Shipping policy
Last updated: 30 September 2024
Thank you for shopping with Lumorie.
As our products are personalised and made especially for each customer, every order requires a production period before it is dispatched.
Please read this Shipping Policy carefully to understand our production and delivery times.
1. Production Time
All personalised Lumorie products require time to be prepared and produced before dispatch.
Our standard production time is:
1–3 business days
Production begins after:
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Your order has been successfully placed
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Payment has been confirmed
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We have received the information required to create your personalised product
Business days are Monday to Friday, excluding UK public holidays.
2. Delivery Time
After your order has completed production and has been dispatched, delivery may take:
Up to 10 business days
The delivery period begins from the date your order is dispatched, not from the date the order is placed.
3. Estimated Total Delivery Time
Your estimated total timeframe consists of:
Production: 1–3 business days
Delivery: Up to 10 business days
This means that, under normal circumstances, your order may take up to approximately:
13 business days from order processing to delivery
Please remember that weekends and public holidays are not counted as business days.
4. Order Processing
Once your order has been placed and payment has been confirmed, we will begin preparing it for production.
You will normally receive an order confirmation by email.
Please carefully review your order confirmation, including:
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Product selected
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Personalisation details
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Photograph uploaded
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Names or messages
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Quantity
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Delivery address
If you notice an error, please contact us as soon as possible at:
Because personalised products may enter production shortly after the order is placed, we cannot guarantee that changes can be made once production has started.
5. Personalised Products
Lumorie products are created specifically for each customer.
Personalisation may include photographs, names, dates, messages and other customer-supplied information.
For this reason, the 1–3 business day production period is separate from the delivery period.
Once your product has been completed and handed to the delivery provider, the delivery period of up to 10 business days begins.
6. United Kingdom Delivery
We deliver to UK addresses available during checkout.
The standard estimated timeframe is:
Production: 1–3 business days
Delivery: Up to 10 business days after dispatch
Any applicable shipping charges will be displayed during checkout before you complete payment.
7. European and International Delivery
Lumorie may also deliver to selected European and international destinations made available during checkout.
Unless a different timeframe is displayed at checkout, our standard estimated timeframe is:
Production: 1–3 business days
Delivery: Up to 10 business days after dispatch
International deliveries may occasionally be affected by:
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Customs procedures
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Local postal networks
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Import inspections
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Public holidays
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Events outside our reasonable control
Where a different delivery estimate applies to a particular destination, this will be communicated during checkout or through your order information.
8. Shipping Costs
Shipping costs, where applicable, will be displayed during checkout before your order is completed.
Shipping charges may vary depending on:
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Delivery destination
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Products ordered
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Shipping method
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Promotional offers
Where free delivery is offered, any applicable conditions will be displayed on our website.
9. Order Tracking
Where tracking is available, we will provide tracking information after your order has been dispatched.
Please note that tracking information may take some time to update after the parcel has been handed to the carrier.
Tracking updates may be provided by Lumorie or directly by the delivery company.
10. Multiple Products
If your order contains more than one product, items may occasionally be produced or shipped separately.
This means:
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Products may arrive on different dates
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You may receive more than one tracking number
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Receiving one item before another does not necessarily mean part of your order is missing
If you have concerns about an incomplete delivery, please contact:
11. Delivery Address
Customers are responsible for ensuring that the delivery information provided during checkout is complete and accurate.
Please carefully verify:
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Recipient name
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House or building number
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Street
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City
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Postcode
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Country
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Telephone number, where requested
If you notice an address error after placing your order, contact us immediately.
If the parcel has not yet been dispatched, we will make reasonable efforts to update the address.
However, we cannot guarantee address changes once the order has been dispatched.
12. Incorrect or Incomplete Addresses
If an order cannot be delivered because the customer provided an incorrect or incomplete delivery address, the parcel may be returned to the sender or fulfilment facility.
If this happens, please contact us.
Where permitted by law, additional shipping charges may apply if a new shipment is required because incorrect delivery information was provided by the customer.
This does not apply where the delivery issue was caused by an error made by Lumorie.
13. Failed Delivery Attempts
Delivery providers may attempt delivery more than once depending on their procedures.
If nobody is available to receive the parcel, the carrier may:
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Attempt another delivery
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Leave the parcel in an authorised safe place
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Deliver the parcel to a local collection point
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Provide instructions for rearranging delivery
Please regularly check your tracking information once your order has been dispatched.
14. Delivery Delays
Our standard delivery timeframe is up to 10 business days after dispatch.
Although most orders should arrive within this period, occasional delays may occur due to circumstances such as:
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Severe weather
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Customs processing
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Delivery network disruption
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Public holidays
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High seasonal demand
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Incorrect delivery information
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Events outside our reasonable control
If 10 business days have passed since your order was dispatched and you have not received it, please contact:
We will investigate the shipment and assist you with the appropriate next steps.
Your statutory rights in relation to delayed delivery remain unaffected.
15. Lost Parcels
If your parcel appears to have been lost, please contact us.
We may need to investigate the shipment with the relevant delivery provider before confirming that the parcel is lost.
If an order is confirmed as lost before it has been delivered to you or another person nominated by you to receive it, Lumorie will provide an appropriate solution in accordance with applicable consumer law.
This may include:
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A replacement; or
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A refund where appropriate.
16. Orders Marked as Delivered
If your tracking information states that your order has been delivered but you cannot locate it, please:
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Check around the delivery location
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Check any safe place mentioned by the carrier
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Ask other members of your household
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Check with neighbours where appropriate
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Review the carrier's tracking information
If you still cannot locate your parcel, contact us as soon as possible at:
We will investigate the delivery with the relevant carrier where appropriate.
A tracking status showing “delivered” does not automatically remove any statutory rights you may have.
17. Damaged Orders
If your parcel or product arrives damaged, please contact us as soon as possible.
We recommend providing:
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Your order number
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Photographs of the external packaging
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Photograph of the shipping label
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Photographs or video of the damaged product
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A description of the issue
Send this information to:
We will review the issue and provide an appropriate solution in accordance with our Returns & Refunds Policy and applicable consumer law.
18. Responsibility for Delivery
For consumer orders, Lumorie remains responsible for the goods until they are delivered into the physical possession of you or another person identified by you to receive them, except where applicable law provides otherwise.
The fact that a third-party delivery company transports the parcel does not in itself transfer responsibility for the goods to the customer before delivery.
19. Orders for Special Occasions
If you are ordering a personalised product for a particular occasion, please take our full estimated timeframe into account.
Our standard timeframe is:
1–3 business days for production + up to 10 business days for delivery
We strongly recommend ordering in advance for occasions such as:
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Birthdays
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Anniversaries
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Weddings
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Valentine's Day
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Mother's Day
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Father's Day
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Christmas
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Other special occasions
Unless Lumorie expressly confirms a guaranteed delivery date, estimated delivery dates should not be treated as guaranteed arrival dates.
20. Changes After Dispatch
Once an order has been dispatched, we may not be able to:
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Change the delivery address
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Change the recipient
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Change the delivery method
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Cancel the shipment
Depending on the carrier, additional delivery options may be available through their tracking service.
21. Customs, Import VAT and Duties
For international orders, customs duties, import VAT or other local charges may apply depending on the destination country.
Where Lumorie collects applicable taxes or charges during checkout, this will be reflected in the total price of your order.
Where additional import charges are payable directly by the recipient and have not been collected by Lumorie, the customer may be responsible for paying them.
Lumorie does not control fees imposed independently by customs authorities.
22. Refused or Unclaimed Parcels
If a parcel is refused, not collected or otherwise returned to the sender, please contact us.
Because personalised products are created specifically for each customer, refusing or failing to collect a personalised item does not automatically create a right to a refund.
Any refund, redelivery or other solution will depend on the circumstances and applicable consumer law.
23. Returns
Returns are handled under our separate Returns & Refunds Policy.
Please contact Lumorie before returning any item.
Do not automatically return a product to the address printed on the parcel, as the correct return address may be different from the original dispatch location.
24. Events Outside Our Reasonable Control
Production or delivery may occasionally be affected by circumstances outside our reasonable control, including:
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Severe weather
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Natural disasters
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Industrial action
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Customs disruption
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Government restrictions
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Major transport disruption
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Delivery network interruptions
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Significant technical failures
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Other exceptional events
Where such circumstances occur, we will take reasonable steps to minimise disruption and assist affected customers.
Nothing in this section limits your mandatory consumer rights.
25. Contact Us
If you have questions about the production, dispatch, tracking or delivery of your Lumorie order, please contact:
Lumorie
Website: lumorie.uk
Email: Contact@lumorie.uk
Customer Service Hours:
Monday to Friday, 09:00–18:00 (UK time)
Standard Lumorie Delivery Time
Production: 1–3 business days
Delivery: Up to 10 business days after dispatch
Estimated total: Up to 13 business days
