FAQ

Frequently Asked Questions

How can I contact Luma?
You can contact our support team through our Contact page or by email at ustaal2026@gmail.com

How long does delivery take?
Delivery times depend on your destination and the product you order. Your available shipping options and estimated delivery information will be shown during checkout.

How can I track my order?
If tracking is available for your order, you will receive tracking information by email once your order has been shipped.

Can I return my order?
Yes. Eligible purchases can be returned in accordance with our Returns Policy and applicable consumer rights.

What happens if my order arrives damaged?
Please contact our customer support as soon as possible and include your order number together with photos of the damaged product and packaging.

Can I cancel or change my order?
Contact us as soon as possible if you need to change or cancel an order. We cannot guarantee changes once an order has entered processing or been shipped.

Do you ship internationally?
Available shipping destinations and shipping options are displayed during checkout.

What payment methods do you accept?
Available payment methods are displayed securely during checkout.

How can I find the right product for my pet?
Each product page provides detailed information about the product, its features and intended use. If you are unsure which product is right for your pet, contact our support team and we will be happy to help.

Is my payment secure?
Payments are processed through Shopify's secure checkout and the payment methods available for your order.

Where can I find information about returns and refunds?
Please visit our Returns & Refunds page for information about returns, refunds and applicable conditions.