Shipping policy

At Lumino Zone, we want your order to reach you as quickly and smoothly as possible. This Shipping Policy explains how we process and deliver orders, estimated delivery times, and what to do if something goes wrong. Please read it carefully before placing your order.

1. How We Ship

Lumino Zone operates as a dropshipping store. This means your order is fulfilled and dispatched directly by our trusted supplier, located in European union, on our behalf. We do not hold stock ourselves — your order goes straight from the supplier's warehouse to your door.

This model allows us to offer a wide range of quality wellness products without the delays of intermediate warehousing. Your experience as a customer remains fully supported by Lumino Zone at every step.

2. Order Processing Time

All orders are processed within 1 to 3 business days of payment confirmation. You will receive an order confirmation email immediately after purchase, followed by a dispatch notification with tracking information once your order has been shipped.

Orders placed on weekends or public holidays will begin processing on the next business day. During high-demand periods (such as promotional sales or holiday seasons), processing times may be slightly extended — we will communicate this clearly on our website.

3. Delivery Times and Shipping Destinations

The following table shows estimated delivery times by destination. Please note these are estimates and not guaranteed delivery dates — occasional delays can occur due to carrier capacity, customs, or other factors outside our control.

Destination	Shipping Method	Estimated Delivery	Cost

EU countries (Germany, France, Italy, Spain, etc.)	Standard tracked	5 – 10 business days	Free
Rest of Europe (non-EU)	Standard tracked	7 – 14 business days	Free
International (outside Europe)	Standard tracked	10 – 21 business days	Contact us

All orders include free shipping. Delivery costs are built into our product prices so there are no surprise charges at checkout.

4. Shipment Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your package in real time.

If you have not received your tracking information within 5 business days of placing your order, please contact us at info@luminozone.com and we will investigate promptly.

Please note that tracking information may take up to 24–48 hours to update after dispatch.

5. Customs, Duties and Import Taxes

For orders delivered within the European Union, no import duties or customs charges apply as our supplier ships from within the EU.

For orders delivered outside the EU (including non-EU European countries such as Switzerland, Norway, or the UK), customs duties and import taxes may apply depending on your country's regulations. These charges are the responsibility of the customer and are not included in the product price or shipping cost.

We recommend checking your local customs regulations before placing an order if you are located outside the EU.

6. Delayed or Lost Shipments

While the vast majority of orders arrive within the estimated timeframes, occasional delays can occur due to:

• High postal or courier volumes (especially during holiday periods)

• Customs processing for international destinations

• Severe weather or logistical disruptions

• Incorrect delivery address provided at checkout

If your order has not arrived within 5 business days of the estimated delivery window, please contact us at info@luminozone.com with your order number. We will investigate with the carrier and provide an update within 2 business days.

If a shipment is confirmed lost by the carrier, Lumino Zone will offer a full replacement or refund at no cost to you.

7. Incorrect or Failed Delivery

Please ensure your delivery address is complete and accurate when placing your order. Lumino Zone cannot be held responsible for failed deliveries resulting from an incorrect or incomplete address provided by the customer.

If a package is returned to the supplier due to a failed delivery attempt or incorrect address, we will contact you to arrange redelivery. Additional shipping costs may apply in this case.

If a package is marked as delivered by the carrier but you have not received it, please first check with neighbours and any safe delivery locations nearby. If the package still cannot be located, contact us within 7 days of the marked delivery date and we will open a formal investigation with the carrier.

8. Damaged Items on Arrival

If your order arrives damaged, please do not discard the packaging. Contact us within 48 hours of delivery at info@luminozone.com with:

• Your order number

• A clear description of the damage

• Photos of the damaged item and packaging

We will arrange a replacement or full refund as quickly as possible at no cost to you. Damaged item claims submitted more than 48 hours after delivery may not be eligible for resolution.

9. Multiple Items in One Order

If you order multiple products, they may be dispatched in separate parcels and arrive at different times, as some items may be sourced from different warehouse locations. You will receive individual tracking numbers for each parcel where this applies.