Shipping policy
Order processing
Because each Luma Gift is personalized, orders are normally prepared within 1-3 business days after payment and your submitted personalization details are confirmed. Business days do not include weekends or public holidays.
Processing time is separate from shipping time. It may be longer during holiday seasons, major promotions, unusually high order volumes, address verification, or if we need to contact you about your photo or design details.
Shipping rates
Orders of $50 USD or more qualify for free standard shipping. For orders under $50 USD, standard shipping is $6.90 USD. The free-shipping threshold is calculated after discounts and before taxes, duties, or other import charges.
Available shipping methods and the final shipping charge are shown at checkout before payment is completed.
Estimated delivery time
After dispatch, standard shipping generally takes 5-12 business days. Delivery windows are estimates, not guarantees. Remote locations, carrier delays, weather, public holidays, customs inspections, and other events outside our control can affect delivery dates.
Tracking
When tracking is available, we will send it to the email address used at checkout as soon as your order ships. Please allow a few business days after dispatch for the first carrier update to appear. International tracking can pause temporarily while parcels move between carriers or countries.
Multiple packages
Items in one order may be dispatched in separate packages or from different fulfillment locations. These packages can arrive on different dates. You will not be charged extra shipping solely because an order is divided into more than one shipment.
Shipping to multiple addresses
One order can be delivered to one shipping address only. To send gifts to more than one address, please place a separate order for each destination.
Address changes
Please review your shipping address carefully before placing an order. If you notice an error, email support@lumagift.shop immediately with your order number and the correct address. We will try to help before production or dispatch begins, but changes cannot be guaranteed once an order is in production or has shipped. Extra costs resulting from an incorrect or incomplete address may be the customer's responsibility.
Customs duties and taxes
International orders may be subject to import duties, taxes, brokerage charges, or customs fees set by the destination country. Unless checkout clearly states that these charges are included, they are the recipient's responsibility. Customs processing can also extend delivery time.
Delayed or missing orders
If your parcel is substantially beyond its estimated delivery window or tracking has not updated for an extended period, contact us at support@lumagift.shop with your order number and tracking details. We may need to complete a reasonable carrier investigation before offering a replacement or refund.
Delivered but not received
If tracking shows that your order was delivered but you cannot find it, please check the shipping address, entrances, mailrooms, lockers, and other secure locations. Ask household members, neighbors, reception, or building management, then contact the local carrier. If the parcel remains missing, email us and we will help review the next steps.
Contact us
For shipping questions, email support@lumagift.shop.