FAQs

Frequently Asked Questions

Welcome to the LumoraHearth FAQ page. We're here to answer your questions and make sure you have the best possible shopping experience. If you can't find what you're looking for, please don't hesitate to contact us.

1. How long will it take to receive my order?
Here are our estimated delivery times:

• Processing time: 1-3 business days
• Transit time: 6-10 business days
• Estimated total delivery time: 7-13 business days, depending on your location

All orders include tracking. You'll receive an email with tracking details once your order ships. For more details, see our Shipping Policy.

2. Do you offer free shipping?
Yes, we offer free standard shipping on all orders within the United States. See our Shipping Policy for more information.

3. Where is LumoraHearth located, and where do you ship from?
LumoraHearth is a UK-based online store selling to the United States. Our products are fulfilled and shipped through international logistics partners and warehouses, so the shipping origin may differ from our business address. At the moment, we serve customers in the United States, and we're looking forward to expanding into more regions soon.

4. What if I receive a damaged, defective or wrong item?
Please check your order when it arrives. If an item is damaged, defective or not what you ordered, email us as soon as possible at support@lumorahearth.com with your order number and photos of the issue. We'll send a replacement or give you a full refund, at no cost to you, as set out in our Return & Refund Policy.

5. Can I cancel my order after it's placed?
Yes, you can cancel your order before it ships. Once your order has shipped, it can no longer be cancelled, but you're welcome to return it after delivery by following our standard return process. Email support@lumorahearth.com for assistance.

6. What is your return policy?
You have 30 days from the date your order is delivered to request a return. To be eligible, the item must be unused and not installed or wired in, complete with all parts, hardware and any bulbs it came with, in its original packaging, and sent with your order number or proof of purchase. Return shipping is the customer's responsibility: once your return is approved, we'll email you the return address and instructions, and you arrange and pay for the return shipping. Returns go to our warehouse in China, so we recommend using a tracked shipping service. Damaged, defective or wrong items are the exception (see question 4). For full details, including items we can't accept for return, see our Return & Refund Policy.

7. When will I get my refund after returning a product?
Once your return arrives and we've inspected it, we'll email you to let you know whether your refund is approved. Approved refunds are made to your original payment method within 10 business days. Your bank or card provider may take a few extra days to post it.

8. What if I'm not happy with my order?
Every order comes with our 30-day return policy, and damaged, defective or wrong items are replaced or refunded at no cost to you. See our Return & Refund Policy for the full terms.

9. How can I contact customer support?
You can reach us at support@lumorahearth.com. Or give us a call at (417) 318-5334. We aim to respond within 24 hours.

10. Do you ship internationally?
At the moment, we serve customers in the United States only. We're working on expanding to more regions soon.

11. Do you have a physical store location I can visit?
Not yet — LumoraHearth is an online-only store, which allows us to keep prices fair and offer wider shipping coverage. We aim to bring the feel of walking into a thoughtfully curated lighting and home decor shop to your screen, without the markup of a physical storefront.

12. Will a light work with my home's wiring?
Voltage, socket type and installation method vary from product to product, so please check the Specifications table on each product page before you order. Hardwired fixtures should be installed by a licensed electrician. If you're not sure whether a light suits your home, email us at support@lumorahearth.com before ordering and we'll help.

13. What if I need help with styling or choosing a product?
We're happy to help. Email us at support@lumorahearth.com with a few details about your space or what you're looking for, and our team will get back to you with guidance and suggestions.

14. How can I track my order?
Once your order has shipped, you'll receive a tracking number via email that you can track on our Track Your Order page.

Contact

Trade name: LumoraHearth

Email: support@lumorahearth.com

Phone number: (417) 318-5334

Business address: 3 South View, Frome BA11 3RP, United Kingdom

Monday to Friday | 09:00 – 17:00 (ET)

Weekends | 11:00 – 16:00 (ET)

We aim to respond to your inquiries within 24 hours.