Shipping Policy
WHAT IS THE DELIVERY TIME?
The delivery time consists of two stages:
1. Processing time (1 to 3 business days):
Order confirmation, customisation, quality check, and packaging.
2. Shipping time:
5–20 business days.
3. Shipping options:
We offer free standard shipping service.
4. Warehouse operating hours and processing time:
Our warehouse operates Monday to Friday, on business days. The cut-off time for order processing is 12:00 (GMT+01:00) CET.
ADDRESS CHANGE
Address changes are only possible for a short period after placing the order. Please contact our customer service team at: lumisilk.za@gmail.com
ORDER CANCELLATION
Please note that once an order has been placed, it cannot be modified or cancelled before delivery. All orders are processed immediately to ensure on-time delivery.
LOST / RETURNED PACKAGE?
If a package is lost or cannot be delivered due to a logistics issue, we will send a new one immediately. Please contact our customer service team at: lumisilk.za@gmail.com.
MY PRODUCT IS DAMAGED
How frustrating! Unfortunately, it can happen that a product arrives damaged during transport, or that an incorrect item is sent.
- We will always send a new package free of charge the first time, but unfortunately we cannot offer a refund.
- If the product arrives damaged a second time, we will refund the full purchase price.
QUESTIONS?
Send us a message at: lumisilk.za@gmail.com and we will get back to you as soon as possible.