FAQ
We're here to answer your questions and ensure you have the best shopping experience possible. If you need further assistance, please don’t hesitate to reach out to us via our Contact Us page or at hello@lümenhaus.com.
1. How long will it take to receive my order?
Answer:
- Handling time: 0–1 business days
- Transit time: 2–4 business days
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Estimated delivery time: 2–5 business days
For more information, please see our Shipping Policy.
2. Do you offer free shipping?
Answer:
Yes, we offer free standard shipping on all orders to the U.S. and selected international locations.
3. Where do you ship to?
Answer:
We currently ship globally, with priority on the United States.
4. Can I track my order?
Answer:
Yes! Once your order ships, you will receive a tracking number via email. You can track your order through our Tracking Page or directly via the courier's website.
5. What is your return policy?
Answer:
We offer a 30-day return policy from the date of delivery. Items must be unused, in original condition, and in the original packaging. Please review our Return Policy for full details.
6. How do I start a return or exchange?
Answer:
To start a return or exchange, please contact us at hello@lümenhaus.com with your order number and reason for return. Our team will guide you through the process.
7. What if I received a damaged or defective item?
Answer:
We’re so sorry! Please contact us within 7 days of receiving your order with photos of the issue. We’ll arrange a replacement or refund as quickly as possible.
8. Can I cancel or change my order after placing it?
Answer:
Orders can only be canceled or modified within 12 hours of purchase. After this time, they are likely already being processed.
9. What payment methods do you accept?
Answer:
We accept major credit cards (Visa, Mastercard, American Express), PayPal, and other secure payment options available at checkout.
10. Is my payment information secure?
Answer:
Yes. Our website uses SSL encryption and secure payment gateways to ensure your personal and payment information is protected.
11. Do you charge sales tax?
Answer:
We currently do not charge sales tax for most orders. Any applicable taxes will be calculated at checkout.
12. Do you ship from the U.S.?
Answer:
Our trusted suppliers are based internationally and within the U.S. depending on the product. We work to ensure reliable delivery times and top-tier product quality.
13. Will I receive a confirmation email?
Answer:
Yes! Once your order is placed, you'll receive a confirmation email. You’ll also get tracking info once your item has shipped.
14. What happens if my package is lost?
Answer:
If your tracking number shows no updates for more than 10 business days, or your package is declared lost by the courier, we will send a free replacement or issue a full refund.
15. How do I contact customer service?
Answer:
You can reach us by email at hello@lümenhaus.com or through our Contact page. We aim to respond within 1–2 business days.