FAQs

If your order is currently showing as "Unfulfilled", don't worry - it simply means that we have successfully received your order, and it is in the process of being picked and packed by our dedicated warehouse team. As soon as your order is shipped, we will send you a shipping confirmation email containing your tracking information, and your order status will be updated to "Fulfilled".

In the unfortunate event that you entered the wrong address while placing your order, don't worry, just reach out to us about it via thecontact uspage. We will make every effort to assist you, but please keep in mind that if your order has already been processed by our warehouse or shipped, we might not be able to change where it is going. Please see below for more information on what happens if an order is undeliverable or lost in transit.

In the rare event that your Luminique parcel goes missing during transit, we understand the concern it may cause, and advise you to reach out to the courier responsible for the delivery as they might have additional information that hasn't been reflected in your tracking link. It's also best to bear in mind that all shipping timeframes operate on business days - so weekends and public holidays don't count in any timeframe given.

If your delivery exceeds the expected shipping timeframe, then again we recommend contacting the courier responsible for making the delivery.

If you are not at your delivery address when delivery is attempted, then we will attempt to deliver it to the same address three further times. If all of these attempts are unsuccessful then the parcel will be returned to our warehouse. After it is returned to our warehouse we can still send it back out to you, but you will need to bear the cost of shipping.

If parcel tracking indicates that your parcel has been delivered, but you haven't received it, we completely understand the concern. In such cases, as a first step we recommend conducting a thorough search around your property, including checking all entrances and even around the garage, etc. as sometimes packages may be left somewhere discreet to prevent theft or damage. It's also a good idea to check with housemates and neighbours as they might have received the package on your behalf. If despite this the package is still not found, next we suggest contacting the carrier responsible for the delivery or your local depot for further assistance, as they may have extra information that will help you track it down. If you're still unable to find your package after talking to the courier however, please don't hesitate to get in touch with Luminique directly via ourcontact uspage. We'll do our very best to help you trace the missing parcel, however, we must emphasise that we cannot be held responsible for lost or stolen parcels, and as a result, we may not be able to offer refunds for such cases or send replacements.

If your product arrives damaged, we understand your disappointment. We strive to ensure that all our products are well-packaged and protected during transit - however, the unexpected can happen sometimes. If you find that your package has been damaged during transit, please notify us within 2 days of delivery using ourcontact uspage. We also ask that you include clear photos of everything you have received, along with images of the condition of the parcel and the damaged items. Rest assured that our team will thoroughly inspect the damaged package when we get it back, and if deemed appropriate, we may replace the damaged items for you.

We take pride in our efficient order processing system, which is designed to ensure prompt delivery. However, in order to achieve the quick delivery times that many customers are looking for, a sacrifice that we have to make is that we cannot simply guarantee that orders will be able to be edited or cancelled once they are placed. However, that doesn't mean that we won't try, or that you can't request them - so if you would like any changes or wish to cancel your order, please feel free to get in touch via ourcontact uspage.

Absolutely! We also understand that customers might want to review their history of previous orders, so we made it easy to do so. To access your order history, simply log in to your Luminique account at any time.

We know that questions, or especially issues around payment or billing can be really frustrating - but we're here to help you troubleshoot or get the answers you need, don't worry. We also understand that everyone's individual circumstances are different when it comes to matters like these, so to accommodate that and respect your privacy and the security of your data too, we deal with all billing and payments questions or issues on a case-by-case basis. To raise a billing or payments issue with our team or to ask us a question, please use ourcontact uspage.