Shipping policy

Overview
We deliver only within the United Kingdom (England, Scotland, Wales, and Northern Ireland). Shipping charges are calculated at checkout based on the parcel’s weight and dimensions so you pay the exact cost for your order.

How shipping is calculated

  • Rates shown at checkout are calculated automatically using the parcel weight and dimensions supplied for each product and any packaging applied at checkout.
  • Carriers often compare actual weight vs. dimensional (volumetric) weight and use the higher value — we follow the carrier’s rule so the final rate may reflect dimensional weight for light, bulky items.
  • If you order multiple items we will attempt to combine them into the smallest number of parcels possible; the checkout will display the combined shipping cost.

Delivery options & estimated times

  • Standard delivery: typically 2–5 business days.
  • Express delivery: typically 1–2 business days (where available).
    Delivery timeframes are estimates provided by carriers and start from the time your order is dispatched (after processing time). During peak periods or for remote postcodes, delivery may take longer.

Processing & dispatch

  • Orders are usually processed within 1–2 business days unless otherwise stated on the product page.
  • You will receive a dispatch confirmation email with tracking information as soon as your order ships.
  • Areas we cannot ship to / remote locations

  • We ship to UK street addresses and most PO Boxes. Some carriers or services do not deliver to certain PO Boxes or remote island/postcode areas (e.g., some Scottish Highlands / Islands, Channel Islands, Isle of Man). If a postcode is unsupported the checkout will either show a higher service price or prevent that option. If you’re unsure, contact us before ordering.

Tracking & missed deliveries

  • Most shipments include tracking. Tracking details will be emailed once your parcel is dispatched.
  • If a delivery attempt fails, the carrier may leave a card with instructions for re-delivery or collection from a local depot.

Lost, damaged or incorrect deliveries

  • If your parcel is marked delivered but you cannot find it, or if it arrives damaged, contact us immediately at the address below and we’ll open an investigation with the carrier and help resolve the issue. Please keep all packaging and photos of damage where possible.

Customs & taxes

  • We ship only within the UK so there are no customs or import charges for orders placed on this site.

Returns and refunds

  • Returns are handled under our separate Returns & Refunds policy. Please refer to that page for how to return items and who covers return shipping costs.

Contact

If you have any questions about shipping or an order in transit, email: support@lumen-official.com or use the contact form on our site. Please include your order number and postcode when enquiring.