Refund policy

Lumo Store Policies Paste each policy into Shopify under Settings > Policies. --- Shipping Policy Order processing Orders are processed within 1–3 working days after they are placed. Orders placed on weekends or public holidays are processed on the next working day. Estimated delivery time Delivery to the UK usually takes 7–15 working days after processing. During sales, holidays (such as Black Friday and Christmas), bad weather or courier delays, delivery can take up to 21 working days. These are estimates, not guarantees. Why delivery takes longer Lumo works with trusted suppliers and ships products directly from their warehouses. This lets us offer unique styles at better prices, but it takes a little more time than local stock. Shipping charges Delivery charges depend on the size and weight of your parcel. We confirm the exact charges with you before your order is shipped. Multiple items Items in one order may ship separately and arrive on different days. You will receive tracking details for each parcel. Tracking Once your order ships, we send the tracking number by WhatsApp or SMS. Tracking can take 24–48 hours to update. Incorrect address Please double-check your name, address, postcode and phone number before ordering. We are not responsible for delays or failed deliveries caused by incorrect or incomplete details. Re-shipping costs, if any, are paid by the customer. Delivery attempts Our courier will attempt delivery 2–3 times. Parcels that cannot be delivered after repeated attempts may be returned to us. Late or missing orders If your order has not arrived within 21 working days, contact us on WhatsApp at +92 348 0110657 with your order number and we will investigate with the courier. Contact WhatsApp: +92 348 0110657. We reply between 9 AM and 9 PM Pakistan time (PKT). --- Refund and Return Policy Changing your mind You can cancel and return an item for any reason within 14 days of receiving it. Please tell us on WhatsApp at +92 348 0110657 first, with your order number. You then have a further 14 days to send the item back to the return address we give you. Items must be in their original condition and packaging. Return postage for a change of mind is paid by the customer, so we recommend a tracked service and keeping proof of postage. Faulty, damaged or incorrect items If your item is faulty, damaged in transit, incorrect or not as described, you have up to 30 days from delivery to report it. Please send clear photos or a short unboxing video with your order number, ideally within 48 hours of delivery so we can resolve it quickly. We will offer a free replacement or a full refund, and we cover the return shipping if a return is needed. Items that cannot be returned For hygiene reasons, opened washroom and personal care items and applied press-on nails cannot be returned unless they are faulty. Sealed, unopened items can be returned within 14 days. Refunds Refunds are issued to your original payment method within 14 days of us receiving your returned item, and usually within 5–7 working days. For faulty or incorrect items, refunds are issued once we approve your claim. Replacements Approved replacements ship within 2–3 working days and follow the normal delivery time. Cancellations Orders can be cancelled before they are processed or shipped. Message us on WhatsApp at +92 348 0110657 with your order number as soon as possible. Support We reply within 1–2 working days.