Frequently Asked Questions (FAQ)
Find answers to some of the most common questions about ordering, shipping, returns, and shopping with Luminatee.
Orders
How do I place an order?
Ordering from Luminatee is easy:
- Browse our store and choose the product you would like to purchase.
- Select the available size, color, style, or personalization options.
- Add the product to your cart.
- Enter your shipping and payment details at checkout.
- Review your information and submit your order.
Once your order has been successfully placed, a confirmation email will be sent to the email address provided during checkout.
What payment methods do you accept?
Luminatee supports secure online payments through:
- PayPal
- Visa
- Mastercard
- American Express
- Discover
- Stripe-supported payment methods
- Airwallex-supported payment methods
The payment methods shown at checkout may vary depending on your country or region.
Can I make changes to my order?
In some cases, yes. If your order has not yet entered production, we may be able to change:
- Shipping address
- Product size
- Product color
- Quantity
Because our products are made to order, please contact us at [email protected] as soon as possible if you need to request a change.
Can I cancel my order?
Cancellation requests can be submitted within 12 hours of placing your order, provided production has not already started.
Once an item has entered production, cancellation or modification may no longer be possible because the product is being made specifically for your order.
How do I apply a discount code?
Enter your coupon or promotional code in the designated discount field during checkout.
Make sure the discount has been successfully applied before completing your payment.
Where can I check my order status?
We send email notifications as your order moves through the fulfillment process. Depending on the order, these may include:
- Order confirmation
- Production updates
- Shipping confirmation
- Tracking details
If you do not see an expected email, please check your Spam, Junk, or Promotions folder.
Shipping
How long will my order take to arrive?
Delivery time depends on the type of product, production requirements, shipping destination, and carrier.
Standard Products
- Processing: 1–3 business days
- Production: 2–5 business days
- U.S. Shipping: 5–10 business days
- International Shipping: 10–20 business days
All-Over Print (AOP) Products
- Processing: 1–3 business days
- Production: 5–7 business days
- Shipping: 7–14 business days
These timeframes are estimates and may vary during holidays, peak seasons, or due to circumstances outside our control.
How are shipping fees calculated?
Shipping charges are determined during checkout and may depend on factors such as:
- Shipping destination
- Product type and weight
- Package dimensions
- Shipping method selected
Your final shipping charge will be displayed before you complete your purchase.
Will I receive a tracking number?
Yes. Once your order has been shipped, we will send a shipping confirmation email containing the available tracking information.
Tracking activity may take up to 48 hours to appear after the carrier receives the shipment.
Can products from one order be shipped to different addresses?
No. A single order can only be associated with one shipping address.
If you would like products delivered to multiple addresses, please create a separate order for each destination.
Are customs duties and import taxes included?
International shipments may be subject to customs duties, VAT, import taxes, or other fees imposed by the destination country.
Unless otherwise stated during checkout, these additional charges are the responsibility of the recipient.
What if my package hasn’t arrived?
If your estimated delivery timeframe has passed:
- Review the latest tracking information for your shipment.
- Check with the shipping carrier for additional delivery details.
- Contact us at [email protected] if you are unable to resolve the issue.
Our support team will assist you in reviewing the available shipment information.
Refunds, Returns & Exchanges
What is Luminatee’s return policy?
Since many Luminatee products are produced specifically for each order, we generally cannot accept returns for reasons such as:
- Selecting the incorrect size
- Changing your mind after purchase
- Ordering the wrong product
- Personal color or style preference
- Buyer’s remorse
Please review our Refund, Return & Exchange Policy for complete terms and eligibility requirements.
What should I do if my item is damaged, defective, or incorrect?
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.
Please provide:
- Your order number
- A brief explanation of the problem
- Clear photographs showing the item and issue
After reviewing your request, we may provide an appropriate replacement or refund if the claim is approved.
What if I ordered the wrong size?
We strongly recommend reviewing the applicable size chart before completing your purchase.
Because our products are made specifically for each order, we generally cannot provide a free replacement when the size originally selected by the customer does not fit.
You may still contact our support team, and we will review the situation to see what assistance may be available.
How long do refunds take?
Once a refund has been approved and issued, it generally takes approximately 5–10 business days to appear in your account.
Actual processing times can vary depending on your bank, card issuer, or payment provider.
Who is responsible for return shipping?
When an approved return is unrelated to a defective product or an error on our part, return shipping costs are generally the customer’s responsibility.
If Luminatee determines that the issue resulted from an incorrect, defective, or damaged product for which we are responsible, we will provide an appropriate solution without additional cost to the customer.
Need More Help?
Still have a question? The Luminatee support team is available to assist with questions about products, orders, shipping, or after-sales support.
Luminatee
Email: [email protected]
Phone: +1 (213) 377-0499
Business Address: 9920 SW Tigard St, Portland, OR 97223, United States