FAQs

1. Ordering & Payment

Q: How do I place an order?

  1. Browse our collections and select the lighting fixtures you love.
  2. Add to Cart.
  3. Proceed to Checkout, then enter your shipping information and choose your payment method.
  4. Confirm your order—you’ll receive an order confirmation email with tracking details.

Q: Do your shipping costs include VAT and customs charges?

A: Yes, all our listed shipping costs are inclusive of VAT and any applicable customs duties. There will be no additional fees upon delivery, so the price you see at checkout is the final amount you pay.

Q: What payment methods do you accept?

A: We accept major credit/debit cards (Visa, MasterCard, American Express), as well as PayPal—all processed securely for your protection.

Q: Can I cancel or modify my order?

A: Yes—you can cancel or modify your order within 24 hours of placing it. Please email customer service at contact@luminorlighting.com. After 24 hours, changes may be limited.

2. Shipping & Delivery

Q: Where do you ship from and to?

A: We ship worldwide from our warehouses. We can deliver to most destinations across the UK and Europe, ensuring reliable service and timely delivery.

Q: How long does shipping typically take?

A: Delivery times vary by region:

  • Most orders arrive within 2–5 weeks.
  • Custom or made-to-order items may require a few extra days.

Q: Do you offer express or expedited shipping?

A: Yes! Expedited shipping via DHL or FedEx is available and reduces delivery time to around 1–1.5 weeks. Please contact us for a quote before placing your order.

Q: Can I get tracking information for my order?

A: Absolutely. Once your order is dispatched, we’ll send you a tracking number via email so you can monitor its journey.

Q: What happens if there are delivery issues or the package is returned?

A:

  • If there’s an error in the delivery address or delivery attempts fail, help us by coordinating with the courier.
  • If the package is returned, we can reship it—additional shipping fees will apply and be communicated in advance.
  • If you'd prefer a refund, we can process it once we receive the returned package, minus original shipping costs.

3. Returns & Exchanges

Q: What is your return & exchange policy?

A: At Luminor Lighting, customer satisfaction is our top priority. We offer a 30‑day return and exchange window from the delivery date. To be eligible, items must be unused, uninstalled, and returned in their original packaging with all components intact. Customized or made-to-order items are non-refundable but remain covered under our quality warranty. Please contact us before returning any item at contact@luminorlighting.com to obtain a return authorization number.

Q: How do I initiate a return?

A:

  1. Email contact@luminorlighting.com within 30 days of delivery to request a return authorization number.
  2. Once authorized, pack the item in its original product box, then inside a secure outer shipping box.
  3. Include your order number and return authorization number inside the package.
  4. Ship via a trackable method of your choice—you cover the shipping cost.

Note: Please do not write or stick anything on the original product packaging. Unauthorized returns may be refused.

Q: When will I receive my refund?

A: We process refunds within 3 business days of receiving and inspecting the item. Refunds will be issued to your original payment method, and bank processing may take an additional 1–3 business days. Original shipping fees may be deducted. Refunds may be refused for items that are installed, used, damaged, or incomplete.

Q: My item arrived damaged—what should I do?

A: Please contact us within 7 days of delivery, providing clear photos of the damaged product and packaging. We will arrange a replacement or partial refund depending on the issue. Claims submitted after 7 days may not be accepted.

Q: Do you offer a warranty?

A: Yes—every product includes a 180‑day quality guarantee against manufacturing defects. The warranty does not cover damage from incorrect installation, normal wear and tear, or customer misuse. To file a claim, email a description and photos of the defect to contact@luminorlighting.com.

Need More Help?

If your question wasn't covered, we're here to assist. Reach out to our customer service team at contact@luminorlighting.com, and we'll get back to you as soon as possible.