Shipping & Returns
Shipping Policy
At Lumos&Luxe, our products will be packaged to the highest standard ensuring your items get to you safely. Shipping costs for UK customers is a flat rate of £3.99 unless your order is over £60 in which case shipping is free. We strive to ship all orders within 2 business days of receiving them. However this can vary due to availability of stock. The estimated delivery time to receive your goods is 3-5 business days.
For our valued International Customers Shipping rates will vary depending on the size and weight of the order and the destination, ensuring fair and accurate pricing. Shipping costs will be displayed during the checkout process providing transparency and clarity regarding the total cost of your order. Please note International customers are responsible for any custom duties, taxes or fees imposed by their respective countries upon delivery these charges are not included in the shipping fees and may vary depending on the destination and countries regulations.
At Lumos&Luxe we are committed to providing reliable shipping and services to all our customers both locally and internationally. If you have any special requests regarding shipping please dont hesitate to contact us at info@lumosandluxe.co.uk.
Thankyou for choosing Lumos&Luxe!
Return & Exchange Policy
At Lumos&Luxe, we strive to provide you with high-quality products and exceptional customer service. If for any reason you are not completely satisfied with your purchase, we offer a hassle-free returns process to ensure your satisfaction.
Eligibility:
To be eligible for a return, your item must be unused, in its original packaging, and in the same condition as when you received it.
Returns must be initiated within 14 days of the purchase date.
Return Process:
To initiate a return, please contact our customer support team at info@lumosandluxe.co.uk to request a Return.
Once you receive confirmation and reference number of a return securely package the item(s) you wish to return, including the reference number, and ship them back to us at the address provided.
Customers are responsible for return shipping costs, unless the return is due to a manufacturing defect or an error on our part.
Refunds:
Upon receiving and inspecting the returned item(s), we will process your refund within 3 business days.
Refunds will be issued to the original method of payment used for the purchase.
Please note that shipping fees are non-refundable, unless the return is due to a manufacturing defect or an error on our part.
Exchanges:
If you would like to exchange an item for a different size, scent, or product, please contact our customer support team to arrange an exchange.
Exchanges will be processed once the original item is received and inspected. The item must be in original condition and unused.
Damaged or Defective Items:
In the unlikely event that you receive a damaged or defective item, please contact our customer support team immediately.
We will gladly replace the item or issue a refund, including any applicable return shipping costs.
Non-Returnable Items:
Personalized or custom-made items cannot be returned unless they are damaged or defective upon arrival.
Contact Us:
If you have any questions or concerns regarding our returns policy, please don't hesitate to contact our customer support team at info@lumosandluxe.co.uk.
At Lumos&Luxe, your satisfaction is our top priority. We appreciate your business and thank you for choosing us for your candle needs.