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SHIPPING POLICY
Last updated: 10 May 2026
This Shipping Policy explains how LUMA (Florian BOICHUT, trading as LUMA) processes, dispatches and delivers orders placed through www.lightsbyluma.com.
For any shipping-related enquiry: contact@lightsbyluma.com | +33 6 52 53 12 42
1. ORDER PROCESSING TIME
All orders are processed within 1 to 2 business days from the date your order confirmation email is sent. Business days are Monday to Friday, excluding public holidays.
Orders placed on a weekend or public holiday will be processed on the next business day.
You will receive a dispatch confirmation email — including your tracking number — once your order has been handed to the carrier.
2. DELIVERY OPTIONS AND ESTIMATED DELIVERY TIMES
2.1 Standard Delivery — United Kingdom
Processing time: 1 to 2 business days
Transit time: 7 to 10 business days
Estimated total delivery time: 8 to 12 business days from order date
2.2 Express Delivery — United Kingdom
Express delivery is available on select orders. The estimated delivery timeframe and associated cost are displayed at checkout before you complete your purchase.
Note: All delivery timeframes are estimates. We are not liable for delays caused by carriers, customs procedures, adverse weather or circumstances beyond our control.
3. SHIPPING COSTS
Shipping costs are calculated at checkout based on your delivery address, the weight and dimensions of your order, and the delivery method selected. The exact cost will be displayed clearly before you complete your purchase.
4. ORDER TRACKING
Once your order has been dispatched, you will receive a dispatch confirmation email containing your tracking number and a link to track your parcel. If you have not received your dispatch confirmation within 5 business days of ordering, please check your spam folder, then contact us at contact@lightsbyluma.com.
5. DELIVERY ADDRESS ACCURACY
It is your responsibility to ensure that the delivery address provided at checkout is complete and accurate. LUMA is not responsible for non-delivery or loss of parcels resulting from an incorrect or incomplete address. If a parcel is returned to us due to an address error, we will contact you to arrange re-delivery at your cost, or process a refund for the Products (excluding shipping costs).
6. FAILED DELIVERY ATTEMPTS
If a delivery attempt is unsuccessful, the carrier will typically notify you via email, SMS or a card left at your address. You will have a limited period to collect the parcel or arrange re-delivery before it is returned to us. If a parcel is returned after a failed delivery, please contact us at contact@lightsbyluma.com. We will arrange re-delivery at your cost or process a refund for the Products (excluding original shipping costs).
7. LOST OR DELAYED PARCELS
If your parcel has not arrived within the estimated delivery window, please:
1. Check your tracking information via your dispatch email.
2. Check with neighbours or at local collection points.
3. Contact us at contact@lightsbyluma.com with your order number.
We will investigate with the carrier on your behalf. If a parcel is confirmed lost, we will offer a replacement (subject to availability) or a full refund. Please contact us within 30 days of the expected delivery date.
8. DAMAGED IN TRANSIT
If your Product arrives damaged:
1. Photograph the damaged Product and outer packaging before disposing of any materials.
2. Contact us within 48 hours at contact@lightsbyluma.com, attaching your photographs and order number.
We will offer a replacement, repair or refund under the Consumer Rights Act 2015. Please retain the damaged Product and packaging until your claim is resolved.
9. LIGHTING PRODUCTS — DELIVERY NOTES
Lighting Products are fragile. We recommend that you:
- Inspect outer packaging for visible damage before signing for delivery.
- Note any damage on the delivery receipt before signing.
- Unpack and inspect your Product promptly, before installation.
- Retain original packaging until you are satisfied with the Product.
10. CUSTOMS, DUTIES AND IMPORT TAXES
Our Products are dispatched from France. For orders delivered to the United Kingdom, LUMA is responsible for ensuring that goods are correctly declared for customs purposes. However, any import duties, customs fees or local taxes levied by UK customs authorities are outside our control. We declare all packages with an accurate description and value. We do not mark packages as "gifts" or under-declare their value.
LUMA is not responsible for delays caused by customs clearance procedures.
11. CHANGES TO YOUR ORDER OR DELIVERY ADDRESS
To change your delivery address or cancel your order after placing it, contact us as soon as possible at contact@lightsbyluma.com. We cannot guarantee changes once an order has been dispatched. If already dispatched, your statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 will apply — see our Returns and Refunds Policy.
12. CONTACT US
LUMA – Florian BOICHUT
Email: contact@lightsbyluma.com
Telephone: +33 6 52 53 12 42
Address: 793 chemin des Mauruches Supérieures, 06220 Vallauris, France
Response time: within 24 working hours (Monday to Friday)