Frequently asked questions

Payment

Which payment methods are accepted? We offer several payment options, including credit card, PayPal, iDEAL and SEPA direct debit. All available options will be displayed in the last step of the order process.

For what reason can a payment fail? Possible causes are incorrectly entered card details, insufficient account balance or technical faults on the part of the payment provider. First check your details - if problems persist, please contact your bank or payment service provider directly.

How do I receive my invoice? You can request an invoice during the ordering process. This will then be sent to you automatically by e-mail.

Is cash on delivery possible? No, we do not offer this payment option. Please select one of the available online payment methods.

Can I use vouchers or discount codes? Yes, when you complete your order there is an input field where you can redeem promotional codes or gift cards.

How secure are my payment details? The security of your data is our top priority. We protect all transactions using modern encryption methods and work exclusively with PCI-certified payment service providers.

When will I receive a confirmation of my order? Immediately after successful payment, we will send you a confirmation e-mail with all the relevant details of your order.

How does a refund work? Please contact our support team and have your order number ready. We will process your request in accordance with our current refund guidelines.

Where can I find my order history? After logging into your customer account, you will find a complete overview of all past purchases including payment status under „My account“ in the „Order history“ section.

Shipping

Which countries do you ship to and how does this work? We offer DDP (Delivered Duty Paid) shipping for numerous countries - this means that we take care of all customs clearance and import duties for you.

Shipping routes by region:

• USA - UPS Express (except Alaska and Hawaii)
• Great Britain - DPD Express (local)
• Europe - UPS Express / DPD Express / DHL Express

European countries with DDP service: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.

Note: Parcels to Europe (except UK) are handled via Germany and forwarded from there.

Other regions served:

• United Arab Emirates (Dubai only)
• South Africa
• Vietnam
• West Malaysia (without Kalimantan Island)

Estimated delivery times:

All other countries: For delivery destinations not listed, customs clearance and payment of any import duties is your own responsibility. Please contact the relevant customs office to find out about any applicable fees. In some cases, a business licence is required.

How are the shipping costs calculated? The costs depend on the weight of the parcel, destination country and selected shipping method. The exact amount will be displayed before you finalise your order.

What to do if a delivery is delayed or a parcel is lost? In this case, please contact our customer service. We will check the situation and work with you to find a solution.

How do I track my programme? After logging in, you will find all tracking information under „Order history“. You will also receive the shipment details by e-mail.

Are customs duties payable? As a rule, no. Canada and Denmark are currently exceptions.

How long does the total delivery take? Depending on the product, your order will initially remain in warehouse preparation for 1 to 5 days. The subsequent delivery takes a further 7 to 15 days.

Security

How is your website protected against unauthorised access? We rely on a multi-level security concept consisting of data encryption, firewall systems and regular security audits to reliably protect your data and transactions.

What happens to my personal data? We adhere strictly to our data protection guidelines. Your data is neither sold nor passed on without your consent - it is used exclusively for order processing and customer service.

Are my payment details stored securely? Yes, our payment system complies with the PCI DSS standard and therefore fulfils the highest requirements for data security in payment transactions.

How do I choose a secure password? Combine upper and lower case letters, numbers and special characters. Avoid personal details such as dates of birth or names. For additional security, we recommend changing your password at regular intervals.

How do I recognise that I am on the real lumovape website? Match the URL in the browser line with our official address and look out for the lock symbol, which indicates an encrypted SSL connection.

What should I do in the event of suspicious activity? If you have any safety concerns or unusual activities, please contact our customer service immediately. We take every tip seriously and investigate all reports immediately.

How do you protect me from phishing? We have implemented anti-phishing measures to protect you from fake websites and fraudulent emails.

Returns

Can I change an order at a later date? Yes, changes are possible until 23:00 (PDT, UTC-7) on the day of order. Please write to us at arambulahalabymf487@gmail.com.

How does the return process work? The return window is 15 days from receipt of the goods.

Requirements for an accepted return:

• Item in original, unused condition
• All labels still attached
• Original packaging complete and undamaged
• Proof of purchase or invoice enclosed

This is how the process works:

1. Contact us at arambulahalabymf487@gmail.com
2. After checking and approval, you will receive a return label
3. Pack the item carefully and follow our shipping instructions

Important: Unfortunately, returns that are sent in without prior agreement and authorisation cannot be accepted.

If you have any further questions about returns, please do not hesitate to contact us at arambulahalabymf487@gmail.com.