FAQ

If you have any concerns, questions or suggestions, you can contact one of our Customer Service members available on our live chat.

If they are not available at the moment, you are more than welcome to send a message to support@lumwee.com.

You can also talk to our customer support team by phone at + 1 (646) 90 50 910. If they are not available, you can leave a voice message and we will contact you as soon as possible.

Our postal handling address is located in Portland, Oregon (USA) while design and manufacturing are headquartered in Hong Kong and Shenzhen.

In order to eliminate the extra costs associated with physical storefronts (rent, insurance, staff), we currently only have an online store.

As long as your order has not been processed or shipped, we can make changes to it or cancel it. It really depends on the demand but we will do everything we can to make it happen. So contact us support@lumwee.com right away. Please make sure to inform us about the changes you need to make (delivery address, quantity, phone number, etc.) at first contact. If we are not able to cancel your order, you can return it to us once you receive it and request product exchange or a refund.

In our top menu, you will see a currency module where you can change the currency to one of the following: USD, CAD, INR, GBP, AUD, EUR, JPY.

At the moment we accept we accept PayPal Express and all major Credit and Debit Cards.

We take security very seriously and do not process or store any of your payment information ourselves. All payment related matters on Lumwee are handled by PayPal.

We are totally committed to protecting your privacy. We will not disclose information about our customers or visitors to third parties except where it is a part of providing a service to you - e.g. arranging for a product to be sent to you, carrying out credit and other security checks and for the purposes of customer research and profiling or where we have your express permission to do so. For more information, please read our Privacy Policy.

If you requested a refund to your Credit Card and your refund is accepted, we will issue a refund within the 24 hours. After that it will take from few to 30 business days for your refund to appear on your account depending on the credit card company and banking protocols.

We offer an easy, hassle-free 30-day return policy. If you are not completely satisfied with your purchase, you may return it for a refund within 30 days of the delivery date. If you would like to know more, please view our Return Policy page.

Don't worry at all! We promise an easy 30-day return policy. If you don't like the item after you receive the package, please send us an email at support@lumwee.com. After you send us an email, you will receive an email from us with the next steps. Upon acceptance of your return, we’ll wait to receive your order back, and then we will ship new items or issue a refund back to your account. Any promotional gifts must also be returned with your returned item.

All products must be returned unused, in original packing and in original condition. The return or exchange shipment must have a tracking number as proof and it should be sent to support@lumwee.com. We are not liable for returns lost in.

Please, do not use the address on the package. Wait for your request to be approved. In the confirmation email, you will find the return address to send back the items.

If you return the item, a refund or a store credit with the original shipping fee deducted will be issued.

If you want to exchange it for a different product, an additional shipping fee may be applied.

If you received a wrong product or an item with a defect, please send an email to support@lumwee.com with your order number, a quick description of the issue and a couple of photos to illustrate the case. Unfortunately, shipping errors can happen. But there is no need to worry. We will assist you during the whole process.

Yes, we ship worldwide to almost every country in the world. For more details about your shipping destination please check our Delivery Policy.

We ship directly from our hi-tech factories located in Hong Kong and Shenzhen.

We are proud to offer FREE Standard Shipping on all orders internationally. Please note that customs fees (taxes, duties, processing fees, brokerage fees, etc.) may apply for international shipments. Contact your local customs office for additional info.

Our aim is to dispatch your online order as soon as possible, but please allow from 1-3 business days during sale periods for the shipment to leave our warehouses. Then you should add shipping/delivery times on top of that.

97.66% of our orders are shipped within 1-3 business days*. More than half of our orders are shipped within 2 business days or less*. Your items will ship as soon as they are ready for pickup by the air couriers and you will receive an email notification with the order’s shipping confirmation and its tracking number.

If your order contains a variety of items, they may be shipped separately at no extra cost due to the different processing times, availability in a specific warehouse and to assure a faster shipment. In this case, you will receive a shipping notification for each shipment.

For more details about your shipping process please check our Delivery Policy.

(Business days are Monday through Friday, excluding public holidays.)

*During the Holiday season, late November and December all orders are shipped out within 4-8 business days due to high volume.

When we process an order we'll send you an email with the order’s shipping confirmation including tracking number.

Orders to USA, EU, Australia and New Zealand

The usual shipping time for these destinations is from 12-20 business days. But sometimes orders are delivered even faster.

International Orders

For international orders shipping can take from 10-40 business days. When the order gets shipped you will also receive an email confirmation with its tracking information.

Plan your purchase in advance. Delays can occur in transit or holds at the local customs office so it's possible in some rare cases to take up to 5-6 weeks for an order to be delivered. Tracking information could also show delays on updates.

Please note that the delivery times given are estimates and are not guaranteed since we largely depend on third party air couriers, local couriers and customs. Deliveries could be also delayed due to public holidays and weather conditions.

For more details about your shipping process please check our Delivery Policy.

(Business days are Monday to Friday, excluding public holidays)

International shipments are generally subject to customs fees (taxes, duties, processing fees, brokerage fees, etc.). If you are from outside the USA or EU, your order may be charged by your country’s customs office, according to its policy.

These costs are not included in the shipping charges and are your responsibility. We do not issue any type of refunds for customs fees and for shipping.

If you decide you do not want to pay the customs, duties or tariffs, you can refuse and return the item received by customs. When we approve it, the refund will be issued after deducting the original shipping fee and additional fees the return process may require.

We do not have a way of estimating customs fees, taxes, duties, etc, and we do not have control over the customs authorities in your country. So if you have specific questions about these charges, please, contact your local Customs office for additional information.

If your country is on the list of destinations eligible for shipment with tracking number, once your order has been shipped we will email you a tracking number right away. Your order can be tracked through the tracking system on our Track Your Order page. Do note that most of the time tracking information is updated right away, but sometimes due to various shipping procedures it takes up to 7 business days for the tracking information to be updated.

Please check if your shipping destination country has a tracking number option on our Delivery Policy page.

There are four scenarios why this happened.

First, our order probably hasn’t been shipped yet. Please check the processing time for your order to get an estimated shipping date.

In the second scenario it is also possible that the shipping confirmation email we've sent was marked as spam, so please check out your spam folder for emails regarding your order.

In the third scenario if you still didn't get a tracking number 6 business days after your order transaction has been completed, please send an email with your order number right away to support@lumwee.com. We will give you up-to-date information about your order status right away.

In the fourth scenario, your country might not be on the list of destinations eligible for shipment with tracking number.

Tracking information may not update immediately in some cases especially with registered airmail shipments. However, please rest assured your item is on its way.

Here are some reasons why tracking information may not be available:

- There may be delays between the scanning events and the website's updates.

Once we have shipped the item, the tracking status will take a few days to be updated by the shipping carrier. Therefore, please hold on for a few more days and try again later.

- The package may not be scanned until it reaches the regional hub near the destination.

- There may not be any updates available when the package is in transit between origin and the destination country. The tracking information should pick up again once your packages reaches your local country.

- Please note that most parcels will be received within 10-25 working days after the dispatch date.

The delivery time frame is valid regardless of the tracking information's availability online.

If your tracking status has not been updated for over 1 week, please contact us at here immediately or write us an email at support@lumwee.com and we will offer you further assistance.

One of the most common scenarios is that sometimes customs department in your country may decide to hold temporarily your items at the border. In many cases without any explanation. In some countries (particularly in Canada) customs department takes a very long time to resolve these holds. Although this practice is relatively rare, if your order is held up in customs, please check your country's customs department by calling them directly.

Important note: In case your order is never released by the customs, no worries! Just provide us with a written proof by the customs that they will not release your order and we'll gladly ship you a replacement.

Orders with various items are likely to be shipped separately at no extra cost due to the different processing times and to assure a faster shipment. In this case, you will receive a shipping notification for each shipment when they get shipped. If your order’s processing time has passed and you have not received any tracking information, send an email with your order number to support@lumwee.com and we will gladly assist you.