1.1 Until what time can I place an order for same-day dispatch?
Orders placed on working days before 15:00 are dispatched the same day.
Our warehouse continues packing orders until 23:00, but orders placed after 15:00 will be dispatched on the next working day.
Please note that delivery times depend on the parcel carrier. While we dispatch orders as quickly as possible, we cannot guarantee delivery on a specific day. We also work with an external fulfilment partner, and although rare, processing or picking errors may occur, which could result in a delay.
For this reason, we always recommend placing your order as early as possible. LumenXL cannot be held responsible for delays caused by parcel carriers or fulfilment partners.
1.2 If I place an order and I pay immediately, when can I expect my order?
Orders placed on working days before 15:00 and paid immediately are dispatched the same day.
Our warehouse operates from Monday to Friday. Orders placed on Saturdays or Sundays will be processed and dispatched on the next working day.
Delivery times depend on the parcel carrier. While we dispatch orders as quickly as possible, we cannot guarantee delivery on a specific date. We work with an external fulfilment partner and, although uncommon, processing or picking errors may occur, which could result in a delay. For this reason, we recommend placing your order as early as possible. LumenXL cannot be held responsible for delays caused by parcel carriers or fulfilment partners.
1.3 Why have I not received an order confirmation?
In some cases, the order confirmation email may end up in your spam or junk folder. Please check these folders first. If you still can’t find the confirmation, feel free to contact our customer service team for assistance.
1.4 Where can I ask my question and how can I contact the customer service?
Our customer service team is available during the following hours:
Monday to Thursday: 08:30 – 23:00
Friday: 08:30 – 21:00
Saturday & Sunday: until 17:00
You can contact us via:
Live chat on our website
Telephone: +31 85 773 1906
Email: [email protected]
We aim to respond to emails by 17:00 on the same working day, so you won’t have to wait long for a reply.
1.5 Can I cancel or change an order?
You can request a cancellation or change by contacting our customer service team at [email protected]
as soon as possible. Please note that once an order has been dispatched, changes or cancellations may no longer be possible
Stock and shipping
2.1 Are all products in stock?
In principle, all products shown on the website are in stock, unless stated otherwise.
In some cases, you may see that only a limited quantity can be selected. This means that the available stock for that product is currently limited.
2.2 What are the shipping costs?
Shipping costs depend on the delivery destination and order value.
UK mainland: Orders over £100 are shipped free of charge. For orders below £100, shipping costs are calculated at checkout. Shipping costs for other European countries and destinations outside Europe are calculated per address and depend on the weight and dimensions of the order.
2.3 Do you ship outside the UK?
Yes, we ship to the UK and selected European countries, as listed on our website. Shipping costs for deliveries outside the UK are calculated per address and depend on the destination, weight and dimensions of the order. Any applicable customs charges or import duties are the responsibility of the recipient.
2.4 Which courier company will deliver my order?
Orders delivered within the UK are shipped with DPD. For deliveries to other countries, we work with reliable parcel carriers depending on the destination. The selected carrier will be confirmed once your order has been dispatched.
2.5 Do you deliver on Saturday?
Saturday delivery within the UK depends on the selected delivery service and the parcel carrier. While some orders may be delivered on a Saturday, this cannot be guaranteed.
For deliveries outside the UK, delivery usually takes several working days and Saturday delivery is not standard.
2.6 I have only received part of my order. What should I do?
Some orders are shipped in multiple parcels due to their size or weight. It is possible that one parcel is delayed during the sorting process and arrives a day later. You can track each shipment using the tracking codes sent to you by email. If you have any questions about your delivery, please contact us at [email protected]
Prices and payment
3.1 How can I pay?
You can pay securely on our website using common online payment methods, including credit card, debit card and other supported payment options shown at checkout. All available payment methods will be displayed during the checkout process.
3.2 Is an additional discount possible?
For larger orders with a total value of £500 (incl. VAT) or more, we may be able to offer an additional discount. You can request a discount code or a customised quotation by emailing [email protected], or by using the Request a quote option on our website. Simply add the products to your basket and choose “Request a quote” instead of proceeding to payment. In most cases, you will receive a customised price by 17:00 on the same working day, or otherwise within 24 hours.
3.3 Can I purchase larger quantities or order as a wholesale customer?
Yes, it is possible to purchase larger quantities or order as a wholesale customer. For more information, please contact us at [email protected]
3.4 Is it possible to order now and pay after delivery?
Yes, payment after delivery is available for selected orders through Klarna, subject to approval by Klarna.
If payment after delivery is not selected or available, orders are dispatched once payment has been received.
3.5 If I pay by bank transfer, will my order be dispatched the same day?
Payments made by bank transfer may take one working day to be processed and visible to us. If you need your order urgently, you may email us a proof of payment (for example, a screenshot), so we can begin processing your order sooner.
3.6 Can I ask for a quotation first?
Yes, you can request a customised quotation by emailing [email protected] or by using the Request a quote option on our website. You will usually receive a response by 17:00 on the same working day, or otherwise within 24 hours.
3.7 Do the prices on the website include VAT?
Yes, all prices shown on the website include VAT, unless stated otherwise.
Other questions
4.1 What warranty applies to the products?
All products purchased by consumers come with a 2-year warranty, unless stated otherwise. This warranty covers manufacturing and material defects under normal use. Warranty conditions for business customers may differ.
4.2 I’ve discovered a defect after receiving my order. What should I do?
Please contact us by email at [email protected], clearly describing the defect and, if possible, including photos. We aim to respond as quickly as possible, and always within 24 hours, to find a suitable solution together.
4.3 Can I receive a VAT-free invoice for a business order?
VAT treatment depends on your business location and VAT status. If you are placing a business order and believe you may be eligible for VAT-free invoicing, please contact us at [email protected] before placing your order. We will be happy to advise you based on the applicable UK VAT regulations.
