within 14 days after receiving their goods, subject to applicable statutory exceptions.

You may also notify us of your decision to cancel before delivery.

Where goods have already been dispatched, we will explain the appropriate cancellation and return procedure.

For further information, please review our Refund Policy:

https://luumaofficial.com/policies/refund-policy

12. Returns and Return Shipping

If you wish to return an item, please contact our customer support team before sending it.

We will provide the appropriate return instructions and return destination.

Please do not send goods directly to an international supplier or to our registered office unless we have expressly instructed you to do so.

For change-of-mind returns under the statutory cancellation right, customers may be responsible for direct return postage costs where this was properly disclosed before purchase and is permitted by law.

For faulty, damaged, incorrect or misdescribed goods, LUUMA™ will cover reasonable return costs where required by applicable law.

In some circumstances, we may offer a replacement or refund without requiring the original item to be returned.

Any such arrangement will be communicated directly to the customer.

Our return procedures do not limit your statutory consumer rights.

Please refer to our Refund Policy for further details.

13. Customer Support

If you have questions about shipping, delivery times, tracking, customs charges or missing parcels, our customer support team is available to assist you.

LUUMA™ Customer Support

Email: luumaofficial@gmail.com

Website: https://luumaofficial.com

Please include your order number when contacting us about an existing purchase.

We aim to respond to customer enquiries as promptly as reasonably possible.

14. Changes to This Policy

We may update this Shipping Policy to reflect changes in delivery services, fulfilment arrangements, operational procedures or legal requirements.

The latest version will be available on this page.

Changes will not retrospectively remove contractual rights relating to orders already accepted.

Nothing in this policy excludes or restricts rights that customers have under applicable consumer protection legislation.

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