FAQs
FREQUENTLY ASKED QUESTIONS
1. HOW DO I PLACE AN ORDER?
Choose the product and options you would like, click "Add to Cart," and follow the checkout steps.
Once your order has been successfully placed, you will receive an order confirmation at the email address you provided.
2. HOW LONG DOES ORDER PROCESSING TAKE?
Orders are typically processed within 2–7 business days.
Business days do not include weekends or public holidays.
3. HOW LONG DOES SHIPPING TAKE?
After dispatch, shipping generally takes approximately 7–15 business days.
Actual delivery times may vary depending on your location, carrier, customs processing, holidays, weather, and other circumstances outside our control.
4. HOW CAN I TRACK MY ORDER?
Once tracking information is available, it will be sent to your email address.
Tracking may take 1–3 business days after dispatch to begin showing updates.
5. WHY IS MY TRACKING NUMBER NOT UPDATING?
Tracking information may not update immediately after your package is shipped.
Please allow several business days for the carrier's tracking system to update.
If there has been no update for an extended period, contact us at support@lumiveelle.com.
6. CAN I CHANGE OR CANCEL MY ORDER?
Contact us as soon as possible if you need to change or cancel an order.
We will do our best to help, but once an order has entered processing or has shipped, changes or cancellations may no longer be possible.
7. WHAT PAYMENT METHODS DO YOU ACCEPT?
Available payment methods will be displayed at checkout.
Payment availability may vary depending on your country or region.
8. IS MY PAYMENT INFORMATION SECURE?
Payments are processed using secure payment technologies and third-party payment providers.
We do not generally store complete card details directly.
9. DO YOU SHIP INTERNATIONALLY?
We offer shipping to many international destinations.
Available destinations and shipping options will be shown during checkout.
10. WILL I HAVE TO PAY CUSTOMS DUTIES OR TAXES?
International orders may be subject to import duties, VAT, customs fees, or other charges imposed by your country.
Unless otherwise stated at checkout, these charges are the responsibility of the recipient.
11. MY ORDER ARRIVED DAMAGED. WHAT SHOULD I DO?
Contact us at support@lumiveelle.com as soon as possible.
Please include:
• Your order number
• Photos or videos of the item
• Photos of the packaging if relevant
• A brief description of the problem
Our customer service team will review your request and assist you.
12. I RECEIVED THE WRONG ITEM. WHAT SHOULD I DO?
Please contact us with your order number and clear photos of the product you received.
We will review the issue and provide an appropriate solution.
13. WHAT IS YOUR RETURN POLICY?
Eligible products may be returned within 30 days after delivery.
Some opened personal-care, hygiene, consumable, chemical, or Final Sale products may not be returnable.
Please review our Refund & Return Policy for full details.
14. HOW DO I START A RETURN?
Email support@lumiveelle.com before sending anything back.
Our customer service team will review your request and provide return instructions if your return is approved.
Do not send items to an address without first receiving return instructions.
15. WHEN WILL I RECEIVE MY REFUND?
Approved refunds are issued to the original payment method.
After we process the refund, your bank or payment provider may require additional business days to post the funds.
16. CAN PRODUCTS FROM ONE ORDER ARRIVE SEPARATELY?
Yes.
Depending on inventory and fulfillment arrangements, products from the same order may occasionally arrive in separate packages.
17. HOW CAN I CONTACT LUMIVEELLE?
Email:
support@lumiveelle.com
We aim to respond to customer inquiries within 1–3 business days.