LIFETIME WARRANTY
HIGH-QUALITY MATERIALS
FREE SHIPPING ABOVE $35
Shipping & Returns
Lumine ("we" and "us") is the operator of "mylumine.store". By placing an order through this website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Shipping policy
- General
Subject to stock availability. We try to maintain accurate stock counts on our website, but from time to time there may be a stock discrepancy, and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products to you and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.
- Shipping costs & times
Read end of shipping policy for more info.
- Returns
To process a return or replacement, please contact us at info@mylumine.store. We allow up to 14 days from the day you received your order to request a return. As soon as a return is received at our warehouse, we will automatically process the refund or replacement.
- Delivery terms
Dispatch time
Orders are usually dispatched within 1–2 business days of payment of order. Our warehouse operates on Monday–Friday during standard business hours, except on national holidays, at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
Change of delivery address
For a change of delivery address request, we are able to change the address at any time before the order has been dispatched. Contact us by email at info@mylumine.store for assistance. If a package is sent to an incorrect address where the customer entered an incorrect shipping address, it cannot be refunded if lost.
Item out of stock
If an item is out of stock, we will dispatch the order once we get the item(s) back in stock.
Delivery time exceeded
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
- Tracking notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
- Parcels damaged in transit
If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service for next steps.
- Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
- Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
Process for parcel damaged in transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
Process for parcel lost in transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
Parcel lost after being delivered
We are not responsible for any lost parcels after it has been deemed as delivered by the courier. If the parcel has been delivered in accordance with the tracking, we can conduct an investigation. If the investigation concludes the parcel has been delivered to the right location, we are not responsible for any lost or stolen goods.
- Customer service
For all customer service enquiries, please email us at info@mylumine.store
- Shipping costs & times
After you complete your purchase, please allow 1–2 days for processing, regardless of shipping method chosen. Following this processing period, your order will be shipped.
To track your item, find the shipping confirmation email we sent you and click the link to view the shipping progress. Please note that in some cases, shipping updates will not be displayed immediately, however your package is still in transit.
Delivery time may vary depending on where you are from.
For any questions regarding this policy and/or your purchase, please contact us at info@mylumine.store
Free shipping above $35.
| Continent | Approximate shipping cost | Delivery time |
|---|---|---|
| Africa | $8 | 8 – 10 days |
| Asia | $6 | 6 – 8 days |
| Europe | $6 | 5 – 7 days |
|
North America South America |
$6 | 5 – 7 days |
| Oceania | $6 | 6 – 8 days |
Return & refund policy
You have 14 calendar days from the date of receipt to return an item.
To be eligible for a return, your item must be unused and in the same condition as when you received it, including the original packaging and proof of purchase.
To initiate a return, please contact us at info@mylumine.store. Kindly refrain from sending the item back to the address on the box.
If you received a damaged or defective product and prefer a replacement, please email us with proof (pictures and/or videos) of the faulty item. Upon approval, we will ship you a new replacement.
You are responsible for paying your own shipping costs to return your item(s). Please use a trackable shipping service.
Once we receive your package, we will inspect the item(s) and notify you of receipt and the status of your refund. If your return is approved, we will initiate a refund to your credit card (or original method of payment). The credit will be issued within a few days, depending on your card issuer's policies, bank, and other factors. In most cases, your refunded amount will reflect in the appropriate account within a week.
There are certain situations where only partial refunds are granted, or a return is not accepted at all. It is at our discretion to accept a return or issue a refund for any item not in its original condition, damaged, or missing parts for reasons not due to our error.
