FAQ
Frequently asked questions
Orders & Shipping
How much does shipping cost?
We offer free shipping on all orders, no minimum purchase required. The price you see at checkout is the final price — no hidden fees, no surprises.
Do you ship internationally?
We currently only ship to the USA and Canada. We're working on expanding to more countries in the future!
What shipping methods do you offer?
We offer one standard shipping method for all orders. It’s reliable, tracked, and designed to get your items to you as smoothly as possible.
When will I get my order?
Orders typically arrive within 5 to 12 business days after shipping. Delivery times may vary based on location and carrier delays.
Can I change or cancel my order?
You can modify or cancel your order as long as it hasn’t been shipped. Please contact us immediately for assistance.
How can I track my order?
Once your order is dispatched, you'll receive a confirmation email with a tracking number and a link to follow your delivery in real time. You can track the order on 17TRACK or here.
What if I’m not home when my package arrives?
The carrier will usually leave a notice with instructions. You can then reschedule delivery online, pick up the package from a nearby pickup point, or in some cases, your package may be left with a neighbor if safe and allowed in your area.
Payment & Security
What payment methods do you accept?
we accept the following payment methods:
Is it safe to pay on your website?
Absolutely. Our checkout is secured with SSL encryption, and we comply with all PCI-DSS security standards.
Will I be charged any customs or import fees?
No, you won’t be charged any customs or import fees. We handle everything, including duties and taxes. So you can relax and wait for your package without any surprise costs. What you see at checkout is what you pay.
How do I use a discount code?
Enter the code in the “Discount code” box at checkout. The discount will be applied to your order total immediately.
Why didn’t my discount code work?
The code may have expired, isn’t valid for the items in your cart, or has already been used. If in doubt, please contact us.
Returns & Refunds
What is your return policy?
You can check our refund policy here.
How do I start a return?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
How long does a refund take?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
What if my order arrives damaged or incorrect?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Customer Support
How can I contact customer service?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
What are your customer service hours?
Our team is available Monday–Friday, 9 AM–5 PM CET. We aim to reply to all inquiries within 1 business day.
Where can I leave feedback or a suggestion?
We’d love to hear from you! contact us through email: support@lumylo.com or contact us here. We read every message and take your input seriously.
General Questions
How is my personal data protected?
We take data privacy seriously. Read our full Privacy Policy.
How can I update my newsletter preferences?
You can click “Update preferences” or “Unsubscribe” at the bottom of any newsletter, or manage your communication settings in your account.
Do I need to create an account?
No not necessarily, but an account lets you easily view your order history, request returns, and check out faster in the future.
I forgot my password – what should I do?
Click “Forgot password” on the login page. We’ll email you a link to reset your password securely.
Can I delete my account?
Yes. Please email support@lumylo.com with your request, and we’ll assist you.
Lumylo.
How long have you been in business?
We launched in 2025 with a passion for making wellness accessible, meaningful, and uplifting for all. Since day one, our focus has been on connecting people with thoughtful products and inspiring content that support a balanced, joyful life.
Where are you based?
Our headquarters are based in the Netherlands, and our team spans across the globe, bringing together diverse talent and perspectives. While we currently only ship and sell within the United States, we are working hard to expand worldwide because we believe everyone deserves access to wellness. Until then, our international team is dedicated to serving our US customers with care, quality, and a shared vision of making wellness inclusive, accessible, and inspiring for all.
Do you have physical stores?
Our headquarters are based in the Netherlands, and our team spans across the globe, bringing together diverse talent and perspectives. While we currently only ship and sell within the United States, we are working hard to expand our reach worldwide. Our international team is dedicated to delivering a seamless, well-supported shopping experience to our US customers, with a vision to bring wellness.
Are you hiring? Can I apply to work at your company?
Yes! We’re always looking for passionate people to join our mission. Contact us through our mail: support@lumylo.com or contact us through here.
Please use the subject line:“Job Application – [Your Name]”.
Do you offer discounts?
Yes, we regularly share exclusive discounts and special offers!
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