FAQ
We invite you to explore the sections below to find answers to your questions. If you can’t find what you're looking for or have additional inquiries, please don’t hesitate to contact us. We're always here to help!
1. General Questions
What is your return policy?
We strive to ensure you are completely satisfied with your purchase. Therefore, we accept returns for all items within 14 days of the purchase date. For detailed return instructions, please visit our Returns Page.
How can I track my order?
Once your order has been shipped, you will receive a tracking number via email. You can use this tracking number to check the status of your order on our website or on the carrier’s website.
Can I cancel or modify my order?
We understand that changes may sometimes be necessary. If you need to modify or cancel your order, please contact our customer service team as soon as possible. We will do our best to accommodate your request.
2. Product Questions
What size should I order?
To ensure you order the right size, we provide a detailed size chart on each product page. Please refer to the size chart for accurate sizing information.
What material is this product made of?
You can find information about the material of each product in the "Product Description" section on the product page. If you have further questions, feel free to contact us.
How should I care for this product?
Care instructions for each product are listed in the "Product Description" section on the product page. Following these care instructions is essential to maintain the longevity of your product.
Can I see this product in other colors?
If the product is available in other colors, they will be displayed on the product page. If you don’t see the color you’re looking for, please contact us, and we’ll do our best to assist you.
3. Payment Questions
What payment methods do you accept?
We offer various payment methods, including credit cards (Visa, MasterCard, American Express), Klarna, PayPal, and Apple Pay.
Do you offer installment payments?
Yes, we offer installment payment options for certain purchases through Klarna. For more information, please visit our website or contact our customer service.
Is my payment information secure?
Yes, we take the security of our customers' payment information very seriously. All transactions are securely processed, and we use industry-standard encryption technology to protect your data.
4. Shipping Questions
How long will it take to receive my order?
Delivery time depends on your location and the selected shipping method. You can find detailed information on shipping times in our Shipping Policy.
How much does shipping cost?
Shipping costs vary depending on your location and chosen shipping method. We offer free shipping within the Benelux. For more details, please check our Shipping Policy.
Do you offer free shipping?
Yes, we provide free shipping for orders within the Benelux. More details can be found in our Shipping Information.
Do you ship to P.O. boxes?
Yes, we ship to P.O. boxes. Please ensure that you provide your full and accurate shipping address to avoid delivery delays.
5. Contact Questions
How can I contact customer service?
You can reach our customer service team by emailing us at info@luminas.nl or by using the chat function at the bottom right of every webpage.
What are your business hours?
Our customer service team is available Monday to Friday, from 9:00 AM to 5:00 PM. We strive to respond to inquiries via chat and email outside these hours as well.
How can I provide feedback?
We highly value your feedback. You can send us a message through the Contact Page on our website or email us at info@luminas.nl.
Do you have a physical store?
At this time, we do not have a physical store. We work with a warehouse to keep operational costs low and offer you the best prices.