FAQ

General:

 

WHY SHOULD I PROVIDE MY REAL EMAIL AND PHONE NUMBER WHEN I ORDER? I DON’T WANT SPAM.

Your information stays privately with us and we wouldn’t ever want to spam you. It’s important to have a way for our customer service team to contact you about your order so nothing surprising happens! Inaccurate credit card information is a finger’s slip away and occasionally your selection is so stellar that it’s on backorder. We also want to make sure you get our email confirmation as a record of the order. Working with customers makes us happy; we just need a way to keep the lines of communication open.

 

WHY DIDN’T I RECEIVE AN E-MAIL CONFIRMATION WHEN I MADE MY ORDER?

Good for you for keeping your inbox safe with a tough spam filter. Though our confirmations are not spam, check there first. If the email isn’t there, please call our customer service team at 1-866.516.3120. Don't forget to add us in your safe Email List.

 

HOW WILL I KNOW IF MY ORDER HAS BEEN SHIPPED?

As soon as your order leaves our warehouse, our system automatically sends you a shipping confirmation email with your USPS tracking number. Click on the tracking number and you can access to-the-minute location information.

 

USPS Tracking Terms:

 

Manifest pick-up: This means your order is ready to be shipped and waiting for USPS to pick it up from our warehouse.

Pick-up scan: This means it has left our facility and is on its way to you now.

In transit: Your order is on the move.

Out for delivery: Your item is really close, as in ‘on its way to your home this very moment.’

Exception: This unlikely scenario means that USPS has run into very bad weather and is rerouting your order.

If there is no activity for two days, we can help. Our number is 1-866.516.3120; don’t hesitate to call! If your package has been damaged or lost by USPS it takes up to 8-10 business before we can re-ship your order or give you full credit.

 

I PUT THE WRONG SHIPPING ADDRESS, OR MADE A MISTAKE ON MY ORDER, CAN YOU CHANGE IT?

If you receive an order confirmation email and notice a mistake with the order, please call us at 1-866.516.3120. If it’s after business hours, leave us a clear and detailed message with your name, phone number, and your order number (if available).

 

CAN I RETURN OR EXCHANGE MY MERCHANDISE?

We offer a 100% satisfaction guarantee if you are having a problem with your order you can email us at info@lumalou.com and we will be happy to help you. :)