Shipping policy
SHIPPING POLICY
At LumoSmile, we aim to make delivery as smooth and transparent as possible. This Shipping Policy explains how we process, dispatch, and deliver orders placed through lumosmile.co.uk.
1. SHIPPING DESTINATIONS
We currently ship to the United Kingdom only, unless otherwise stated on our website.
If we expand shipping to additional countries, this policy will be updated accordingly.
2. ORDER PROCESSING
Orders are usually processed within 1 to 3 working days, unless otherwise stated on our website or during busier periods.
Orders are not usually processed, dispatched, or delivered on weekends or bank holidays.
Please note that processing times are separate from delivery times.
3. DELIVERY TIMES
Estimated delivery times will be shown at checkout where applicable.
We aim to deliver orders within the timeframe stated at the time of purchase. However, delivery times are estimates only and may occasionally be affected by factors outside our control, including courier delays, high seasonal demand, weather disruption, or incorrect address details.
Unless we agree a different delivery timeframe with you, orders will be delivered without undue delay and within 30 days of the order being placed.
4. SHIPPING COSTS
Shipping costs, where applicable, are shown at checkout before you complete your purchase.
Any free shipping offer, minimum order threshold, or promotional delivery offer will be stated clearly on the website at the time of purchase.
5. ORDER CONFIRMATION AND DISPATCH
Once your order has been placed, you should receive an order confirmation.
Once your order has been dispatched, you may receive a dispatch confirmation and, where available, tracking details.
6. TRACKING
If tracking is available for your order, this will be provided once your order has been dispatched.
Tracking updates are provided by the courier and may take time to update after dispatch.
7. DELIVERY ADDRESS
It is your responsibility to make sure that the delivery address entered at checkout is accurate and complete.
We are not responsible for delays or failed deliveries caused by incorrect, incomplete, or inaccurate delivery information provided at checkout.
If you notice an error in your delivery details, please contact us through the Contact Us form as soon as possible. We cannot guarantee that changes can be made once an order has been placed.
8. FAILED DELIVERY ATTEMPTS
If delivery cannot be completed due to missed delivery attempts, failure to collect from a designated collection point, or refusal of delivery, the parcel may be returned to us.
If this happens, please contact us through the Contact Us form so we can review the next steps.
We reserve the right to charge additional shipping costs for re-delivery where the failed delivery was not caused by us.
9. DELAYS
While we do our best to ensure timely delivery, delays can occasionally happen.
We are not liable for delivery delays caused by events outside our reasonable control, including courier disruption, customs delays where applicable, severe weather, strikes, or other unforeseen circumstances.
If there is a significant delay with your order, please contact us through the Contact Us form and we will do our best to assist.
10. LOST, DAMAGED, OR MISSING ORDERS
If your order arrives damaged, appears to be lost, or is missing items, please contact us through the Contact Us form as soon as possible.
To help us investigate, we may ask for:
- your order number;
- a description of the issue; and
- photos of the packaging and item where relevant.
We may need time to investigate the issue with the courier before a replacement or refund is approved.
11. RISK AND RESPONSIBILITY
Responsibility for the goods passes to you when the order is delivered to the address provided at checkout, or otherwise comes into your physical possession.
12. RETURNS, REFUNDS, AND DELIVERY ISSUES
All return requests, refund requests, cancellation requests, guarantee claims, and delivery issues must be started through the Contact Us form on our website.
Please do not send any item back without contacting us first. If a return is approved, we will provide the return instructions and return address at that stage.
For full details on cancellations, returns, refunds, and our 30-Day Peace of Mind Guarantee, please refer to our Return & Refund Policy.
13. CONTACTING US
For any shipping-related question, delivery issue, or policy-related request, please use the Contact Us form on our website and our team will guide you through the next steps.
14. CHANGES TO THIS POLICY
We may update this Shipping Policy from time to time to reflect changes to our operations, delivery partners, or legal obligations.
Any updates will be posted on this page and will apply from the date they are published.