FAQs

Frequently Asked Questions on Account, Payment and Shipping.

For any product related questions, detailed information can be found in product descriptions. Please contact us directly if you need more information.

MOST FAQ: It's been few days since i received shipping confirmation email but tracking still says "USPS is awaiting item" or "Pre-Shipment".
Some items are currently being shipped from our international partner facilities (Spain or Singapore) while other items such as T-shirts get shipped from US. For items shipped from our international partner, it may take about a week for your package to clear US customs. The information may not get updated on USPS website until they receive the package from customs. However, once USPS has your package, they usually deliver in about 2-3 days. Please note that there may be significant delays during holiday season. 

For packages arriving from our international warehouses, we use private shipping company that is as safe and secure as any other major companies. However, given we have to offer free shipping and make sure customers don't pay any custom fees, it unfortunately makes shipping times slower.

Is it necessary to create account?
No, you can continue to check out as guest. However, having an account will help you track all of your orders in one place. It will also help you with faster checkouts for future purchases.

I can’t login to my account.
Please make sure you are using the correct email address and password. If you forgot your password then you can reset it from the login page

What type of payments do you accept?
We accept PayPal and all major credit and debit cards.

Is my payment secured?
Yes, your payment is 100% secured and encrypted. We have an SSL Certificate in place and you can verify it here.

Can i cancel after payment?
Please contact as soon as possible. We immediately start the process of packaging and shipping your item. However, we will do our best to help you cancel the order and refund you in full. 

I did not receive confirmation emails
When you place an order, you immediately receive a confirmation email. You also receive shipping confirmation email with tracking number once your order has been shipped. Sometimes our servers don't recognize emails with extensions such as @icloud.com and @yahoo.com and if you used any of these or organizational extensions then you may not receive confirmation emails. If you haven't received any confirmation email then please contact us immediately. 

When do you ship the item?
We typically ship within 1-2 business days. We will send you an update once the item is shipped.

Will you provide tracking number?
Yes, all of our products are shipped with tracking numbers. You will receive an email with more details on shipping once the item has been shipped.

When will I receive the item?
Since the item is shipped from an international warehouse, it may take 1-2 weeks for the product to arrive. In most cases, items usually arrive within 7-14 days but there could be slight delays during holiday season. 

I have ordered different items. Will they arrive at different times?
Currently yes, since we are shipping out from different locations (US, Spain and Singapore), you may receive the items at different intervals.

I still want my item to be delivered quickly.
You can send us a special request before placing the order and we will provide you an updated invoice (changes in shipping charges) with an approximate delivery time. Please note that in such cases, any ongoing offer such as Free Shipping will be nullified.

I haven’t received my item yet.
Please use the tracking number to find out the estimated delivery time. If it has been more than 3 weeks then please contact us and we will help resolve the issue as soon as possible. We will either re-send you same items or refund you in full, based on your preference. 

I have received a wrong/defective/broken item!
We make sure all orders are carefully processed and packed. If, for some reason, you do face such an issue then please contact us. We will send you the same product for free or offer you a full refund. Please note that we do not offer returns or refunds for any item ordered by mistake. You can also read our Refund Policy.

I have more questions.
Please contact us at contact@luminush.com or fill out the form here