Ordering & Shipping

Our Ordering & Shipping Policy is designed to deliver your purchases quickly, securely, and with full transparency. Below you'll find clear details on processing times, shipping options, secure payment methods, order modifications, and what to expect at each step.

 

Order Processing Time

Orders are processed within 1–3 working days (Monday–Saturday).

  • Weekday orders (Mon–Thu): Typically processed in one working day

  • Weekend orders (Fri–Sun): May take up to three working days

  • Orders placed before 12:00 PM local time are prioritized for same-day processing

  • All orders receive a confirmation email once processing begins

 

Shipping & Delivery

Lumina Wear offers fast, reliable international shipping to Australia, Belgium, Canada, the Netherlands, New Zealand, the United Kingdom, and the United States.

 

STANDARD SHIPPING (Free):

  • Processing: 1–3 business days

  • Total delivery time: 6–14 business days (varies by destination)

  • Cost: 100% free — no minimum purchase required

  • Includes tracking information

 

EXPRESS SHIPPING + PRIORITY PROCESSING:

  • Processing: 0–2 business days (priority handling)

  • Total delivery time: 3–10 business days (varies by destination)

  • Cost: $7.95 USD equivalent (varies by destination)

  • Perfect for time-sensitive orders

  • Includes tracking information

 

Estimated Delivery Times by Destination:

Australia: 6–12 days (standard) | 3–8 days (express)
Belgium: 5–10 days (standard) | 4–8 days (express)
Canada: 7–13 days (standard) | 4–9 days (express)
Netherlands: 5–8 days (standard) | 3–5 days (express)
New Zealand: 7–14 days (standard) | 4–10 days (express)
United Kingdom: 7–12 days (standard) | 4–8 days (express)
United States: 7–14 days (standard) | 4–10 days (express)

 

Shipping Notifications:

  • Shipments are dispatched Monday through Saturday

  • You will receive an email with tracking details as soon as your order ships

  • Track your order anytime on our website

 

Delivery Delays & Communication

If your order is delayed beyond the standard timeframe, we will contact you directly to provide updates and support.

Important: Delivery times are estimates and may vary due to warehouse availability, international customs processing, courier capacity, or other factors outside our control. We appreciate your understanding and patience.

 

How to Place an Order

  1. Browse products and select your desired size/variant

  2. Click "ADD TO BAG", then "Checkout Securely"

  3. Enter accurate shipping and billing information; double-check postal codes and street addresses

  4. Select your preferred shipping method (Standard Free or Express)

  5. Review your order summary and verify all details

  6. Review our Return & Refund Policy - you will be asked to accept our terms at checkout

  7. Choose from our secure, SSL-encrypted payment methods and complete your purchase

 

Accepted Payment Methods:

  • Credit Cards: VISA, Mastercard, Maestro, AMEX

  • EPS (for EU customers)

  • Bank transfers

 

Order Modifications & Cancellations

You may modify or cancel your order within 24 hours of placement by contacting our support team at support@luminahelp.com or +1 (302) 329-5856 (SMS only).

Once orders enter processing (typically after 24 hours), they cannot be changed or canceled. If your order is already being processed, we reserve the right to refuse cancellation. In this case, please wait for delivery and use our 30-day return policy.

 

Shipping Costs & Insurance

  • Standard shipping: Completely free to all destinations — no hidden fees, no minimum purchase required

  • Express shipping: Varies by destination ($5–10 USD equivalent, exact cost shown at checkout)

  • Package protection: We recommend adding optional shipping insurance for high-value orders

  • Claims: For shipping issues, contact us immediately at support@luminahelp.com

 

International Orders — Customs, Duties & Taxes

IMPORTANT NOTICE FOR ALL INTERNATIONAL CUSTOMERS:

Your Responsibility:

  • You (the buyer) are responsible for ALL import duties, taxes, customs fees, and brokerage charges imposed by your country's customs authority

  • These fees are NOT included in your order price or shipping cost

  • Fees must be paid directly to the courier or customs authority upon delivery

Non-Payment Consequences:

  • Refusal to pay customs fees will result in package return to sender

  • You will lose refund eligibility and may be charged return shipping costs

 

Country-Specific Information:

EU Customers (Belgium, Netherlands):

  • VAT is included in all displayed prices

  • Orders under €150 may be processed through our IOSS registration to streamline customs

United Kingdom:

  • Orders may be subject to UK VAT and import duties

  • Customs may contact you directly for payment

United States:

  • Most orders under $800 are duty-free, but state/local sales tax may apply

  • Customs may hold packages for inspection

Canada:

  • Orders over CAD $20 may be subject to GST/HST and duties

  • Courier may charge brokerage fees

Australia:

  • Orders over AUD $1,000 may be subject to GST and import duties

  • ABF (Australian Border Force) may inspect packages

New Zealand:

  • Orders over NZD $1,000 may be subject to GST and import duties

  • Customs NZ may contact you for additional information

We recommend checking your country's customs website before ordering to understand potential duties and taxes.

 

Consumer Rights by Country

Your consumer rights vary depending on where you live. Please read the section applicable to your location:

🇪🇺 EU CUSTOMERS (Belgium, Netherlands):
Under EU Distance Selling Directive and Dutch consumer protection law:

  • You have a legal right to withdraw from your purchase within 14 calendar days of delivery without providing a reason

  • This is separate from our 30-day satisfaction guarantee

  • If delivery exceeds 30 days without your consent, you may cancel for a full refund

  • Contact support@luminahelp.com to exercise this right

🇬🇧 UK CUSTOMERS:
Under UK Consumer Contracts Regulations:

  • You have a legal right to cancel within 14 days of receiving your order

  • You must notify us of cancellation and return goods within 14 days after notification

  • Refunds must be issued within 14 days of receiving returned goods

  • Return shipping costs are your responsibility unless item is faulty

🇦🇺 AUSTRALIAN CUSTOMERS:
Under Australian Consumer Law:

  • You have 10 business days to change your mind on online purchases

  • Items must be returned in original condition

  • Our goods come with guarantees that cannot be excluded under Australian Consumer Law

  • For major failures with the product, you are entitled to a refund or replacement

🇨🇦 CANADIAN CUSTOMERS:
Under Canadian consumer protection laws:

  • You have the right to cancel online purchases (timeframe varies by province)

  • All prices and fees must be disclosed upfront (compliant)

  • You have the right to a refund if goods are not delivered within 30 days

🇳🇿 NEW ZEALAND CUSTOMERS:
Under New Zealand Consumer Guarantees Act:

  • Products must be of acceptable quality and fit for purpose

  • If products fail to meet guarantees, you're entitled to a remedy (repair, replacement, or refund)

  • You may also have rights under our 30-day return policy

🇺🇸 US CUSTOMERS:
Under US FTC regulations:

  • We must ship your order within the timeframe stated (6-14 days standard)

  • If we cannot meet the delivery date, we must notify you and offer a refund

  • You have the right to cancel before shipment

  • After delivery, our 30-day return policy applies

 

Secure Payment & Data Protection

  • SSL Encryption: All transactions are secured with industry-standard SSL/TLS encryption

  • Payment Security: We comply with PCI DSS standards to protect your payment information

  • Data Privacy: Your personal data is handled according to our Privacy Policy and applicable data protection laws (GDPR for EU, PIPEDA for Canada, Privacy Act for Australia, etc.)

  • Risk Transfer: We bear all risk of loss or damage until you receive your package. If lost or damaged in transit, contact us immediately for replacement or refund

 

Delivery Issues & Address Accuracy

  • Verify Your Address: Incorrect or incomplete addresses may result in delivery delays, return to sender, or additional courier fees

  • Failed Delivery: If your package is returned due to address errors or failed delivery attempts, you will be responsible for reshipping costs

  • Unclaimed Packages: Packages refused at delivery or abandoned at customs are not eligible for refund. Any fees incurred will be deducted

  • Lost/Damaged Shipments: Contact us immediately at support@luminahelp.com with your order number and tracking information

 

Tracking & Customer Support

Tracking:

  • You'll receive an email with tracking number and courier link when your order ships

  • Track your order anytime on our website

Customer Support:

  • Hours: Monday – Saturday, 9:00 AM – 5:00 PM CET

  • Email: support@luminahelp.com (24-hour response time)

  • SMS: +1 (302) 329-5856 (SMS only — no voice calls)

 

Important Notes

  • Processing and delivery times are estimates and may vary during peak seasons (holidays, sales events)

  • Orders with multiple items may ship in separate packages with separate tracking numbers

  • Express shipping is recommended for time-sensitive orders

  • We are not responsible for delays caused by customs inspections, incorrect addresses, courier delays, or force majeure events

 

Company & Legal Information

Trade Name: Lumina Wear
Legal Entity: Nexora
Business Address: Elzenhoven 2, 3162 PJ Rhoon, Netherlands
KVK Registration: 95810358
VAT Number: NL005175229B84
Email: support@luminahelp.com
Phone: +1 (302) 329-5856 (SMS Only)
Business Hours: Monday – Saturday, 9:00 AM – 5:00 PM CET

This business is registered in the Netherlands and operates in accordance with Dutch law, EU regulations, and international consumer protection standards.

Last Updated: December 23, 2025