Frequently Asked Questions (FAQ)

Welcome to the Lumsky help page. We have gathered here the answers to the most frequently asked questions in order to offer you the best possible shopping experience. If you cannot find the answer you are looking for, our team is at your disposal.

What are the delivery times? We do everything we can to make sure you receive your order quickly. Here are our estimated times:

Order cut-off time: 5:00 pm (Central European Time - CET). Orders placed after this time will be processed on the next working day.

Processing time (Preparation): 1 to 2 working days (Monday to Friday).

This is the time we need to prepare, check and pack your order before handing it over to the carrier.

Transit time (Transit): 3 to 5 working days (Monday to Friday).

This is the time the carrier takes to deliver the parcel once it has left our warehouse.

Total estimated time: In general, you will receive your order within 4 to 7 working days.

For more details, see our Shipping Policy.

Do you offer free delivery? Yes! Delivery is free on all orders delivered in France, with no minimum spend.

Where is the company Lumsky based? Lumsky is a company based in France. We select quality products and ship them directly to our French customers.

What should I do if I receive a faulty product? Your satisfaction is our priority. If your item arrives damaged or faulty. Please simply contact us within 30 days of receiving it. See our Refund Policy for the full procedure.

Can I cancel my order after placing it? Yes, we offer a cancellation window of 24 hours after purchase. If you wish to cancel or amend your order within this period, contact our customer support immediately. After this period, the order will most likely already be being prepared.

What is your returns policy? We offer a simple 30-day returns policy. The item must be unused and in its original packaging. To find out all the conditions, go to our Refund Policy.

When will I receive my refund? Once your return has been received and inspected by our team, the refund will be approved. The amount will appear on your original payment method within 7 working days.

How can I contact customer service? We are here to help you! You can reach us:

Via our Contact Page.

By email directly at: support@lumsky.com

Do you deliver internationally? No. For the time being, we deliver exclusively to mainland France.

Do you have a physical shop? No, Lumsky is an online shop. This allows us to reduce our overheads so that we can offer you the best prices and a wider selection of products.

Can I place a bulk order (B2B)? Yes, we accept bulk orders for companies or associations. Please contact our support team to obtain a personalised quote.

How do I make an exchange? If you would like to change size or colour, the easiest way is to contact our customer support by email. We will guide you through making the exchange quickly.

How do I track my order? As soon as your parcel is dispatched, you receive a confirmation email containing your tracking number. You can follow the progress of your delivery directly on the carrier's website or via our order tracking page on the Lumsky site.

Need further help?

Shop name: Lumsky

Email: support@lumsky.com

Telephone: +33 7 56 98 79 34

Address: 18 bis Avenue Fauvelle, 66300 Thuir, France

Customer Service: Monday to Friday, 9 am to 5 pm (CET). We aim for a response time of 24 hours (1 working day).