Secure payment
How long does it take to process an order?
1. Standard Online Orders:
When you place an order, the first step is payment confirmation. This is usually instantaneous with credit/debit cards or e-wallets. Bank transfers can take 1 to 3 business days.
Next comes order preparation and packaging for shipping. This usually takes 1 to 2 business days.
In total, standard orders are typically processed in 2 to 5 business days before shipping.
2. Special or Custom Orders:
For custom items, made-to-order products, or devices requiring assembly, processing takes longer due to production or quality control.
These orders generally take 5 to 10 days before they are ready to be shipped.
Track Order
How can I check my order status?
1. Check your email:
After placing your order on LumoCAD, you will receive a confirmation email.
Once your order has shipped, a second email will be sent to you with a tracking number and a link to track your package.
2. Log in to your account:
If you have created an account on LumoCAD, log in and go to the “My Orders” or “Order History” section.
There you can see the status of your order, for example:
- In preparation
- Shipped
- Delivered
3. Use the tracking number:
As soon as your order is shipped, you can track your package directly on the carrier's website using the tracking number provided in the shipping email.
4. Contact our customer service:
If you cannot find the information regarding your order, you can contact our LumoCAD customer service.
Please provide us with your order number and the email used during the purchase so that we can assist you quickly.
What to do if my package tracking isn't updating?
Tracking updates can take between 24 and 48 hours to appear, especially during busy periods.
If your package status remains unchanged for more than 3 days, please do not hesitate to contact our LumoCAD customer service. We will help you check the progress of your delivery and ensure that your package is on its way to you.
Orders & delivery
Can I change or cancel my order after I've placed it?
1. Before order processing
If your order is still pending or being processed, it is generally possible to modify or cancel it.
This must be done as soon as possible after purchase.
For example, you can:
- change the delivery address
- update the payment method
- add or remove an item from your order
2. After order processing
Once the order has been prepared, packed, or shipped, modifications are generally no longer possible.
In some cases, you may request a cancellation, but it may be treated as a return after delivery.
3. Custom or made-to-measure lighting fixtures
For customized or made-to-order products at LumoCAD, modifications or cancellations may no longer be possible once manufacturing has begun.
4. How to modify or cancel an order
- Check your order confirmation email for instructions.
- Log in to your customer account to view your order.
- Quickly contact LumoCAD customer service, providing your order number.
We will always do our best to help you.
How long does delivery usually take?
Standard delivery typically takes 3 to 7 business days, while express delivery usually arrives within 1 to 3 business days.
Delivery times may vary slightly depending on your location, the carrier, and peak demand periods (such as holidays or promotions).
Once your order has shipped, you will receive a tracking number to monitor your package in real-time.
In-store payment and credit
How does in-store credit work?
How does store credit work?
1. What is store credit?
Store credit is a balance available on your LumoCAD account that you can use for future purchases.
It can be granted in several situations:
- when a product is returned
- as part of a commercial offer
- following the cancellation of an order
Store credit cannot be withdrawn as cash, but it can be used as a payment method on the LumoCAD store.
2. How to use your store credit?
At checkout, you can select store credit as your payment method.
- The amount of your order will be deducted from your available balance.
- If your order exceeds your credit, you can pay the difference with another payment method (credit card, Apple Pay, etc.).
3. How is store credit granted?
Store credit can be granted in several cases:
- Product returns: a refund can be made in the form of store credit.
- Promotional offers: LumoCAD may offer credit during events or promotions.
- Canceled orders: in some cases, credit may be added to your account after an order cancellation.
What payment methods do you accept?
We accept all major credit and debit cards, PayPal, Apple Pay, and popular digital wallets, making checkout fast and secure. All payments are encrypted to ensure a safe shopping
experience.
Returns and refunds
What is our return and refund policy?
At LumoCAD, we want you to be completely satisfied with your purchase. If you're not, you can return your item within 30 days of receipt.
Please simply ensure that the product:
- is unused,
- is in perfect condition,
- and is returned in its original packaging with all its components.
Once your return is received and verified, we will process a refund within 5 to 7 business days. The refund will be issued to the payment method used for the purchase.
For more information on the return process, please consult our Returns page or contact our customer service — we'll be happy to help.
Shop with confidence at LumoCAD.
How does in-store credit work?
LumoCAD store credit can be used on any item and does not expire. You can apply it directly at checkout, like a promotional code. If the credit amount is less than your order total, you can pay the remainder with one of our accepted payment methods.
Account Information
Do I have to create an account to place an order?
No, you can order as a guest. However, creating a LumoCAD account allows you to track your orders, manage returns, save your shipping information, and more easily access your store credit or benefits.
How do I update my account information?
You can change your name, email, password, or saved addresses by logging into your customer account. All changes are saved immediately and will be used for your next orders.