Order Help Center

Need help with your order? We’re here to make things easy.

Whether it’s tracking, returns, or troubleshooting — find quick answers below.

Can't see your question below? Use the contact form at the bottom of the page to ask a question and we'll reply as quick as we can.

Shipping, Tracking & Delivery

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How do I change my shipping address?

If your order hasn’t shipped yet, contact us as soon as possible - we’ll do our best to update it in time.

We cannot guarantee that we will be able to change before dispatch. If it’s already been dispatched, we’re unable to change the address.

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How long does delivery take?

Our typical shipping times are:

  • UK: 7–9 business days
  • EU: 9–11 business days
  • North America: 9–11 business days
  • Australia & New Zealand: 7–12 business days
  • Rest of World: 9–11 business days

We aim to process & ship all orders within 48-72 hours.

NOTE: These are guides only. Shipping may take longer, especially during times of high volume i.e. holidays.

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Where's my order/shipping confirmation?

Check your spam or junk folder — emails can sometimes end up there.

If you used a mobile number at checkout, you might not get any updates. Just contact us and we’ll send your tracking info.

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How do I track my order?

You’ll find your tracking link in your shipping confirmation email — just click it to see updates.

If your tracking hasn’t updated yet, don’t worry. Some couriers take a few days to scan and update tracking. You might see messages like:

  • “Waiting for parcel from sender”
  • “Carrier hasn’t received the item yet”

This is normal — if you’ve received a tracking number, your order has left us and is with the courier.

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I haven't received my order!

Here’s what to do:

  1. Check the estimated delivery time for your country (you’ll find it here or in the "how long does delivery take" question above).
  2. If your order is still within that window, hang tight — it’s on the way!
  3. If it’s past the timeframe, contact us and we’ll look into it ASAP.

NOTE: Tracking not updating? Some couriers take a few days to scan parcels. You might see “Waiting for parcel” or “Item not received” — this is normal.

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My tracking hasn’t updated — is my order lost?

If your tracking hasn’t updated yet, don’t worry. Some couriers take a few days to scan and update tracking. You might see messages like:

  • “Waiting for parcel from sender”
  • “Carrier hasn’t received the item yet”

This is normal — if you’ve received a tracking number, your order has left us and is with the courier. It’s on its way to you.

Returns, Exchanges & Cancellations

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Can I return if I’m not happy?

Yes - if you're not satisfied, you can return your order within 30 days of delivery. Just make sure it’s in its original condition.

To start a return, contact us.

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How do I request an exchange or replacement?

If your LumiLight arrived faulty, damaged, or not quite right, we’ve got you.

Just contact us within 30 days of delivery, and we’ll sort it for you.

We will always request images/videos of faulty products, so feel free to send these over if you want to save time.

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Can I cancel an order I just placed?

If your order hasn’t shipped yet, we’ll do our best to cancel it in time.

Just contact us as soon as possible — once it’s been dispatched, we can’t cancel it, but we can help with a return.

Still Need Help?