Delivery Lead Times for Items not in Stock at the Buyer's Country

Order Process

You will receive an email confirmation once your order has been successfully placed. Please make sure your shipping address is correct as we are unable to redirect goods once they are on route. Once your order is prepared for shipment you will receive a confirmation email with your tracking information. 

Duties and Taxes - Taxes are calculated according to shipping destination and itemized on the Order Summary page. For international shipments, please note that you are responsible for any additional import taxes and duties upon delivery.

How Much Does Shipping Cost?

As for 01/01/2020 all orders ship for free with our Standard International Shipping method. If you wish for a different shipping method, please contact our Customer Service Team at customerservice@luminlamphouse.com 

They will be able to provide shipping options for your order. 

When Will My Order Ship?

After you place your order, you will receive an email from us with a specific carrier and tracking information, it can take up to 6 business days to process your order and send you the tracking information. Once you receive the tracking number for your order, please allow 3 days for the information update concerning your package.   

If, at any point along the way, you need more information please don't hesitate to email our Customer Service team.

How Will My Order Ship And How Long Will It Take To Get To Me?

We will ship your order in the fastest, most reliable way possible to ensure your purchase arrives ready for you to enjoy. Each item on our site has pre-determined shipping methods based on the specific characteristics of the product, please trust our years of experience in shipping these items successfully.

Small parcel items ship via UPS, EMS, FedEx or USPS and generally take 1-10 business days to arrive, depending on the shipping address. *Please note: The vast majority of our items ship with no signature required, but this is always done at the discretion of the delivery driver.

Larger freight items ship via truck with curbside service and generally take 3-7 weeks to arrive, sometimes less. Please note that we do not support any wall mounting, plumbing or electrical wiring that may be required for your product.. 

Please keep in mind that freight shipping is often required for heavy or over sized items, including large lighting fixtures.  

What if I'm not at home to receive my order?

Most domestic postal offices do not offer an automatic second delivery attempts. This process most be initiated by the customer. We ask you to track your package and once it is received on your country, stay aware of any notice from your postal service. If there is a delivery attempt and the customer does not contact its postal service immediately, it is most likely the package will be sent back to us.
If this happens we are more than happy to send it back to you, but this would mean another shipping fee that will be absorbed by the customer. So please, to save all the trouble of waiting much longer to receive your order, always keep track of your order.

Lumin Lamp House will not be held responsible for additional shipping charges if the packages are returned to our workshop due to customer absence, customer errors in addresses or package refusal.

We will not be held responsible for any address corrections sent to us AFTER the order has been placed. However, you can contact our Customer Service and we will do our best to accommodate changes if it is still possible for the carrier company.

What about customs?

In order for your products to get to you, they must go through customs, unless they are already in a facility located in your country. The period of time a package gets held at customs may variate from one country to another and falls totally out of our control. It can take from half a day for some countries, to up to a week on some others. You will be able to check on the tracking information when a package enters customs, as well as when it's released.

The import fee, in case there is one, is calculated once it's released from customs, and the postal company will ask the buyer to pay for it once the package gets delivered. Import fees variate from one country to another, you can consult an estimate fee at your local customs office. 

Most packages go through an export and import process, it may happen that for some reason the export gets canceled by our warehouse's customs office. If this is the case, don't worry, we will reship your order in no time. We apologize for the extra days this process may take.This scenario is quite rare and falls totally out of our control. You are always welcome to contact our customers service team to help out if this happens to your order, however it is more likely they will contact you first. 

DISCLAIMER

WE ARE NOT RESPONSIBLE FOR ANY CUSTOMS FEES OR SHIPPERS FEES YOU MAY INCUR OR FOR DELAYS CAUSED BY CUSTOMS. WE HAVE NO WAY OF KNOWING IF YOU WILL INCUR A CUSTOMS FEE OR NOT. IF YOU DO, WE ARE NOT RESPONSIBLE AND YOU WILL NOT BE REIMBURSED. WE ARE NOT RESPONSIBLE FOR ANY DELAYS CAUSED BY THE TRANSPORT COMPANY. YOU ARE RESPONSIBLE FOR READING OUR POLICIES BEFORE ORDERING.

Shipping FAQ's

Will You Ship To My PO Box?

Unfortunately, we cannot ship to PO.

What If I Need To Ship To Multiple Addresses?

We certainly can ship to multiple addresses. Please contact our Customer Service team and they will assist you with your specific needs.

What If I Need To Send a Message Regarding a Vacation-hold or Do-not-ship before Requirements?

Please contact our customer service team immediately upon order placement, so that we can assist you with the appropriate arrangements.

What If My Order Arrives Damaged?

Shop with confidence. If by some chance, your item was damaged during transit, we will send you replacement parts. Just contact our Customer Service team, they will come up with a solution in no time.

How Much Time Do I Have to Inspect My Package For Damage?

It is critical that you inspect your order upon delivery. Orders delivered via a freight carrier specifically must be inspected upon delivery of the item. Once you receive your product, you have 5 days to contact our team. If you find any issues, please contact our Customer Service team immediately.

FAQ's

ORDERING

What Payment Options Do You Accept?

We accept all major credit card cards including American Express, Visa, MasterCard and PayPal.

Do You Charge Sales Tax?

One of the best things about buying through LuminLampHouse is that we do not have to charge sales tax. Lumin Lamp Hose is not responsible for individual country sales tax reporting laws pertaining to online purchases, so we encourage you to check your country´s regulations before you shop.

What Is Your Cancellation Policy?

We will attempt to accommodate your cancellation request. Go to the correspondent field to see our full cancellation policy.

Do You Offer Gift Wrap?

No, we do not offer gift wrap.

Do You Offer A Trade or Volume Discount?

We offer discounts to members of the trade such as designers, architects and contractors who have presented appropriate credentials and have been approved. In addition, we may be able to offer special discounts for large volume orders. Please contact us to get a costume made fix price and to join our Members Regards benefits at customerservice@luminlamphouse.com

SHIPPING

Where Is My Order?

Please contact our customer service staff at customerservice@luminlamphouse.com

How Much Does Shipping Cost?

We offer free shipping on most orders over $75. There are select product exclusions that do carry associated shipping or handling charges. In these cases, the total shipping charges are clearly identified on the product page or during checkout. For select products, upgraded delivery options may be available for purchase during checkout.

Do You Ship Internationally?

Yes, we are a global Company and can get our products to almost every corner of the globe.

Will You Ship To My PO Box?

Unfortunately, we cannot ship to PO Boxes.

What If I Need To Ship To Multiple Addresses?

Please contact our Customer Service team and they will assist you with your specific needs. customerservice@luminlamphouse.com

What If I Need To Send a Message Regarding a Vacation-hold or "Do-not-ship before" Requirements?

Please contact our customer service team immediately upon order placement, so that we can assist you with the appropriate arrangements. customerservice@luminlamphouse.com

RETURNS AND DAMAGES

What Is Your Return Policy?

We accept returns on a vast majority of our products (in new condition and original packaging) within 20 days of receipt, unless otherwise noted on the product page. Please review our full return policy  for further details.

How Much Time Do I Have to Inspect My Package For Damage?

It is critical that you inspect your order upon delivery. Orders delivered via a freight carrier specifically must be inspected upon delivery of the item. If you find any issues, please contact us immediately or within the next 10 days upon arrival. 

What If My Order Arrives Damaged?

If by some chance, your item was damaged during transit, please contact our Customer Service team at customerservice@luminlamphouse.com  within  the next 10 days upon arrival to be able to solve the matter.