Orders placed on working days before 14:00 are dispatched the same day.
Our warehouse continues packing orders until 22:00; however, orders placed after 14:00 will be dispatched on the next working day.

Please note that delivery times depend on the parcel carrier. While we dispatch orders as quickly as possible, we cannot guarantee delivery on a specific day. We also work with an external fulfilment partner, and although rare, processing or picking errors may occur, which could result in delays.

For this reason, we always recommend placing your order as early as possible. LumenXL cannot be held responsible for delays caused by parcel carriers or fulfilment partners.

Orders placed on working days before 14:00 and paid for immediately are dispatched the same day.

Our warehouse operates from Monday to Friday. Orders placed on Saturdays or Sundays will be processed and dispatched on the next working day.

Delivery times depend on the parcel carrier. While we dispatch orders as quickly as possible, we cannot guarantee delivery on a specific day. We work with an external fulfilment partner and, although uncommon, processing or picking errors may occur, which could result in delays.

For this reason, we recommend placing your order as early as possible. LumenXL cannot be held responsible for delays caused by parcel carriers or fulfillment partners.

In some cases, the order confirmation email may end up in your spam or junk folder. Please check these folders first. If you still can’t find the confirmation, feel free to contact our customer service team for assistance.

Our customer service team is available during the following hours:

Monday to Thursday: 08:30 - 22:00
Friday: 09:00 - 20:00
Saturday: 08:30 - 16:00
Sunday: Closed

You can contact us via:
Live chat on our website
WhatsApp +44 2033 188853
Email: [email protected]
We aim to respond to emails by 17:00 on the same working day, so you won’t have to wait long for a reply.

You can request a cancellation or change by contacting our customer service team at [email protected] as soon as possible. Please note that once an order has been dispatched, changes or cancellations may no longer be possible.

All products shown on the website are in stock, unless stated otherwise.
In some cases, you may see that only a limited quantity can be selected. This means that the available stock for that product is currently limited.

Shipping costs depend on the delivery destination and order value.
For the UK mainland, Northern Ireland and the Republic of Ireland, orders over €100 are shipped free of charge. For orders below €100, shipping costs are calculated at checkout. Shipping costs for other European countries and destinations outside Europe are calculated per address and depend on the weight and dimensions of the order.

Yes, we ship to the UK mainland, Northern Ireland, the Republic of Ireland, and selected European countries, as listed on our website. Shipping costs for deliveries outside the UK are calculated per address and depend on the destination, weight and dimensions of the order. Any applicable customs charges or import duties are the responsibility of the recipient.

Orders delivered within the UK mainland, Northern Ireland & the Republic of Ireland are shipped with DPD. For deliveries to other countries, we work with reliable parcel carriers depending on the destination. The selected carrier will be confirmed once your order has been dispatched. Orders delivered within the UK mainland, Northern Ireland & the Republic of Ireland are shipped with DPD. For deliveries to other countries, we work with reliable parcel carriers depending on the destination. The selected carrier will be confirmed once your order has been dispatched.

Saturday delivery within the UK mainland, Northern Ireland & the Republic of Ireland depends on the selected delivery service and the parcel carrier. While some orders may be delivered on a Saturday, this cannot be guaranteed.

For deliveries outside the UK, delivery usually takes several working days, and Saturday delivery is not standard.

Some orders are shipped in multiple parcels due to their size or weight. It is possible that one parcel is delayed during the sorting process and arrives a day later. You can track each shipment using the tracking codes sent to you by email. If you have any questions about your delivery, please contact us at [email protected]

You can pay securely on our website using common online payment methods, including credit card, debit card and other supported payment options shown at checkout. All available payment methods will be displayed during the checkout process.

For larger orders with a total value of €1000 (incl. VAT) or more, we may be able to offer an additional discount. You can request a discount code or a customised quotation by emailing [email protected], or by using the Request a quote option on our website. Simply add the products to your basket and choose “Request a quote” instead of proceeding to payment. In most cases, you will receive a customised price by 17:00 on the same working day, or otherwise within 24 hours.

Yes, it is possible to purchase larger quantities or order as a wholesale customer. For more information, please contact us at [email protected].

Yes, payment after delivery is available for selected orders through Klarna, subject to approval by Klarna.
If payment after delivery is not selected or available, orders are dispatched once payment has been received.

Payments made by bank transfer may take one working day to be processed and visible to us. If you need your order urgently, you may email us a proof of payment (for example, a screenshot), so we can begin processing your order sooner.

Yes, you can request a customised quotation by emailing [email protected] or by using the Request a quote option on our website. You will usually receive a response by 17:00 on the same working day, or otherwise within 24 hours.

Yes, all prices shown on the website include VAT, unless stated otherwise.

All products purchased by consumers come with a 2-year warranty, unless stated otherwise. This warranty covers manufacturing and material defects under normal use. Warranty conditions for business customers may differ.

Please contact us by email at [email protected], clearly describing the defect and, if possible, including photos. We aim to respond as quickly as possible, and always within 24 hours, to find a suitable solution together.

VAT treatment depends on your business location and VAT status. If you are placing a business order and believe you may be eligible for VAT-free invoicing, please contact us at [email protected] before placing your order. We will be happy to advise you based on the applicable UK VAT regulations.