Shipping policy

SHIPPING POLICY

Thank you for shopping with Luminari. Each order is carefully prepared and packaged before shipment.

ORDER PROCESSING

Most standard orders are processed within 3–10 business days after payment is received.

Processing times may be longer for:

  • Handmade or made-to-order products
  • Custom or personalized orders
  • Wholesale and bulk orders
  • Products requiring restocking
  • Orders placed during holidays, launches, promotions, or periods of high demand

Processing time refers to the time needed to prepare your order before shipment. It does not include the carrier’s delivery time.

SHIPPING RATES

Shipping rates are calculated at checkout based on the destination, package size, package weight, and available shipping method.

Any delivery estimate shown at checkout is provided by the shipping carrier and is not guaranteed by Luminari.

TRACKING INFORMATION

When tracking is available, you will receive a shipping confirmation after your order has been prepared for shipment. Tracking information may take up to 48 hours to update after a shipping label has been created.

A shipping-label notification does not necessarily mean the package has already been accepted or scanned by the carrier.

DELIVERY TIMES

Once an order has been transferred to the shipping carrier, delivery times may be affected by:

  • Weather conditions
  • Holidays
  • Carrier delays or service disruptions
  • High shipping volume
  • Incorrect or incomplete addresses
  • Circumstances outside of Luminari’s control

Luminari cannot guarantee delivery by a specific date unless that date has been explicitly confirmed in writing.

SHIPPING ADDRESSES

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please verify your:

  • Recipient name
  • Street address
  • Apartment or unit number
  • City, state, and postal code
  • Email address
  • Telephone number, when requested

Contact us as soon as possible at shop.luminari.store@gmail.com if an address correction is needed.

We cannot guarantee that an address can be changed after processing has begun or after a shipping label has been created. Luminari is not responsible for packages delayed, returned, lost, or delivered incorrectly because an incomplete or inaccurate address was provided. Additional shipping charges may apply if an order must be resent.

LOCAL PICKUP

Local pickup may be available for eligible orders. Pickup availability, location, scheduling, and instructions will be confirmed after the order is placed.

Customers should collect their orders within the agreed pickup period. Additional arrangements may be required for orders that are not collected on time.

LOCAL DELIVERY

Local delivery may be available within selected areas and may include an additional delivery fee. A recipient or authorized person may need to be available to accept the delivery. If delivery cannot be completed because no one is available, the address is incorrect, or access is restricted, an additional fee may be required to reschedule delivery.

DELIVERED PACKAGES

When carrier tracking shows that an order has been delivered, the package is considered delivered unless additional information indicates otherwise. If you cannot locate a package marked as delivered, please:

  • Check the delivery area
  • Ask household members, neighbors, or building staff
  • Confirm that the shipping address was correct
  • Contact the shipping carrier for additional delivery information

You may also contact Luminari for reasonable assistance. However, Luminari cannot guarantee a refund or replacement for packages confirmed as delivered by the carrier.

DELAYED OR LOST PACKAGES

A package is not considered lost solely because it arrives after the original estimated delivery date. If a package appears significantly delayed, Luminari may contact the carrier, submit a missing-package request, or begin a claim when eligible.

Any replacement or refund relating to a lost shipment may depend on the carrier’s investigation and applicable waiting period.

SHIPPING INSURANCE

Shipping insurance may be included or purchased for eligible orders. Customers may be required to provide photographs, packaging, shipping documents, or other information needed to support an insurance or carrier claim.

Submitting a claim does not guarantee that the carrier or insurer will approve it.

DAMAGED SHIPMENTS

Please inspect your order promptly after delivery. If an item arrives broken, leaking, significantly melted, or otherwise damaged during shipping, contact us at shop.luminari.store@gmail.com within 7 days of delivery.

Please include:

  • Your order number
  • A description of the damage
  • Clear photographs of the item
  • Photographs of the internal packaging
  • Photographs of the shipping box or mailer
  • A photograph of the shipping label, when requested

Keep all packaging until the issue has been reviewed. Discarding the packaging may prevent Luminari from submitting a carrier or insurance claim.

Approved resolutions will be handled in accordance with our Return and Exchange Policy.

TEMPERATURE-SENSITIVE PRODUCTS

Candles and other wax-based products may soften, sweat, shift, or melt when exposed to high temperatures. During warm weather, retrieve packages promptly and avoid leaving them outdoors, in mailboxes, inside vehicles, or in other hot locations.

Minor frosting, sweating, surface changes, or wax movement caused by temperature changes may not affect the candle’s intended performance. If a product arrives significantly melted or unusable, contact us within 7 days and provide photographs before burning, repairing, or altering the product.

RETURNED OR UNCLAIMED PACKAGES

Packages returned to Luminari because of an incorrect address, failed delivery attempt, refusal of delivery, or failure to collect the package may be subject to additional shipping charges. Original shipping charges are generally non-refundable.

Customers requesting reshipment may be responsible for the new shipping cost unless the return resulted from an error by Luminari.

ORDER CHANGES AND CANCELLATIONS

Contact us as soon as possible if you need to request an order change or cancellation. We cannot guarantee that changes or cancellations can be completed after:

  • Order processing has begun
  • Supplies have been ordered
  • Customization or production has started
  • A shipping label has been created
  • The order has been transferred to the carrier

Custom, personalized, wholesale, bulk, and special-order purchases may not be canceled once sourcing or production has begun.

INTERNATIONAL SHIPPING

International shipping is not currently available unless separately arranged and confirmed by Luminari. When international shipping is offered, customers are responsible for customs duties, import taxes, brokerage charges, and other fees imposed by the destination country. Luminari is not responsible for customs delays, rejected packages, or charges assessed by international authorities.

CONTACT US

For questions about shipping, tracking, pickup, delivery, or a damaged package, contact: shop.luminari.store@gmail.com