FAQS

CASA LUMA’S FAQ – FREQUENTLY ASKED QUESTIONS

Click on a section below to find answers to the most common questions. For full details, please refer to our policies. In case of any conflict, the applicable policy shall prevail.

ORDERS & PAYMENT

How do I place an order?

Simply select your product, add it to your cart, and complete checkout. Once your order is placed, you will receive an order confirmation e-mail. If you don’t see it within a few minutes, please check your spam or junk folder.

Which payment methods do you accept?

We currently accept Visa, Mastercard, American Express, Apple Pay and Google Pay. All payments are processed securely via trusted payment providers.

Can I change or cancel my order?

You may request a change or cancellation within 12 hours of placing your order, or before it is marked as processed or fulfilled (whichever occurs first). Once an order has been processed or shipped, changes or cancellations may no longer be possible. In that case, you can follow the return process outlined in our Refund Policy.

SHIPPING & DELIVERY

Where do you ship to?

We currently ship to United States, Canada and Australia. Available destinations are always shown at checkout.

How long does shipping take?

After dispatch, estimated delivery times are typically 5-15 business days, depending on your location. In rare cases, delivery may take up to 40 business days due to factors such as customs clearance, carrier delays, weather conditions or regional issues.

What happens if my order is delayed?

If your order has not been delivered within 40 business days from the dispatch date, you may request a full refund, unless the delay is caused by:

• Pending customs clearance;
• Unpaid customs duties or fees;
• Incorrect or incomplete address details;
• Lack of recipient cooperation.

Please refer to our Shipping Policy for full details.

Can I track my order?

Yes. If tracking is available, you will receive a tracking link by e-mail once your order has been dispatched. Tracking updates may take 24-72 hours to appear.

What if tracking shows ‘’delivered’’ but I didn’t receive my order?

Please:

1. Check with the household members, neighbors, and safe places around your property.
2. Contact the carrier or local delivery service to open an investigation.
3. Contact us with your order number and the outcome of the carrier inquiry.

We will assist where possible, but refunds for carrier-confirmed deliveries cannot be guaranteed unless required by law.

CUSTOMS & IMPORT FEES

Do I have to pay customs duties or import taxes?

For international shipments, any applicable customs duties, import taxes, or fees are the responsibility of customer, unless stated otherwise at checkout.

Failure to pay customs fees may result in delays, return, or abandonment of the shipment. Any resulting costs may be deducted from a refund or charged separately, where permitted by law.

RETURNS & REFUNDS

What is your return policy?

You may request a return within 30 days of delivery. To start a return, please contact us at support@casaluma.com with your order number and the item(s) you wish to return. All returns must be approved first.

Who pays for return shipping?

For change-of-mind returns, return shipping costs are the responsibility of the customer.

What items cannot be returned?

Unless required by law, the following items are not refundable:

• Items marked as final sale
• Customized or made-to-order items
• Items damaged due to misuse, improper installation, or normal wear and tear

Do your products come with a warranty?

Yes. All our products come with a minimum 2-year warranty, unless a longer warranty period is stated in the product details. This warranty is in addition to your statutory consumer rights. For warranty claims, please contact us at support@casaluma.com.

What if my item is damaged, defective or incorrect?

If your item is damaged, defective, or incorrect, please contact us within 72* hours of delivery and include:

• Your order number; and
• Clear photo’s and/or short video showing the issue

* Requests submitted after 72 hours of delivery may still be reviewed, but processing may take longer and may require additional verification. All claims must be submitted within 7 days of delivery.

Depending on the situation, we may offer a replacement, store credit, partial refund or full refund.

When will I receive my refund?

Once your return is received and inspected, approved refunds are typically processed withing 5-7 business days. Processing times may vary depending on your bank or payment provider.

PRIVACY & DATA PROTECTION

How do you use my personal data?

We use your personal data to:

• Process and deliver orders
• Provide customer support
• Prevent fraud
• Improve our website and services
• Send marketing communications where permitted

Full details can be found in our Privacy Policy.

Do you share my data with third parties?

We only share your data with trusted parties where necessary, such as:

• Payment providers
• Shipping carriers
• Fulfillment partners
• Marketing and analytics platforms

Your personal data is never sold.

GENERAL

How can I contact customer support?

You can reach us at support@casaluma.com. We aim to respond within 1-2 business days.

Where can I find your policies?

Our Shipping Policy, Refund Policy, Terms & Conditions, and Privacy Policy are available on our website footer.