Shipping policy

Last updated: 3 September 2026

Thank you for shopping with Luma Living. This policy explains how and when your order will reach you, and what happens if something goes wrong along the way. Please read it alongside our Refund & Returns Policy and Terms of Service.

Where We Deliver

We currently deliver to addresses in the United Kingdom, including Northern Ireland, the Scottish Highlands and the UK islands.

  • Some larger, heavier or fragile items cannot be delivered to certain Highland, island, offshore or remote postcodes, or may carry a surcharge. Where this applies, it will be shown at checkout or we will contact you before dispatch.
  • We are unable to deliver larger items to PO Boxes, parcel-forwarding addresses or BFPO addresses.
  • If we begin delivering to further destinations, this policy will be updated. Where an order is delivered outside the UK, the international sections below will apply.

Order Processing & Dispatch

Orders are picked and prepared within 1–3 business days of your order confirmation, excluding weekends and UK public holidays. Orders placed after 3pm, at weekends or on public holidays begin processing on the next working day.

Processing may take longer during sale periods, promotions and peak seasons such as Black Friday and Christmas. You will receive a dispatch notification by email once your order is on its way.

Delivery Timeframes

Our range spans small decorative pieces, glassware and ceramics, lighting, mirrors, clocks and larger storage items. Because these are prepared and dispatched from more than one location, delivery times vary by product type. All timeframes below are counted from dispatch, not from the moment you place your order, and are given in working days (Monday to Friday, excluding UK public holidays).

  • Standard items – 3–7 working days. Smaller decor and homeware such as vases, bud vase sets, candle holders, cushion covers, ornaments, small planters and compact storage.
  • Specialist items – 7–14 working days. Lighting and lamps, wall and ceiling lights, mirrors, wall clocks, wall shelves, glass and ceramic kitchen storage, dinnerware sets and multi-piece sets.
  • Large, heavy or fragile items – up to 21 working days. Floor vases, oversized mirrors and clocks, large chandeliers and pendant fittings, laundry baskets, shoe and plate racks, underbed storage, and any item requiring specialist or two-person handling.

Where an order contains items from more than one band, the longest applicable timeframe applies to that order. All delivery times are estimates and are not guaranteed. We will always tell you if we expect an order to fall materially outside these windows, and you may cancel and receive a full refund if a significantly delayed order no longer suits you.

Delivery Costs

Available delivery options and any charges are calculated automatically and shown in full at checkout before you pay, based on your delivery address and the items in your basket. Where a free delivery option is offered, it uses our standard service and the timeframes above.

Faster or upgraded delivery options, where available, shorten the transit portion of your delivery only. They do not shorten our processing time or the preparation time on specialist and large items.

Orders Containing More Than One Item

This is the most common question we receive, so please read this section carefully.

Items in the same order are frequently prepared and dispatched separately. This means that:

  • Your order may arrive in two or more parcels, on different days, sometimes several days apart.
  • Each parcel may carry its own tracking number and may be delivered by a different carrier.
  • A multi-piece set (for example a set of two lamps or a set of three vases) may be split across parcels.
  • You will never be charged more than once for delivery because your order arrives in multiple parcels.

If part of your order has arrived and the rest has not, this is normal and the remaining parcels are usually still in transit. Please allow the full delivery window for your slowest item before contacting us about a missing part of your order.

Tracking Your Order

Once dispatched, you will receive an email containing tracking details where a tracked service has been used. Please allow up to 48 hours for tracking to activate and begin updating.

Please also note:

  • Some services only scan at key points in the journey, so tracking may appear to sit still for a day or two while your parcel is moving normally.
  • Where an order ships in multiple parcels, you will receive tracking for each parcel as it is dispatched.
  • A small number of lower-value items may travel on an untracked service. Where this applies, it will be noted in your dispatch email.

Delivery Attempts, Safe Places & Collections

Please make sure someone is available to receive your delivery, particularly for larger or fragile items. If nobody is available, the carrier may leave the parcel in a nominated safe place, with a neighbour, or at a local collection point or locker, and will leave a card or send a notification.

If a parcel is returned to us because it went uncollected or delivery attempts were unsuccessful, we will refund the cost of the items once they reach us. Redelivery may incur a further delivery charge. Where you instruct a carrier to leave a parcel in a safe place, delivery to that place counts as delivery to you.

Getting Your Address Right

Please double-check your delivery address, postcode and contact details at checkout. If you spot a mistake, contact us immediately — we can usually amend the address before dispatch, but not afterwards.

We cannot accept responsibility for orders delivered to an incorrect or incomplete address supplied by you. If an order is returned to us for this reason, we will refund the cost of the items; delivery charges and any return costs incurred are non-refundable, and reshipping costs may apply.

Delays Outside Our Control

We aim to deliver within the timeframes above, but occasional delays happen for reasons beyond our reasonable control, including carrier backlogs and depot delays, severe weather, strike or industrial action, customs or border checks, and other events outside our control. We are not liable for delays of this kind, but we will keep you informed and help you chase your parcel. This does not affect your legal rights.

Lost or Missing Parcels

If your parcel has not arrived, please first check your tracking, any delivery cards, safe places and with neighbours, and allow for the multi-parcel behaviour described above.

If it still has not arrived 10 working days after the end of your estimated delivery window (or 20 working days for orders delivered outside the UK), contact us with your order number and we will open an investigation with the carrier. Carriers usually require a short period to complete their enquiry before a parcel can be declared lost. Once it is, we will send a replacement or issue a full refund, whichever you prefer.

Please report a missing parcel within 30 days of the end of your estimated delivery window so that we can still make a carrier claim on your behalf.

Items Damaged in Transit

Many of our pieces are glass, ceramic, mirrored or otherwise fragile, and they are packed accordingly — but transit damage does occasionally happen.

Please inspect your order on arrival. If an item arrives broken, damaged or incomplete:

  • Contact us as soon as possible, and ideally within 7 days of delivery.
  • Send clear photographs of the damaged item, all of the packaging inside and out, and any shipping labels. We cannot progress a carrier claim without these.
  • Please keep the item and its packaging until we have confirmed how to proceed. Do not dispose of anything before contacting us.
  • Handle broken glass, ceramic or mirrored pieces with care, and dispose of them safely if we confirm no return is needed.

Where a single piece of a multi-piece set is damaged, we will usually replace that piece rather than the whole set. Replacements and refunds for damaged items, including delivery costs, are always at our expense — never yours. Reporting after 7 days does not remove your legal rights, but it can make a carrier claim harder to pursue.

Customs, Duties & Import Charges

UK orders are delivered with all applicable UK taxes included — you will not be asked to pay anything further on delivery.

Where we deliver to an address outside the UK, your order may be subject to import duties, taxes, handling fees or customs charges levied by the destination country. These are set by that country’s authorities, are outside our control, and are not included in the price you pay us. As the importer of record, you are responsible for paying them. Refusing to pay these charges may result in your parcel being returned or destroyed; in that case, any refund will exclude delivery and any charges incurred.

Cancelling, Returning & Refunds

For your right to cancel, return an item or claim a refund, please see our Refund & Returns Policy, which sits alongside this policy and forms part of it.

Contact Us

Questions about delivery? Email us at lumalivinghome@gmail.com or use our Contact page, quoting your order number. We aim to reply within 1–2 business days.

Luma Living is a United Kingdom based retailer. Business address: Tara, Strathaven, South Lanarkshire, ML10 6QF, United Kingdom.

Nothing in this policy affects your statutory rights as a consumer under UK law.