FAQ
Below you’ll find answers to the most frequently asked questions. If you need support, feel free to contact our customer service team anytime.
1. Where do you ship from?
We ship directly from our trusted European partners and fulfillment centers. This ensures faster delivery times and high product quality.
2. What are the delivery times?
Most orders arrive within 3–10 business days, depending on your location and the product you ordered. You will receive a tracking number as soon as your order is shipped.
3. How much does shipping cost?
Shipping costs vary depending on your region and the weight of the products. You can see the exact shipping cost at checkout before completing your order.
4. Do you offer international shipping?
Yes, LumeNoir ships to most European countries. If your country is available at checkout, we ship there.
5. How do I track my order?
Once your order has been dispatched, you’ll receive an email with your tracking link. You can check your delivery status anytime.
6. What if my item arrives damaged?
If your product is damaged or defective on arrival, please contact us within 48 hours with photos of the item and packaging. We’ll replace it or provide a refund depending on the situation.
7. Can I return a product?
Yes, we offer a 14-day return policy. Products must be unused, in original condition, and in their original packaging.
Please contact us before returning any items so we can provide instructions.
8. What products are non-returnable?
For hygiene and safety reasons, opened home fragrance items (such as oils, diffusers, or scented candles) cannot be returned unless they arrived damaged or faulty.
9. Can I change or cancel my order after purchase?
Orders can only be changed or cancelled if they have not yet been processed or shipped. Contact us as quickly as possible and we’ll do our best to help.
10. What payment methods do you accept?
We accept major payment methods including Bankcontact, Visa, Mastercard, American express, PayPal, Apple Pay, Google Pay, and other local payment options depending on your country. (IDeal coming soon)
11. Are your fragrances safe and compliant?
Yes, all home fragrance products we offer comply with EU safety standards and ingredient regulations. We only work with trusted suppliers who meet these requirements.