Shipping & Returns
Shipping & Returns Policy
At Luma Vitalis, we're committed to getting your wellness products to you safely and efficiently. Here's everything you need to know about shipping and returns.
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SHIPPING INFORMATION
Delivery Times
• Australian Orders: 7-14 business days
• International Orders: 10-21 business days
Please note that delivery times may vary depending on your location and the specific product ordered. You'll receive an estimated delivery date at checkout.
Shipping Costs
Shipping costs are calculated based on your location and the products in your order. Some items qualify for free shipping!
You'll see the exact shipping cost before completing your purchase at checkout. No surprises.
Order Processing
Orders are typically processed within 1-3 business days. You'll receive a confirmation email when your order is placed and another email with tracking information once it ships.
Tracking Your Order
Once your order ships, we'll send you a tracking number via email. Use this to monitor your package's journey to your door.
International Shipping
We ship to many countries worldwide! International customers are responsible for any customs duties, taxes, or fees that may apply in their country.
Shipping Delays
While we work hard to ensure timely delivery, occasional delays may occur due to:
• High order volumes during peak seasons
• Customs processing (for international orders)
• Weather conditions or carrier delays
If your order is significantly delayed, please contact us at support@lumavitalis.shop and we'll investigate.
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RETURNS & REFUNDS
Our 30-Day Satisfaction Guarantee
We want you to love your Luma Vitalis purchase! If you're not completely satisfied, you can return most items within 30 days of delivery for a refund or exchange.
Return Eligibility
To be eligible for a return:
• Items must be unused and in original condition
• Products must be in original packaging
• Return must be initiated within 30 days of delivery
• Proof of purchase (order number) is required
How to Initiate a Return
1. Email us at support@lumavitalis.shop with your order number
2. Explain the reason for your return
3. We'll provide return instructions and an address
4. Ship the item back using a trackable shipping method
5. Once we receive and inspect your return, we'll process your refund
Return Shipping Costs
• Defective or incorrect items: We cover return shipping
• Change of mind: Customer is responsible for return shipping costs
We recommend using a trackable shipping service for returns, as we cannot be responsible for items lost in transit.
Refund Processing
Once we receive your returned item and verify it meets our return criteria:
• Refunds are processed within 5-7 business days
• Refunds are issued to your original payment method
• You'll receive an email confirmation when your refund is processed
• Please allow 5-10 business days for the refund to appear in your account
Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned once opened:
• Skincare products that have been opened or used
• Personal care items that have been unsealed
• Items marked as "final sale" at time of purchase
Damaged or Defective Items
If you receive a damaged or defective product:
• Contact us immediately at support@lumavitalis.shop
• Include photos of the damage or defect
• We'll arrange a replacement or full refund at no cost to you
Exchanges
We currently don't offer direct exchanges. If you'd like a different product, please return your original item for a refund and place a new order.
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LOST OR STOLEN PACKAGES
If your tracking shows your package was delivered but you didn't receive it:
• Check with neighbors or building management
• Verify the shipping address on your order confirmation
• Contact the carrier using your tracking number
• Email us at support@lumavitalis.shop and we'll help investigate
We're not responsible for packages marked as delivered by the carrier, but we'll work with you to find a solution.
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QUESTIONS?
If you have any questions about shipping or returns, we're here to help!
Email: support@lumavitalis.shop
Response time: Within 24-48 hours
Thank you for shopping with Luma Vitalis. Your satisfaction is our priority.