How long does it take to ship my order?

Standard delivery times are currently:

• United States: 3-10 Business Days
• United Kingdom: 5-13 Business Days
• Canada: 5-13 Business Days
• Australia, New Zealand: 5-13 Business Days
• Mexico, Central America, South America: 5-13 Business Days
• Europe: 5-13 Business Days

How long does processing my order take?

Processing all orders regardless of type of shipping chosen, currently takes:

• 1-3 Business Days

Do you provide tracking information?

Yes we do, you will receive an email once your order ships that contains your tracking information.

Where do you ship from?

All packages are shipped from our warehouse in California, United States by DHL, FedEx or USPS depending on the weight and size of the product.

Do you ship worldwide?

Yes. We provide shipping to over 200 countries around the world. However, there are some location we are unable to ship to. If you happen to be located in one of those countries we will contact you.

What about customs?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

If you have any questions regarding your package, please contact us via the contact form.

My tracking says “no information available at the moment”.

For some shipping companies, it takes 3-10 business days for the tracking information to update on the system.

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

If you have any other questions, please feel free to contact us.

What is shipping insurance

When you select our insured shipping option, what this means is in the event your order is lost during transit, as indicated by your tracking number (e.g your tracking number states it has not arrived), you will receive either a replacement order which we will ship to an alternative address or a full refund if you don’t receive your order within 45 days (or 80 days for Russia). Please note that insured shipping only takes affect after 45 days have passed since the day you received your tracking number.

Insured shipping also includes covering damages to merchandise which occurred during shipment e.g package arrive damaged which evidently damaged the merchandise. If such damage has occurred we will require photo evidence within 1-3 days of receiving the merchandise in order to process this claim.

Returns

Luminesk.com provides a 14 day returns policy. However we are not obligated to offer you a full refund or exchange If you contact us 14 days after receiving your purchase.

To be eligible for a return, your item must be unused and in the same condition that you received it in. It must also be in the original packaging.

Please do not send your goods to us for a refund or exchange until you have been approved.

To gain approval for a refund or exchange please provide the following:

• An email requesting a refund or exchange within 14 days of receiving the goods.
• 2-3 photos of the product with tags still attached
• An email explaining your reasons for an exchange or refund

Once we have this information we will then assess how to move forward.

If you have been approved for a refund we will notify you by email and provide you with the details on how to process the refund.

There are certain situations where only partial refunds are granted (if applicable)

• Product with obvious signs of use
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 14 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your money will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Full refunds are not available in the following circumstances:

• Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
• Your order did not arrive due to exceptional circumstances outside our control (i.e. not cleared by customs, delayed by natural disaster)
• Your order tracking states the your package has been delivered even when you state otherwise
• Other exceptional circumstances outside the control of Luminesk.com

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@luminesk.com

Exchanges (if applicable)

We only replace items if they are defective or damaged within 14 days of receiving the product by post. If you need to exchange it for the same item, send us an email at hello@luminesk.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

All returned goods require a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.