FAQ (Frequently Asked Questions)

Welcome to our FAQ page! Here you will find answers to frequently asked questions about our online shop and our products. If you have any further questions, please contact our customer service.

General questions

1. Do I need to create an account to place an order?

No, you can order as a guest.

2. What payment methods do you accept?

We accept the following payment methods:

  • Credit cards (Visa, MasterCard, American Express)
  • PayPal
  • Instant bank transfer
  • Apple Pay
  • Google Pay

Orders

3. Can I change or cancel my order after submitting it?

Orders can only be changed or cancelled before they have been dispatched. Please contact our customer service as soon as possible to make any changes.

4. What should I do if I received a damaged or incorrect product?

If you have received a damaged or incorrect product, please contact our customer service immediately. We will resolve the issue as quickly as possible and send you a replacement if necessary.

Shipping and delivery

5. How long does shipping take?

Delivery time depends on your location and the shipping method you choose. Typically, delivery time is 6-10 working days, but this may vary due to high demand.

6. What are the shipping costs?

Shipping costs are completely free

Returns and exchanges

7. How can I return a product?

If you are not satisfied with your purchase, you can return the product within 14 days of receipt. Please contact our customer service to receive a return number and return instructions.

8. Are there any return costs?

The return shipping costs are to be borne by the customer unless the product is damaged or delivered incorrectly, in which case we will cover the return shipping costs.

9. When will I receive my refund?

Once we receive and inspect the return, we will refund the purchase amount to the original payment method. This may take up to 14 business days.

Contact and customer service

10. How can I contact customer service?

Our customer service is available by email at info@lumino-shop.de. Our opening hours are Monday to Friday from 9:00 a.m. to 6:00 p.m.

11. Is there a store I can visit?

We currently only operate an online store and do not have a physical store. However, you can always shop with us online and our customer service is available to answer any questions you may have.

We hope this FAQ page has answered your questions. Thank you for shopping with us!