Order issue
Topics covered here: damaged or defective item, delayed order, shipping issues and lost packages
My order arrived damaged. What should I do?
If your order arrives damaged or you believe an item is defective, please contact us as soon as possible at
contact@studioluminis.com.
To help us assess the issue quickly, please include your order number along with clear photographs of:
- the damaged item;
- the packaging;
- any visible shipping damage.
Our team will review your request and work with you to find the most appropriate solution as quickly as possible.
My order is taking longer than expected. What should I do?
Orders are typically dispatched within 5 to 7 business days. Once shipped, delivery times may vary depending on your location and your local postal service.
If the estimated delivery time has passed and you have not received your order, please contact us at
contact@studioluminis.com. We will investigate the shipment with the postal carrier and keep you informed until the issue is resolved.
My package appears to be lost. What should I do?
If your tracking information has not been updated for an extended period or your package appears to be lost, please contact us at
contact@studioluminis.com.
We will open an investigation with the postal service and do everything we can to locate your shipment. If your package is confirmed as lost, we will work with you to arrange the most appropriate solution.