Here you will find answers to the most common questions about ordering, delivery, returning, and warranty. Is your question not listed here? Then contact us via the contact page or send an email to info@lumuno.nl.
Ordering and paying
Which payment methods can I use?
The current payment options are shown during checkout. You choose the payment method that is available for your order.
Are the prices inclusive of VAT?
Yes. The prices for consumers are inclusive of VAT and, where applicable, import duties and unloading costs. Any other costs will be clearly displayed before placing your order.
Can I change or cancel my order?
Contact us as soon as possible via info@lumuno.nl. As long as your order has not yet been processed or shipped, we can usually cancel it. An address change cannot be guaranteed after processing. Has your package already been sent? Then you can return it after receipt according to our return policy.
Shipping and delivery
What are the shipping costs?
We do not charge any shipping costs for all orders.
What is the delivery time?
The expected delivery time varies per product. On every product page, before ordering, you will see the estimated delivery time: approximately 8 days or 2–4 weeks. Where possible, we deliver earlier.
How can I track my order?
Once your order has been shipped, you will receive an email with a tracking code if available. It may take some time before the carrier updates the tracking information.
Why did I receive my order in multiple packages?
An order may consist of multiple packages and be delivered at different times. You will not be charged any additional shipping costs for this.
My order is delayed. What should I do?
Check the tracking information first. If your order has not arrived within the time indicated on the product page, please contact us and mention your order number.
Returning and getting a refund
How long do I have to return a product?
As a consumer, you have 30 days from receipt to let us know that you wish to return your order. If you receive one order in multiple packages, the period starts when the last package is delivered. After your return notification, you have 14 more days to send the package back.
How do I report a return?
Within 30 days of receipt, send an email to info@lumuno.nl with your name, order number, and the product you wish to return. You can also register your return or cancellation via your Lumuno customer account. A special return form is not required.
What is the return address?
Lumuno
Hastelweg 260D
5652 CN Eindhoven
Netherlands
Wait with sending back a damaged, defective, or incorrectly delivered product until you have received our instructions.
Who pays for the return costs?
For a regular return because you have changed your mind, you choose and pay for the return shipment. For a valid claim regarding a damaged, defective, or incorrectly delivered product, Lumuno covers the necessary costs for return, repair, or replacement.
When will I get my money back?
We process the refund as soon as possible after receiving and inspecting the returned item. The refund will be made within the legal period of 14 days after your return notification, via the same payment method. We may wait until we have received the product or until you prove that it has been returned. For a valid full withdrawal, we will refund the purchase amount and any potentially paid costs for the cheapest standard delivery.
Can I try out a product?
Yes. You may view and try out a product as long as it is necessary to determine its nature, characteristics, and functionality. Using it further than necessary may lead to depreciation. Therefore, return the product carefully, complete, and where possible with the accessories and packaging.
Are there products that cannot be returned?
Products that have been made according to your specifications, are clearly of a personal nature, or fall under another legal exception may be excluded from the right of withdrawal. If this applies to a product, it will be clearly stated in the offer before purchase. The return right applies to consumers; business returns are only possible if agreed in advance or granted at the seller's discretion.
Problems, warranty, and use
What should I do if I receive a damaged, defective, or incorrect product?
Send an email to info@lumuno.nl as soon as possible with your order number and a short explanation. If there is damage, include clear photos of the product and packaging; a video can also help us assist you faster. Do not return the product before receiving our instructions.
Do I have a warranty?
As a consumer, you have the right to the legal warranty: the product must meet what you reasonably expect at the time of delivery. Report any defects as soon as possible after discovering them. Any factory or seller warranty is in addition to your legal rights and does not limit them.
Can I install every lamp myself?
Always follow the product, installation, and safety instructions. Work that must be carried out by a professional according to the instructions or applicable regulations should be carried out by a sufficiently qualified person. Also check before use whether the product is suitable for the chosen space and conditions.
Contact
How do I contact Lumuno?
Use our contact page or send an email to info@lumuno.nl. When asking about an order, always mention your order number so we can help you faster.
This FAQ is a practical summary. In case of discrepancies, our general terms and conditions, the shipping policy, the return policy, and the applicable law are binding.