Frequently Asked Questions (FAQ)
Welcome to the Lumelo Help Center! Below you’ll find answers to the most common questions about our products, orders, shipping, and returns.
1. How can I place an order?
Simply browse our collections, add your favorite items to the cart, and proceed to checkout. Once your order is placed successfully, you’ll receive a confirmation email with your order details.
2. What payment methods do you accept?
We accept the following payment methods:
Visa, Mastercard, American Express (AMEX), Discover, Apple Pay, Google Pay, Shop Pay, and PayPal.
All transactions are processed in USD (United States Dollars).
3. Do you charge for shipping?
No! Shipping is completely free on all orders — no minimum purchase required.
4. How long will it take to receive my order?
Orders are processed within 1–3 business days (Monday to Friday, excluding holidays).
Once shipped, delivery typically takes 5–8 business days to We can ship to United States(excluding overseas territories and islands), Canada, United Kingdom, Germany, France, Australia, Japan, Singapore, etc.But if some countries are due to wars, natural disasters or force majeure, we can not ship to these countries.
5. What is your order cut-off time?
Orders placed after 2:00 PM (local time) will be processed on the next business day.
6. How can I track my order?
Once your order ships, you’ll receive an email with a tracking number and link to track your shipment in real time.
7. Can I change or cancel my order after placing it?
Yes, but you must contact us at happy@lumelo.us within 24 hours of placing your order to request a change or cancellation.
8. What is your return policy?
Please check more details on Return and Refund policy.
9. Do you offer exchanges?
Yes. If you’d like to exchange an item, please contact happy@lumelo.us within 30 days of receiving your order.
10. When will I receive my refund?
Once we receive and inspect your return, your refund will be issued to your original payment method within 10 business days.
11. What should I do if my item is damaged or defective?
If you receive a damaged or defective product, contact us immediately at happy@lumelo.us with your order number and clear photos of the issue. We’ll arrange a replacement or full refund at no cost to you.