Shipping Policy
Order Processing
All Lumamber orders are carefully prepared, packaged, and verified before dispatch. Processing time applies before your order enters the shipping carrier's network. Please factor processing time into your expected delivery window.
Standard processing
Order cut-off is 2:00 PM HKT (GMT+8). Orders placed before the cut-off begin processing the same day; orders after it begin the next working day.
Orders processed within 24–48 hours of payment confirmation.
Shipping confirmation email with tracking number sent upon dispatch.
All orders dispatched from our partner fulfilment facility in Hong Kong SAR.
Processing exclusions
Orders placed on Sundays begin processing the following Monday.
Orders placed on Hong Kong public holidays are processed the next working day.
Processing may be extended during peak periods (major sales events, festive seasons).
Order verification
In some cases we may need to verify your order before dispatch — particularly for high-value orders or where payment requires additional confirmation. Our team will contact you promptly by email. This may add up to 24 hours to your processing time.
Shipping Methods & Rates
We offer a single, carefully selected shipping method optimised for the safe international delivery of lighting products. All orders are shipped using trusted global carriers from our partner facility, with last-mile delivery in Poland handled by leading local carriers — DPD Polska, DHL Parcel Polska, or InPost (home delivery). Full tracking is provided from dispatch to delivery, and every shipment includes transit insurance at no extra cost.
Standard Shipping
7–10 Business Days
Estimated delivery from dispatch, worldwide
FREE
on orders 425 PLN and above
Orders 425 PLN and above
Free
Applied automatically — no code required. Shipping insurance and DDP duties included.
Orders below 425 PLN
20 PLN
Flat rate, calculated at checkout. Shipping insurance and DDP duties included.
Important note on delivery estimates
Delivery timeframes are estimates provided by the carrier and begin from the date of dispatch — not the date of purchase. Delivery times are not guaranteed and may vary due to customs clearance, carrier delays, peak periods, or weather conditions. Lumamber is not liable for late deliveries and no refund will be issued solely on the basis of a delayed delivery, without prejudice to your statutory consumer rights.
Packaging & Fragile-Item Care
Many Lumamber lamps incorporate hand-blown glass, ceramic, travertine, or other fragile materials. Each product is packaged with care to protect it through international transit, and every shipment is insured against transit damage and loss as a standard feature of our shipping — included at no extra cost to you.
How we package
Each lamp wrapped in protective foam or moulded inserts shaped to the product.
Fragile components (glass shades, ceramic bases) individually padded.
Double-boxing for products with delicate or oversized components.
Outer box marked "Fragile" and "This Way Up" for carriers.
No replaceable bulbs are included with the lamp unless explicitly stated on the product page.
When your order arrives
Inspect the outer box before signing for receipt. Note any visible damage with the carrier if delivered in person.
Unbox carefully and slowly. Open by hand, not with scissors or knives near the inner padding.
Keep all packaging materials for at least 48 hours until you've fully inspected the product.
Photograph the lamp and packaging if you notice any damage — required for our claims procedure.
Shipping insurance — included with every order
Every Lumamber shipment is covered against transit damage, loss, and theft in transit, regardless of order value or shipping rate paid. There is no opt-in or extra charge — this protection is included in our shipping rates. If your order is damaged in transit, lost in transit, or stolen in transit, Lumamber replaces or refunds in full at our cost. The insurance covers the period from dispatch to the moment of physical delivery to you.
48-hour reporting window for visible transit damage
Visible transit damage must be reported within 48 hours of confirmed delivery, with photographs of both the outer packaging and the affected components. This allows us to process the insurance claim and arrange replacement or refund promptly at no cost to you. Damage discovered later may still be covered under the 2-year warranty (see our Returns & Refunds Policy for full procedure), but the visible-transit-damage claim is only available within the first 48 hours.
If anything arrives damaged
Do not discard any packaging. Email info@lumamber.com within 48 hours with your order number, photographs of the damage, and a brief description. We arrange replacement or refund — including return shipping at our cost — at no charge to you. See our Returns & Refunds Policy, Section 07, for full procedure.
Order Tracking
Every Lumamber order includes full end-to-end tracking, from our dispatch facility to your door. You will never need to wonder where your order is.
Order confirmed
You receive an order confirmation email immediately after purchase with your order number and summary.
Order dispatched
Within 24–48 hours, your order is packed and handed to the carrier. You receive a shipping confirmation email with your tracking number and a direct link to track your parcel.
In transit
Use your tracking number to follow your parcel in real time via the carrier's website. Tracking updates may take up to 24–48 hours to appear after dispatch, particularly while the parcel clears Hong Kong export.
Customs clearance
Because we ship DDP, import duties and VAT have been pre-paid — your parcel clears customs automatically in most cases without action required from you. See Section 05 for full details.
Delivered by local Polish carrier
Your order is delivered to your address by Poland's leading last-mile carriers — typically DPD Polska, DHL Parcel Polska, or InPost (home delivery). The specific carrier is shown in your shipping confirmation email. If delivery is unsuccessful, the carrier will leave a notice with instructions for collection or redelivery. Please retain any signature confirmation for your records.
Tracking not updating?
Tracking information can take up to 48 hours to be updated after dispatch. If your tracking shows no updates after 7 business days from your dispatch confirmation, please contact us at info@lumamber.com and we will investigate with the carrier on your behalf.
Last-mile delivery in Poland
Your parcel is delivered to your door by one of Poland's leading carriers — typically DPD Polska, DHL Parcel Polska, or InPost (Kurier). The specific carrier is shown in your shipping confirmation email and in your tracking link. Most Lumamber lamps are too large or fragile for parcel lockers (Paczkomaty), so deliveries are made directly to your address by hand, with signature requested for higher-value orders.
Duties, VAT & DDP Shipping
Lumamber ships internationally from Hong Kong on a Delivered Duty Paid (DDP) basis. This means import duties and destination-country VAT have been pre-paid by Lumamber as part of your shipping arrangement — there are no surprise charges to settle at delivery in the vast majority of cases.
What DDP means for you
Import duties pre-paid — Lumamber pays all applicable customs duties on the lamp's HS-code-classified rate for your destination.
Import VAT pre-paid — For EU customers, this includes destination-country VAT (e.g., 23% Polish VAT for Polish residents) calculated on the order value plus shipping.
Customs clearance handled — The carrier manages the import paperwork on our behalf, with no action required from you.
The price you pay at checkout is the total price — No additional fees at delivery in normal circumstances.
What Lumamber does
All shipments accompanied by accurate customs documentation — commercial invoice, HS codes, declared value.
We declare the accurate and honest value of all shipments. We do not undervalue or misdeclare goods.
We pre-pay applicable duties and destination-country VAT through our carrier's DDP service.
Products comply with CE marking and applicable EU import standards for lighting.
Your responsibilities
Provide accurate delivery information including phone number where requested (carriers may need to contact you for clearance).
Respond promptly if the carrier requests additional information (rare under DDP).
Be available to receive delivery, or arrange collection / redelivery if you miss the first attempt.
Contact us immediately if customs asks you to pay any charges — see below.
In the unlikely event of additional customs charges
DDP arrangements work as intended in the overwhelming majority of cases. However, in rare situations — a customs system delay, a manual inspection routed outside the standard pipeline, a misclassification by the destination customs authority — your country's customs office may attempt to collect duties or VAT despite our pre-payment. If this happens to you, do not pay. Contact us immediately at info@lumamber.com with the customs notice. We will either resolve the issue directly with the carrier and customs authority, or refund any charges you had to pay to release your parcel. You should never bear the cost of a DDP shipment.
Customs delays
Even with DDP, customs processing times can vary by country and are outside our direct control. Most parcels clear customs within 1–3 business days. Delays caused by customs clearance — including routine inspections — do not qualify for a refund or compensation, without prejudice to your statutory rights. We will assist by liaising with the carrier if the delay exceeds 5 business days at customs.
Shipping Address Accuracy
You are solely responsible for providing a complete, accurate, and deliverable shipping address at checkout. Please double-check your address — including apartment numbers, postal codes, and country — before completing your order.
Address errors
Address corrections can only be made before dispatch.
Lumamber cannot be held liable for non-delivery or misdelivery resulting from an incorrect or incomplete address provided by the customer. If you notice an error after placing your order, contact us immediately at info@lumamber.com with your order number.
Once an order has been handed to the carrier, we are unable to redirect or modify the delivery address. Any additional shipping costs incurred by a redelivery attempt will be the customer's responsibility.
PO Boxes & remote addresses
We are unable to deliver to PO Boxes — Lumamber lamps are typically too large and fragile for postal-box delivery, and signature on delivery is preferred for high-value items. Deliveries to remote or rural addresses may require additional transit time beyond standard estimates. If your address may be difficult to deliver to, please contact us before ordering.
Shipping Issues, Delays & Lost Parcels
We take shipping issues seriously, and because every shipment is insured, resolving them does not depend on a lengthy carrier investigation. If your order does not arrive within the expected timeframe, or arrives in an unexpected condition, please follow the steps below.
Delayed delivery
If your order has not arrived within 14 business days of dispatch confirmation, contact us at info@lumamber.com with your order number.
We will liaise with the carrier on your behalf and provide an update within 2 business days.
Damaged on arrival
If your lamp arrives visibly damaged, do not discard the packaging. Photograph the outer packaging and the affected components, and contact us within 48 hours of delivery.
We file the insurance claim and arrange replacement or refund in full — no cost to you. See Returns & Refunds Policy, Section 07.
Lost parcel procedure
Because every shipment is insured, lost-parcel resolution is fast.
If tracking shows no movement for an extended period or the parcel is reported lost by the carrier, we file the insurance claim immediately. You receive a replacement or full refund — including all shipping costs paid — promptly upon confirmation of loss. You do not need to wait for a lengthy carrier investigation to resolve.
Report timing
Report no-delivery after 14 business days from dispatch. We escalate to the carrier and the insurance provider in parallel.
Resolution
Replacement dispatched within 3–5 business days of loss confirmation, or full refund issued in 14 business days — your choice.
Your EU consumer rights
For consumers resident in the European Union, your statutory rights under Directive 2011/83/EU and the Polish Consumer Rights Act apply in full. In particular, risk of loss does not transfer to you until the lamp is physically delivered to you or to a third party you designated. Lumamber's included transit insurance is in addition to these statutory rights, not in place of them. Contact us first at info@lumamber.com — we will work with you to resolve the issue quickly under whichever framework benefits you most.
Risk of Loss & Included Insurance
Responsibility for the lamp during transit is allocated according to applicable consumer protection law and our included shipping insurance.
Risk of loss — consumers
For consumers (including all EU residents), risk of loss transfers to you upon physical delivery, as required by EU Directive 2011/83/EU Article 20 and equivalent national consumer protection law. This means that if a lamp is lost or damaged in transit before it is physically delivered to you, Lumamber bears the risk and will refund or replace the lamp at our cost. Our included transit insurance ensures we can resolve such cases without delay.
Included shipping insurance
Every Lumamber shipment is insured against loss, damage, and theft during transit. The insurance period begins from the moment your order is collected by the carrier at our facility and ends at the moment the parcel is physically delivered to you. There is no extra charge for this protection — it is built into our shipping rates. If anything goes wrong before delivery, we make it right at no cost to you.
Risk of loss — non-consumers
For non-consumer (business-to-business) transactions, risk of loss transfers at the point of dispatch from our facility, unless otherwise agreed in writing. Our included shipping insurance still applies to B2B shipments by default.
Lumamber is not liable for
Delivery delays caused by the carrier, customs, weather events, or other circumstances beyond our reasonable control.
Parcels delivered to an address the customer specified incorrectly at checkout.
Parcels stolen after confirmed physical delivery to the correct address (i.e., porch theft after the parcel is in your possession — insurance covers theft during transit only).
Any consequential, indirect, or incidental losses arising from shipping delays or non-delivery — subject to mandatory consumer protection law.
What we commit to
While carrier performance is outside our direct control, Lumamber is committed to acting as your advocate. We will contact the carrier on your behalf, file insurance claims promptly, and keep you informed throughout. If a parcel is confirmed lost before delivery to a consumer, we will offer a replacement or full refund as appropriate. We will never leave you to navigate a shipping issue alone.
Contact & Support
For any shipping-related queries, tracking issues, or concerns about your order, our customer care team is available to help. We aim to respond to all enquiries within 1–2 business days.
When to contact us
Tracking issues
No tracking updates after 48 hours of dispatch, or tracking shows an unexpected status.
Delayed delivery
Not received within 14 business days from dispatch confirmation.
Damaged on arrival
Within 48 hours of delivery, with photographs of the packaging and item.
Customs requesting payment
Immediately, before paying. We resolve DDP-related issues with the carrier and customs directly.
Questions about your shipment?
Our team responds to all shipping enquiries within 1–2 business days.
info@lumamber.comThis policy applies to all orders placed on lumamber.com. For consumers resident in the European Union, statutory rights under Directive 2011/83/EU and applicable national law (including the Polish Consumer Rights Act of 30 May 2014) apply in addition to and supersede the terms of this policy where more favourable. Lumamber reserves the right to amend this policy at any time, without prejudice to statutory rights. Effective 20 August 2025. Last updated 17 May 2026.