FAQS
Frequently Asked Questions
Welcome to LUMA HAUS. Here you’ll find answers to some of the most common questions about our products, orders, shipping, and returns.
General
What is LUMA HAUS?
LUMA HAUS is a home décor brand focused on bringing together thoughtfully selected lighting, art, and décor pieces designed to elevate your living space.
Where does LUMA HAUS ship?
We currently ship to customers 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 shown directly on each product page.
Orders
How do I place an order?
Simply choose your desired product and available options, add it to your cart, and proceed through checkout. You’ll receive an order confirmation by email after your purchase is completed.
Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible at support@lumahausliving.com.
Cancellation requests are only possible before the order has entered processing. Once an order has been processed or prepared for shipment, cancellation may no longer be possible.
How will I know if my order has shipped?
Once your order has been shipped, we’ll send you an email containing your tracking information when tracking becomes available.
Where can I track my order?
You can use the tracking information provided in your shipping confirmation email to follow your package.
If you have trouble locating your tracking information, contact us at support@lumahausliving.com.
Shipping
How long does shipping take?
Shipping times vary depending on the product, destination, warehouse, and shipping method selected.
Estimated delivery times are provided on the product page or during checkout when available. Please note that delivery estimates are not guaranteed and may be affected by carrier delays, weather, holidays, customs, or other circumstances outside our control.
How much does shipping cost?
Shipping costs depend on the product, destination, and shipping method. The applicable shipping cost will be displayed at checkout before you complete your purchase.
Why is my order taking longer than expected?
Occasionally, orders may experience delays due to carrier congestion, weather, holidays, address issues, or other unforeseen circumstances.
If your tracking information has not updated for an extended period, please contact us and we’ll be happy to help.
Will my order arrive in one package?
If you purchase multiple products, they may arrive in separate packages. Different products may be shipped from different warehouses or fulfillment locations.
Products
Are product colors and images accurate?
We make every effort to display our products as accurately as possible. However, colors may appear slightly different depending on your device, screen settings, lighting conditions, and photography.
Are product dimensions listed on each product page?
Yes. Product dimensions and specifications are provided on the relevant product page whenever they are available.
We recommend reviewing the dimensions carefully before purchasing to make sure the product is suitable for your space.
Do your lighting products include bulbs?
Bulb inclusion varies by product. Please check the individual product description and specifications to see whether bulbs are included.
Are your lighting products compatible with standard electrical systems?
Electrical specifications vary by product. Please review the voltage, bulb type, wattage, and other specifications listed on the product page before purchasing.
If you have questions about a specific product, contact us before placing your order.
Returns & Refunds
What is your return policy?
We accept eligible returns in accordance with our Return & Refund Policy.
Products must meet the applicable return requirements, and certain items may not be eligible for return.
Please review our full Return & Refund Policy before making a purchase.
What if my product arrives damaged?
If your order arrives damaged, please contact us as soon as possible at support@lumahausliving.com.
Include your order number and clear photos of the packaging and damaged product so we can review the issue and determine the appropriate solution.
What if I receive the wrong product?
If you receive an incorrect item, please contact us at support@lumahausliving.com with your order number and photos of the item received. We’ll review the issue and assist you with the next steps.
Payments & Security
What payment methods do you accept?
Available payment methods are displayed during checkout. Payment options may vary depending on your location and checkout availability.
Is my payment information secure?
We use Shopify's secure checkout infrastructure to process orders and protect payment information. 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, we’re happy to help.
Email us at:
Please include your order number when contacting us about an existing order so we can assist you more efficiently.
We aim to respond to customer inquiries as soon as possible.