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Frequently asked questions

The shipping duration for your order depends on several factors, such as location, shipping method, and product availability. For items in stock, the estimated delivery time ranges from 2 to 10 days.

However, for items not in stock, it may take between 5 and 90 days, depending on the specific product. Please keep in mind that these estimates are provided by the manufacturers and may vary from the actual delivery time.

To check an item's availability and estimated lead time, visit its product page. For a more personalized estimate, feel free to send us an email at info@luminesy.com, and we'll respond promptly with the information you need!

No worries! All of our orders are insured during shipping, so should anything be damaged or lost, contact us and we will organize a new delivery or refund you fully.

Of Course! As soon as we have received your order, you will receive a confirmation email from us. This email will contain your order number which you can use to track your order. In case you have not received this email, let us know at info@luminesy.com

Shipping within the European Union is tax-free.

International taxes might be applied depending on your country's tax policy.

Customs duty is calculated as a percentage of the customs value of the goods:

The customs value is made up of:
the price paid for the goods,
the insurance cost,
the shipping cost.

Please contact your local governing body for more information.

You can cancel within 24 hours after placing your order (unless the item has already been shipped). After that we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.

Your 100% satisfaction is important for us. We offer a 14-days Return & Exchange Policy:
For returns, please email info@luminesy.com with the subject 'Returns' and include your order number, name and the reason for the return.

After we have received the product in unused and re-saleable condition, you will be given a full refund minus shipping costs by the same method as your original payment. The packaging needs to be in undamaged condition as it contains important information about the products, which is necessary when re-selling. Do not put tape or other stickers directly on the original package. We emphasize that original and undamaged packaging is of great importance when evaluating if there has been a decrease in value of the product.

Please note that return costs are self-payed as we do not offer free returns unless the item is faulty.

Returns are not elegible for customized one-off orders as well as for companies or public institutions.

Do you have an EU based company with a VAT number? Contact us at info@luminesy.com and we will send you an invoice without VAT.

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