Frequently Asked Questions
SHIPPING
What are the shipping costs?
We offer free shipping on all orders within Europe. Unfortunately, we do not offer shipping outside of Europe. If you have any questions regarding shipping, please don't hesitate to contact us.
Do you ship my country?
We are proud to offer our products in every country across Europe, with reliable and fast delivery to all corners of the continent, from north to south and from east to west.
When will I receive my package?
Your package will be delivered within 2 to 10 business days, depending on your location within Europe. The exact delivery time may vary based on the destination country.
Can i cancel my order?
We totally get it—everyone changes their mind sometimes!
Simply send us an email, and we will process the cancellation of your order.
RETURNS & REFUND
What should i fo if a product is delivered faulty or damaged?
Return?
The product is not what you expected / or is damaged.
No worries! You can return your package within 14 days for a full refund.
What are the return costs?
If your package is damaged, we will cover the shipping costs. However, if you are returning the item without any damage, you will be responsible for a €6 shipping fee.
What is your return policy?
At Lumea Solvana, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not fully satisfied, we offer the following return policy:
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RETURN PERIOD
You have 14 days from the date of receipt to return your items.
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RETURN CONDITIONS
- Items must be in unused and undamaged condition, with all original tags and packaging intact.
- Return shipping costs are at your expense, unless the product is defective or incorrect.
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RETURN PROCESS
1. To initiate a return, please send an email to returns.lumeasolvana@gmail.com including the following details:
- Your name
- Your email address
- Your order number
- The reason for the return
2. Wait for a confirmation email from our team.
3. You will receive an email with the return label within 12 hours
4. The return label will be paid for by the customer.
Please note: The cost of the return label (€6) will be automatically deducted from the refund amount once we have received the returned items in good condition.
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REFUNDS
- Once we receive and inspect your return, your refund will be processed within 14 days to your original payment method.
- Please note that the shipping fees for the original order are non-refundable, unless the product is faulty or an error occurred in delivery.
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DEFECTIVE OR INCORRECT ITEMS
- If your product is defective or if you received an incorrect item, please contact us within 7 days of receipt. We will ensure that you receive the correct product or offer a refund.
- We will cover the return shipping costs.
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EXCEPTIONS
- Damaged or used products cannot be returned unless defective.
- Discounted or promotional items may not be returned under certain conditions.
If you have any questions about your return, feel free to contact us at returns.lumeasolvana@gmail.com
How long does a refund take?
Once we have received the package, it may take 1 to 5 business days for the amount to be refunded to your account.
How can I request a return label?
PRODUCT
How can I find my size?
You can find your size on our product page.
Simply click on "What size am I?" and you'll find everything explained clearly for you.
Why are we selling so few products?
As a company, we love to release new collections regularly. We believe in offering our customers fresh, exciting products that reflect the latest trends and innovations. That's why we continuously work on expanding our range. While we currently offer a select product, there are many more exciting items coming soon. To stay up-to-date with our new arrivals and exclusive offers, make sure to subscribe to our emails. By doing so, you'll be the first to know about our upcoming collections and never miss out on anything special!
Where can I enter my discount code?
Once you click on 'Checkout', you will be redirected to a page where you can enter your shipping details, such as your name and delivery address. On this same page, you will also find a field where you can enter your discount code.
What payment methods can I use?
Credit Cards:
Visa, MasterCard, American Express, Maestro
Payment Systems:
UnionPay, Bancontact, iDEAL
Digital Wallets:
Shop Pay, Apple Pay, Google Pay
CONTACT
How can i contact the customer service?
If you have any questions, don't hesitate to contact us, we are happy to help. Our experts are available 7 days a week to answer all the questions you may have.
Contact: info@lumeasolvana.com
What is the response time for customer service?
We strive to respond to all requests within 48 hours.
Partner with Us?
If you're interested in partnering with us, please feel free to email us with a brief introduction and a short explanation of why you'd like to collaborate. We’ll be happy to arrange a call to discuss the possibilities.
