Frequently Asked Questions

Here you will find answers to common questions about shopping at lumiazos.com. If you need any further help, please contact our customer support team.

Ordering

How do I place an order?

1. Choose the product you would like to purchase and select any available options, such as colour, size or quantity.
2. Select Add to Cart.
3. Review the items in your basket and select Checkout when you are ready.
4. Enter your contact details and delivery address.
5. Add a valid discount code, if you have one, and select Apply.
6. Choose from the delivery and payment options available at checkout.
7. Check your order details carefully, then complete your purchase.

Once your order has been submitted successfully, you will see an on-screen confirmation and receive a confirmation email.

How do I know whether my order has been placed successfully?

We will send an order confirmation email containing your order number and purchase details. If you do not receive it, please check your spam or junk folder and make sure the email address entered at checkout is correct. You can also contact us for assistance.

Can I change or cancel my order?

Please email service@lumiazos.com as soon as possible with your order number and the requested change. We will do our best to help, but changes and cancellations cannot be guaranteed once an order has entered processing or has been dispatched.

How do I add an item to my basket?

Open the product page, select any available options and the quantity required, then select Add to Cart. You can then continue shopping or proceed to checkout.

How do I view or update my basket?

Select the basket icon at the top of the website. From there, you can review your items, change quantities or remove products before proceeding to checkout. Your basket total should update automatically.

Payments and Discounts

What payment methods do you accept?

The payment methods currently available to you will be shown at checkout. Depending on your device and location, these may include major debit and credit cards, PayPal and Apple Pay.

How do I pay with PayPal?

If PayPal is available at checkout, select it as your payment method. You will be redirected to PayPal to sign in and approve the payment before returning to lumiazos.com to complete your order.

How do I use a discount code?

Enter your code in the discount or promotional code field during checkout, then select Apply. Check that the discount appears in the order summary before completing your purchase. Discount codes may be subject to their own conditions and expiry dates.

Is ordering online secure?

lumiazos.com uses an encrypted connection and established payment providers to help protect your information during checkout. Payments are processed by the selected payment provider, and we do not normally receive or store your complete card details.

Shipping and Order Issues

When will my order arrive?

Any delivery estimate shown at checkout or in your tracking information is provided as guidance and is not a guaranteed delivery date. Delivery may be affected by product availability, the carrier, customs procedures, weather or other circumstances outside our reasonable control. Please see our Shipping Policy for further information.

How can I track my order?

Once your order has been dispatched, we will send you a shipping confirmation email with a tracking link or tracking number where available. Tracking information may not appear immediately after a label is created. If you need help, contact service@lumiazos.com and include your order number.

Where will my order be sent from?

Where limited stock is available in our UK warehouse, your order may be dispatched locally. Other orders may be sent from our international fulfilment centres. Items in the same order may occasionally arrive in separate parcels.

Can I change my delivery address?

Contact service@lumiazos.com as soon as possible and provide your order number and the correct address. We cannot guarantee that an address can be changed after processing or dispatch has begun.

What should I do if an item is missing, damaged or incorrect?

Please contact service@lumiazos.com as soon as possible. Include your order number, a description of the issue and clear photographs of the parcel and product where relevant. Keep the item and its packaging until we provide instructions. We will review the matter and arrange an appropriate solution in line with our policies and your statutory rights.

Why have I received only part of my order?

Some orders are dispatched in separate parcels from different fulfilment locations. If this happens, you may receive more than one tracking notification. Please check your shipping emails before contacting us about a missing item.

Returns and Refunds

What is your returns and exchanges policy?

Please read our Return and Refund Policy for eligibility, exclusions and instructions. Nothing in that policy affects your statutory rights under UK consumer law.

How do I return an item?

Email service@lumiazos.com with your order number, the item you wish to return and the reason for the return. Please wait for our return instructions before sending anything. Do not return an item to the sender's address or to a manufacturer without authorisation from our support team.

When will I receive my refund?

We will email you once an approved refund has been issued. The time taken for the funds to appear depends on your bank or payment provider and is outside our control.

Privacy and Technical Help

Which browsers work best with lumiazos.com?

For the best experience, use a current version of Google Chrome, Safari, Mozilla Firefox or Microsoft Edge. Please ensure that cookies and JavaScript are enabled for checkout.

Is my personal information kept private?

We handle personal information as explained in our Privacy Notice. We may share information with trusted service providers where necessary to operate the website, process payments, fulfil orders, provide support or meet legal obligations. We do not sell your personal information to unrelated third parties for their independent use.

What should I do if I have trouble checking out?

Check that all required fields are complete and that your billing details match those held by your payment provider. You can also refresh the page, use an up-to-date browser, clear your browser cache or try another device or available payment method. If the problem continues, contact us and describe the error you are seeing.

Contact Us

If your question has not been answered here, please contact us:

Email: service@lumiazos.com
Phone / Text: +1 (951) 631-8110
Customer Support Hours: Monday to Friday, 9:00 am–6:00 pm Pacific Time (PT)

If your enquiry concerns an existing purchase, please include your order number so that we can assist you more efficiently. Our team will respond as quickly as possible during business hours.