Shipping policy

Shipping Policy

Last updated: May 18, 2026

Where We Ship

Lumée ships to the United States, Canada, the United Kingdom, the European Union, Australia, and New Zealand. Other destinations may be added as we grow — if you don't see your country at checkout, email hello@uselumee.com and we'll let you know.

Processing Time

Orders are processed within 1–2 business days of payment confirmation. Orders placed on weekends or holidays begin processing on the next business day.

Shipping Times by Region

Shipping times below are estimates, not guarantees. Actual delivery may vary due to carrier delays, customs processing, holiday volume, or events beyond our control.

Destination	Estimated transit time
United States (including Puerto Rico)	5–10 business days
Canada	7–14 business days
United Kingdom & European Union	7–14 business days
Australia & New Zealand	10–18 business days

Total estimated time from order to delivery = 1–2 business days processing + transit time above.

Shipping Costs

Free worldwide shipping on every order, in every destination listed above.
Where local taxes, VAT, or customs duties apply, they are the responsibility of the recipient. See "Customs and Duties" below.

Tracking

Once your order is dispatched, you will receive an email with a tracking number and a link. Tracking typically becomes scannable within 24–48 hours of dispatch. If your tracking has not updated after 5 business days, email hello@uselumee.com with your order number — we'll investigate with the carrier.

Customs and Duties (International)

For international orders outside the United States, your local customs office may assess import duties, VAT, or processing fees. These charges are not included in our prices or shipping fees and are the responsibility of the recipient.

Lumée declares the actual value of your order on the customs declaration. We cannot mark packages as "gifts" or under-declare values; doing so is illegal in most jurisdictions and would void our shipping insurance.

If a package is refused at customs and returned to us, we will refund the product cost minus the original outbound shipping cost incurred by us.

Lost, Stolen, or Misdelivered Packages

If your tracking shows your order as delivered but you cannot locate it:

Check with neighbors and your building's mailroom or front desk.
Confirm the shipping address you entered at checkout.
Contact the local carrier with the tracking number for a delivery investigation.
If still unresolved after 5 business days, email hello@uselumee.com. We will work with the carrier and either replace the order or issue a refund, at our discretion.

For packages that never arrive, we open a carrier investigation. If the carrier confirms the package is lost, we replace the order or refund in full.

Incorrect Shipping Address

It is the customer's responsibility to enter a correct, complete shipping address at checkout. Orders shipped to an address provided by the customer that is later found to be incorrect or undeliverable will be refunded for the product cost only — not the shipping cost — once the package is returned to our fulfillment center.

If you notice an address mistake immediately after placing your order, email hello@uselumee.com within one hour. We will do our best to correct the address before dispatch, but cannot guarantee changes after the 1-hour window.

Holiday and Peak-Season Delays

During holiday shopping periods (mid-November through early January), Lunar New Year, and other regional peak-shipping times, carriers experience higher volume and longer transit times. Expect delays of 3–7 additional business days during these windows. We dispatch on our normal schedule but cannot accelerate carrier delivery.

Carrier Partners

We work with major international carriers, including USPS, FedEx, DHL, UPS, Royal Mail, Canada Post, Australia Post, and country-specific national postal services. The carrier used for your order depends on the destination and the most cost-effective service available at the time of dispatch.