FAQ
Frequently Asked Questions
Everything you need to know before your LUMÈRA piece arrives.
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ABOUT THE PRODUCTS
Q: Are LUMÈRA lamps real crystal?
A: Yes — every piece features premium hand-cut crystal construction. Each lamp is quality-checked before shipping to ensure flawless clarity and refraction.
Q: Are the lamps dimmable?
A: Every LUMÈRA lamp features warm LED lighting with touch-dimming technology. You control the mood — from a soft ambient glow to full illumination.
Q: What type of bulbs do they use?
A: Our lamps use integrated LED technology. No bulb replacement needed. Expected lifespan: 50,000+ hours of warm glow.
Q: What color temperature is the light?
A: Warm white (2700K-3000K) — the same golden tone as candlelight. Designed to flatter your space, not wash it out.
Q: How are the lamps powered?
A: Most pieces are USB-powered (cable included) or rechargeable via USB-C. Check individual product pages for specifics.
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SHIPPING & DELIVERY
Q: How long does shipping take?
A: US orders: 5-8 business days (FREE). International: 7-21 business days depending on location.
Q: Do you ship internationally?
A: Yes — we ship to the US, Canada, UK, EU, Australia, and most other countries.
Q: How much does shipping cost?
A: US shipping is always FREE. International rates vary from $9.99-$19.99 based on region.
Q: Will I get a tracking number?
A: Absolutely. You'll receive an email with tracking within 1-3 business days of ordering.
Q: My package says delivered but I didn't receive it. What do I do?
A: Check with neighbors, your mailroom, and around your property first. If still missing after 24 hours, email us at hello@lumera.com within 7 days.
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RETURNS & REFUNDS
Q: What's your return policy?
A: 30-day returns on all items. Love it or send it back — no questions asked.
Q: How do I return an item?
A: Email returns@lumera.com with your order number. We'll send prepaid return instructions within 24 hours.
Q: When will I get my refund?
A: Once we receive your return, refunds process within 3-5 business days. You'll see the funds in 5-10 business days depending on your bank.
Q: My item arrived damaged. What now?
A: Photograph the damage within 48 hours and email returns@lumera.com. We'll send a replacement or issue a full refund — your choice.
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ORDERS & PAYMENT
Q: What payment methods do you accept?
A: Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay.
Q: Is my payment information secure?
A: Yes — we use Shopify Payments with 256-bit SSL encryption. We never see or store your card details.
Q: Can I modify or cancel my order?
A: If your order hasn't shipped yet, email us at hello@lumera.com within 2 hours of ordering. Once shipped, we can't cancel — but you can return after delivery.
Q: I entered the wrong shipping address. Help!
A: Email hello@lumera.com immediately with your order number and correct address. We'll update it if we catch it before shipping.
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GIFTING
Q: Do you offer gift wrapping?
A: Every LUMÈRA order arrives in our signature ivory-and-gold box — gift-ready by default. No extra step, no extra charge.
Q: Can I include a gift message?
A: Yes! Add your message in the "Order notes" at checkout, and we'll include a handwritten card.
Q: Can I send a gift directly to the recipient?
A: Absolutely. Just use their address as the shipping address. The invoice isn't included in the package — only the care card and gift message.
Q: Do you offer gift cards?
A: Yes — digital gift cards available from $25 to $500. Delivered instantly by email.
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CARE & MAINTENANCE
Q: How do I clean my LUMÈRA lamp?
A: Gently dust with a soft microfiber cloth. For deeper cleaning, use a damp (not wet) cloth. Avoid chemical cleaners — they can damage crystal clarity.
Q: How long do LUMÈRA lamps last?
A: With proper care, 10+ years. LED technology lasts 50,000+ hours (roughly 17 years at 8 hours/day).
Q: What if my lamp stops working?
A: If your lamp fails within 1 year due to manufacturing defect, we'll replace it free. Email hello@lumera.com with your order number and a description of the issue.
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STILL HAVE QUESTIONS?
📧 Email us at hello@lumera.com
We respond within 24 hours (Monday-Friday).
LUMÈRA — Crafted for moments that matter.