FAQS
Frequently Asked Questions
Welcome to LUMA HAUS. Here you'll find answers to common questions about our products, orders, shipping, returns, and payments.
General
What is LUMA HAUS?
LUMA HAUS is a home décor brand offering thoughtfully selected lighting, art, and décor pieces designed to bring a modern and refined feel to your living space.
Where does LUMA HAUS ship?
We currently ship within the United States.
Are your products available in different sizes or finishes?
Many of our products are available in multiple sizes, colors, finishes, or styles. Available options are displayed directly on each product page.
Orders
How do I place an order?
Select your desired product and available options, add the item to your cart, and proceed to checkout. Once your order has been successfully placed, you'll receive an order confirmation by email.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at support@lumahausliving.com.
Cancellation requests can only be accommodated before an order has entered processing or fulfillment. Once processing has begun, we may no longer be able to modify or cancel the order.
How will I know when my order has shipped?
Once your order has shipped, we'll send you a shipping confirmation email with tracking information when it becomes available.
Please allow some time for the carrier's tracking system to update after receiving your tracking number.
Where can I track my order?
You can track your order using our Track Your Order page or the tracking information provided in your shipping confirmation email.
If you're unable to locate or use your tracking information, contact us at support@lumahausliving.com and we'll be happy to assist you.
Shipping
How long does delivery take?
Orders typically require 1–5 business days for processing before shipment.
After processing, estimated shipping time within the United States is approximately 7–12 business days.
This means the total estimated delivery time is approximately 8–17 business days.
Delivery times are estimates and may occasionally be affected by carrier delays, weather, holidays, customs processing, or other circumstances outside our reasonable control.
How much does shipping cost?
We currently offer free standard shipping within the United States.
Any applicable charges will always be displayed at checkout before you complete your purchase.
Why is my order taking longer than expected?
Occasionally, shipments may experience delays due to carrier congestion, weather conditions, holidays, customs processing, address issues, or other circumstances outside our control.
If your order is significantly delayed or your tracking information has not updated for an extended period, please contact us at support@lumahausliving.com so we can investigate the shipment.
Will my order arrive in one package?
Orders containing multiple products may occasionally arrive in separate packages because items can be fulfilled from different locations.
If your order is shipped in multiple packages, you may receive separate tracking information for each shipment.
Products
Are product colors and images accurate?
We make every effort to represent our products accurately. However, colors may appear slightly different depending on your device, display settings, lighting conditions, and photography.
Are product dimensions listed on each product page?
Yes. Product dimensions and specifications are provided on the applicable product page.
We recommend reviewing all measurements carefully before ordering to make sure the product is suitable for your space.
Do your lighting products include bulbs?
Bulb inclusion varies by product. Please review the individual product description and specifications to determine whether a bulb is included.
Are your lighting products compatible with standard electrical systems?
Electrical specifications vary by product. Please review the voltage, bulb type, wattage, and other electrical specifications provided on the individual product page before purchasing.
For hardwired lighting products, we recommend installation by a qualified professional in accordance with applicable local electrical requirements.
If you have questions about a particular product, please contact us before placing your order.
Returns & Refunds
What is your return policy?
We accept eligible returns within 30 days of delivery.
Returned products must meet the eligibility requirements described in our Refund & Return Policy. For eligible change-of-mind returns, customers are responsible for return shipping costs.
Please contact us before returning an item so we can provide return authorization and the appropriate instructions.
What if my product arrives damaged or defective?
If your order arrives damaged or defective, please contact us as soon as possible at support@lumahausliving.com.
Please include your order number, a description of the issue, and clear photos or videos of the product and packaging when applicable.
We'll review the issue and provide an appropriate resolution, which may include a replacement, replacement component, full or partial refund, or store credit depending on the circumstances.
What if I receive the wrong product?
If you receive an incorrect item, contact us at support@lumahausliving.com with your order number and photos of the item received.
We'll review the issue and provide the appropriate next steps.
Who pays for return shipping?
For eligible returns due to a change of mind, preference, or ordering the incorrect item or variant, the customer is responsible for return shipping costs.
If you receive an eligible damaged, defective, or incorrect product, please contact us before returning it. We'll review the issue and provide the appropriate return or replacement instructions.
Payments & Security
What payment methods do you accept?
Available payment methods are displayed during checkout. The payment options available to you may vary depending on checkout availability.
Is my payment information secure?
Payments are processed through secure payment infrastructure used by our checkout and payment providers. LUMA HAUS does not have access to your complete payment card information.
Contact Us
How can I contact LUMA HAUS?
If you have a question that isn't answered here, please contact us at:
When contacting us about an existing order, please include your order number so we can assist you efficiently.