Help & FAQ
Ordering information
You can track your order from your account (if you have created an account for your order).
In your order history, you will find the progress of your order.
In addition, you will receive an email as soon as your order is shipped, with a tracking number for the package(s). This tracking number will be available when the French postal services have received the package.
We are sorry. There have been some unforeseen delays, pushing back the shipping date of your order. We understand that this is not an ideal situation and we know how excited you are to receive your order - we also want for you to receive it at home. So we will do everything we can to ensure that you receive your order as soon as possible.
The demand for interior decoration and furniturea is growing and putting pressure on the manufacturers and craftsmen who make our products. Significant port delays are also causing unusual delays in our deliveries.
We do offer the option of delivery for certain products, but this is only possible for :
- If all products are delivered by the same carrier and with the same delivery option (standard or premium).
- If the shipping time is not too far away.
In this case, we will be able to make a grouped delivery of your items. However, as our lights are produced by a number of manufacturers, our items may arrive at our distribution center on different dates and may have different transit times, so we cannot offer this option on all orders.
But don't worry: we will keep you informed throughout your order and you will be able to track the arrival of your various products.
Generally, the delivery time is between 4 and 6 weeks.
On the page of each article, an estimate of the delivery time is indicated, for example 4 to 6 weeks. During the Sales periods, delivery times can be up to approximately 8 weeks.
In order to guarantee optimum quality, we manufacture our models on demand in our factories abroad. So their production can take a little time.
You can check the status of your order by logging into your customer account. The tracking information on your account is updated regularly. For more information, please contact us.
Due to the current high demand, our delivery times are longer, but we are doing our best to reduce them.
In addition, the freight transport sector is currently under great pressure. This affects the time it takes for our products to arrive at the ports and may result in a change in the shipping date or a delay in the delivery of your order. We make every effort to ensure that our orders are shipped as quickly as possible.
Delivery
Delivery in France, Monaco and Andorra, Switzerland, Belgium, Luxembourg, Germany, United Kingdom, Italy, Spain and Portugal.
You can change your delivery address via your account up to 24 hours before it is shipped.
Please contact us.
If you are absent at the time of delivery, our carrier will leave you a notice with the reference of your package in order to reschedule the delivery.
It is possible that the carrier will drop off the parcel at a collection point, so you will have 14 days to collect it with your ID card.
Shipping is completely free of charge on all products in the Lumeers.com catalogue.
Returns and refunds
The customer has a legal period of 14 clear days to exercise his right of withdrawal from the date of receipt of the goods without having to justify his reasons or pay any penalties.
The return costs are paid by the customer. The customer will be fully reimbursed for the sums paid (except for shipping costs) upon receipt and verification of the return of his or her items without undue delay and at the latest within 14 days of the date on which he or she exercised his or her right of withdrawal.
Returns should be sent to the following address
Axiom Company
46 avenue stalingrad
93230 Romainville
Email : contact@lumeers.com (to be filled in on the parcel label in order to receive the parcel tracking)
In order for the withdrawal period to be respected, the Customer must send us his communication concerning the exercise of his right of withdrawal before the expiry of the withdrawal period.
All returned items (items, original packaging, accessories, instructions, etc.) must be returned perfectly intact.
Subject to compliance with these return conditions, Lumeers.com will refund the returned items within 7 days of the goods being returned to stock.
Lumeers .com will refund the Customer using the same method of refund as that used for the original transaction.
The refund will be made to the account linked to the card used for your purchase or to your Paypal account in the form of a return transaction.
Once your refund has been confirmed by our services, your refund will appear in your account within a few days. However, sometimes this can vary depending on the bank and the type of card you used. If you have used a Paypal account, we invite you to check your Paypal emails to ensure that your refund is not pending validation. You can also contact us for more information.
In order to fight against fraud, we cannot carry out this operation. All refunds are made from the card or Paypal account used to pay for the order.
You can cancel your order at any time and get a full refund. Simply contact us before the product is shipped from our distribution centre.
First of all, we are sorry that this is the case. We have very strict quality controls in place, both at the manufacturers and in our warehouses. Breakage is therefore exceptional but possible.
We invite you to contact us as soon as possible after delivery with photos of the damaged areas of your item. Our Customer Service will then explain the options available to you: sending a new product or a refund.
Payments and codes SALES
After the validation of your Shopping Cart, you will be able to enter the code in capital letters, without spaces, exactly as it was presented to you a .
Your code may be subject to a minimum amount (excluding delivery charges) which can be found in the promotion's terms and conditions.
Yes, we do not store all of your credit card details, we only keep an imprint for future orders and enough information to allow you to recognise your card in your customer area, i.e. :
- The last 4 digits of your credit card number
- The expiry date
- Type of card (Visa, Mastercard)
- The name of the cardholder.
Of course, just contact us and we will send it to you as soon as possible.
Didn't find what you were looking for?
Due to a high volume of requests, our current response time is longer than usual.
In order for us to resolve your request as quickly as possible, please send us as much information as possible about your order.
We thank you for your understanding.
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