Shipping Policy

Lumiere & Home

Last Updated: November 2025

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Shipping Overview

We offer international shipping with two delivery options to meet your needs. All orders are processed from our facility in Mannheim, Germany.

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2. Processing Time

When We Process Orders:

• Orders are processed Monday through Friday (excluding German public holidays)
• Orders placed before 12:00 PM CET are typically processed the same business day
• Orders placed after 12:00 PM CET or on weekends/holidays are processed the next business day

What "Processing" Means:

During processing, we:

• Verify payment
• Prepare your items for shipment
• Package your order securely
• Generate shipping label and tracking information

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3. Shipping Destinations

We Ship To:

We currently offer international shipping to multiple countries. Available destinations and shipping options will be displayed during checkout based on your delivery address.

Restrictions:

We do not ship to:

• PO boxes (unless specified at checkout)
• Military APO/FPO addresses
• Certain remote areas (availability checked at checkout)

If we cannot ship to your location, you will be notified during the checkout process.

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4. Shipping Costs

Standard Shipping:

• FREE for all orders
• No minimum purchase required

Express Shipping:

• Additional fee applies
• Cost calculated based on:
  • Delivery destination
  • Package weight and dimensions
  • Selected carrier
• Exact cost displayed at checkout before payment

No Hidden Fees:

The shipping cost shown at checkout is the final amount. We do not add additional shipping charges after purchase.

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5. Order Tracking

Tracking Information:

• Sent via email once your order ships
• Includes carrier name and tracking number
• Link to track your package online

Tracking Your Order:

1. Check your email for shipping confirmation
2. Click the tracking link or copy tracking number
3. Visit the carrier's website to see real-time updates

Tracking Issues:

If you haven't received tracking information within 3 business days after placing your order, please contact us at lumiereandhome@gmail.com

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6. Delivery

Delivery Method:

Orders are delivered by:

• DHL
• DPD
• Other international carriers (depending on destination)

The specific carrier will be noted in your shipping confirmation email.

Signature Required:

Most shipments do not require a signature unless:

• The carrier determines it necessary
• The delivery location requires it
• High-value items (carrier discretion)

Delivery Attempts:

If delivery is attempted but no one is available:

• Carrier will leave a notice with instructions
• Package may be left in a safe location (carrier's discretion)
• Package may be held at a local facility for pickup
• You may be able to reschedule delivery through the carrier

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7. Estimated Delivery Times by Region

These estimates include processing time.

Standard Shipping (FREE):

• All Countries: 7-10 business days (total)

Express Shipping (PAID):

• All Countries: 3-4 business days (total)

Note: Delivery times are estimates and may vary due to customs clearance, weather, carrier delays, or other factors beyond our control.

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8. International Shipping

Customs and Import Duties:

• Customs Fees: May apply for shipments outside the EU
• Import Duties/Taxes: Buyer is responsible for any customs duties, taxes, or fees imposed by the destination country
• Customs Delays: Can extend delivery time; not included in our estimates
• Documentation: All required customs paperwork is included with your shipment

EU Shipments:

For deliveries within the European Union:

• VAT is included in the price
• No additional customs fees for intra-EU shipping

Non-EU Shipments:

For deliveries outside the EU:

• Your local customs authority may charge import duties
• These charges are not included in our prices
• You are responsible for paying these fees to receive your package

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9. Shipping Delays

Possible Causes of Delays:

• Customs clearance (international orders)
• Weather conditions
• Carrier delays
• Incorrect or incomplete address
• Local delivery restrictions
• Peak shopping seasons
• Public holidays

If Your Order Is Delayed:

1. Check tracking information for updates
2. Allow full estimated delivery time to pass
3. Contact the carrier if tracking shows no movement for 3+ days
4. Contact us at lumiereandhome@gmail.com if:
   • Tracking hasn't updated in 5+ business days
   • Delivery estimate has passed by 5+ business days
   • You need assistance resolving delivery issues

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10. Lost or Damaged Shipments

Lost Packages:

If tracking shows your package as delivered but you haven't received it:

1. Check with neighbors or building management
2. Verify the delivery address was correct
3. Check safe delivery locations (porch, garage, etc.)
4. Wait 24 hours (sometimes marked delivered early)
5. Contact us at lumiereandhome@gmail.com if not found within 48 hours

We will:

• Investigate with the carrier
• File a claim if necessary
• Send a replacement or issue a refund

Damaged Packages:

If your package arrives damaged:

1. Take photos of the damaged packaging and product
2. Do not discard the packaging
3. Contact us at lumiereandhome@gmail.com within 48 hours

We will:

• Review your case
• Arrange for return if necessary
• Send a replacement or issue a refund

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11. Address Changes

Before Shipment:

If you need to change your shipping address:

• Contact us immediately at lumiereandhome@gmail.com
• Include your order number
• We will update the address if your order hasn't shipped yet

After Shipment:

Once your order has shipped:

• We cannot change the delivery address
• Contact the carrier directly using your tracking number
• They may be able to redirect the package (fees may apply)

Incorrect Address Provided:

If you provided an incorrect address:

• We are not responsible for packages sent to the wrong address
• Return shipping fees and reshipment costs may apply
• Contact us to discuss options

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12. Undeliverable Packages

If a package is returned to us as undeliverable due to:

• Incorrect address
• Refused delivery
• Multiple failed delivery attempts
• Unable to clear customs

We will:

• Email you to resolve the issue
• Offer reshipment (you pay shipping costs)
• Issue a refund minus original shipping costs (if applicable)

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13. Order Modifications

Canceling Orders:

• Contact us immediately at lumiereandhome@gmail.com
• Orders can only be canceled before shipment
• Once shipped, standard return policy applies

Adding Items:

• We cannot add items to existing orders
• Place a new order for additional items

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14. Packaging

All orders are:

• Packaged securely to prevent damage
• Shipped in plain or branded packaging
• Include all necessary documentation
• Environmentally conscious materials when possible

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15. Peak Season Shipping

During high-volume periods (holidays, sales events):

• Processing times may extend by 1-3 business days
• Carrier delivery times may be longer
• We will notify you of any delays via email

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16. Contact Us

Questions About Shipping?

Email: lumiereandhome@gmail.com
Response Time: Within 24-48 hours (Monday-Friday, 8:00 AM - 4:00 PM CET)

When contacting us, please include:

• Your order number
• Tracking number (if available)
• Specific question or concern
• Photos (if reporting damage)

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17. Related Policies

For information about returns and refunds, please see:

• Return & Refund Policy
• Terms of Service
• Privacy Policy