Help center

What is your shipping policy?

Shipping Guidelines at Lumenoasis

At Lumenoasis, we prioritize your complete satisfaction. We provide prompt and efficient shipping services to get your purchases in your hands as quickly as possible, even offering same-day dispatch. Please consider public holidays which might impact delivery times.

Processing and Shipping

We aim to process and ship all orders within 5 to 15 business days. We do not dispatch orders on weekends or public holidays. In periods of high demand, there may be slight delays in shipment. Should this affect your order, we will inform you via email.

Address Verification

Customers are responsible for providing accurate shipping information. As we endeavor to process and ship orders quickly, there may be a small window to correct any errors. If you notice a mistake in your shipping address, please notify us immediately.

Undeliverable Orders

Orders returned to us due to incorrect shipping information may incur a restocking fee, as determined by Lumenoasis.

Lost or Stolen Packages

Lumenoasis cannot be held responsible for packages that are lost or stolen after delivery. If your tracking information shows your order as delivered but you have not received it, we advise reporting the situation to your local authorities.


We welcome returns of unopened and unused items within 30 days of purchase.

Out of Stock Items

If an item is temporarily out of stock, Lumenoasis will retain your order until all items are ready to dispatch.


All applicable taxes are included in the product prices. Import duties specific to your country are not included and may be applied upon delivery.

Policy Acceptance

By placing an order through our site, you agree to comply with our Shipping Policy.

Contact Us

For any questions or concerns, please reach out to us at We're always here to help.

What is your return policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Please note that returns will need to be sent to the following address:

1 Avenue du 1er février 1954, Le Plessis Trevise 94420 France

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at

When will I receive my order?

Orders typically arrive within 1-3 weeks after receiving a shipping confirmation email. If your order has not arrived within 4 weeks, please contact us for assistance.

Can I cancel or make changes to my order?

We swiftly process and pack your orders upon receipt. Need changes? Contact us immediately! Although we can't guarantee alterations post-purchase, we'll do our best. If changes aren't possible, you can return the order for a refund once received.

Do you offer international shipping?

Our international shipping service caters to a specific set of countries. If your country is not visible during checkout, it implies that we do not offer shipping to that location yet.

How can I return a product?

To return a product, please contact our customer service team to initiate the return process.

What payment methods do you accept?

We accept all major credit cards (Visa, MasterCard, American Express, and Discover), PayPal, and Apple Pay.

Is it safe to use my credit/debit card on your website?

Absolutely. We use SSL encryption to ensure that your personal and payment information is kept secure.

What should I do if my payment is declined?

If your payment is declined, please check to make sure your card details are entered correctly. If everything is correct, try using a different payment method or contact your bank for more information.