Shipping policy

Last updated: 11 September 2026

At LUMORA, we take care to ensure that your order is prepared, packed and delivered as smoothly as possible.

This Shipping Policy explains our processing times, delivery estimates, tracking, customs and duties, and what happens if there is an issue with your shipment.

This policy applies to orders delivered to customers in the United Kingdom.

1. WHERE WE SHIP FROM

LUMORA orders are currently prepared and dispatched from China.

We provide standard delivery to addresses within:

  • England
  • Scotland
  • Wales
  • Northern Ireland

Standard delivery to these destinations is free of charge.

Delivery to certain remote locations, including parts of the Scottish Highlands and islands, as well as some areas of Northern Ireland, may take longer than our normal delivery estimates.

Jersey, Guernsey and the Isle of Man are not included within our standard UK delivery coverage unless delivery to your address is specifically available during checkout.

2. ORDER PROCESSING TIME

Standard in-stock orders are normally processed within:

3–7 business days

Processing time begins after your order and payment have been successfully received.

Processing includes order verification, preparation, quality checks, packing and handover to the shipping carrier.

Business days generally mean Monday to Friday, excluding applicable public holidays.

Processing times are separate from shipping transit times.

3. ESTIMATED DELIVERY TIME

After your order has been dispatched, standard delivery to the United Kingdom normally takes approximately:

7–12 business days

For a standard in-stock order, the total estimated time from order placement to delivery is therefore generally approximately:

10–19 business days

This consists of:

3–7 business days processing
+
7–12 business days shipping

Delivery times are estimates rather than guaranteed delivery dates.

4. FREE UK SHIPPING

LUMORA currently provides free standard shipping on all eligible UK orders.

There is no minimum order value required for standard UK delivery unless otherwise stated during checkout or as part of a specific promotion.

Remote UK destinations remain eligible for free standard delivery, although additional transit time may be required.

5. CUSTOM & PERSONALISED ORDERS

Custom products require additional production time before they can be dispatched.

Customisation may include:

  • Custom colours
  • Custom dimensions
  • Engraving
  • Personalised text
  • Other made-to-order modifications

Most custom orders require approximately:

7–15 business days for production

The production period begins once the final customisation details or design have been confirmed by the customer.

After production is complete, the normal estimated shipping time of approximately 7–12 business days applies.

This means a typical custom order may require approximately:

14–27 business days from final design confirmation to delivery.

More complex custom projects may require additional time. If this applies to your order, we will inform you of the expected production schedule before production begins.

6. ORDER TRACKING

All LUMORA orders include shipment tracking.

Once your order has been dispatched, we will provide shipping confirmation and tracking information using the contact details associated with your order.

Please note that tracking information may take approximately 24–72 hours after dispatch to become active or show its first update in the carrier's system.

A delay in the first tracking update does not necessarily mean that your parcel has not been shipped.

7. TAXES, DUTIES & CUSTOMS

For standard orders shipped by LUMORA to the United Kingdom, applicable import taxes and duties are intended to be included or covered as part of our shipping arrangement.

Customers should therefore not normally be required to pay additional import VAT, customs duties or customs clearance charges when receiving their order.

If a carrier or customs authority unexpectedly asks you to pay an import charge, please contact LUMORA before making payment where reasonably possible.

If the charge is verified as a valid import charge that should have been covered under our duty-paid shipping arrangement, LUMORA will arrange an appropriate solution, which may include payment or reasonable reimbursement of the verified charge.

Please keep any invoice, receipt or other documentation relating to an unexpected customs charge.

8. CUSTOMS CLEARANCE

Although we use shipping arrangements intended to simplify customs clearance, customs authorities or carriers may occasionally request additional information from the recipient.

You may be asked to provide information reasonably necessary to complete delivery or customs clearance.

We ask that customers cooperate with reasonable customs or carrier requests so that the shipment can be delivered successfully.

LUMORA will provide reasonable assistance where necessary.

Customs inspections, border procedures or carrier processing may occasionally cause delivery to take longer than our normal estimates.

9. DELIVERY TO REMOTE AREAS

We provide free standard delivery throughout England, Scotland, Wales and Northern Ireland.

However, some destinations may require additional transit time, including certain:

  • Scottish Highlands locations
  • Islands
  • Remote areas
  • Northern Ireland destinations

If your address requires additional delivery time, this does not by itself result in an additional standard shipping charge.

10. DELIVERY DELAYS

Our delivery estimates are provided in good faith based on normal processing and shipping conditions.

Occasionally, delays may occur because of circumstances such as:

  • Customs or border inspections
  • Severe weather
  • Carrier disruptions
  • Flight or transportation delays
  • Peak shopping periods
  • Public holidays
  • Chinese New Year
  • UK holiday periods
  • Strikes or other transportation disruptions
  • Events outside our reasonable control

If your order has not arrived 7 business days after the end of the estimated delivery period, please contact us so that we can investigate the shipment with the carrier.

11. INCORRECT OR INCOMPLETE DELIVERY ADDRESS

Please check your shipping information carefully before submitting your order.

If you notice an error in your delivery address, contact us as soon as possible at:

vip@kailashop.com

If your order has not yet been dispatched, we will make reasonable efforts to update the address.

Once an order has entered the shipping process, we cannot guarantee that the delivery address can be changed or that the shipment can be intercepted.

If a parcel cannot be delivered because the customer provided an incorrect or incomplete address, the customer may be responsible for reasonable additional costs required to send the order again.

12. FAILED DELIVERY OR UNCLAIMED PARCELS

Customers are responsible for providing accurate contact and delivery information and, where required, cooperating with the carrier to receive the parcel.

If delivery fails because:

  • The recipient cannot be contacted
  • The parcel is repeatedly not accepted
  • The parcel is not collected
  • An incorrect or incomplete address was provided

and the shipment is returned, please contact LUMORA.

Where re-delivery is requested, the customer may be responsible for reasonable additional shipping costs when the failed delivery resulted from circumstances within the customer's control.

Any refund request will be handled in accordance with our applicable Returns & Refunds Policy and the customer's statutory rights.

13. PACKAGE MARKED “DELIVERED” BUT NOT RECEIVED

If tracking shows that your order has been delivered but you cannot locate the parcel, please first:

  • Check around the delivery location and any safe places
  • Check with other members of your household
  • Check with neighbours
  • Check with reception, concierge or building management where applicable
  • Review any delivery photograph or carrier notification

Carrier tracking systems can occasionally update shortly before a parcel is physically located at the delivery address.

Please allow up to 24 hours after the delivery scan.

If you still cannot locate your parcel after this period, contact:

vip@kailashop.com

We will assist you and, where appropriate, open an investigation with the shipping carrier.

14. LOST SHIPMENTS

If your parcel appears to be lost, LUMORA will work with the shipping carrier to investigate the shipment.

A parcel will not be treated as permanently lost solely because tracking has temporarily stopped updating.

If the carrier or our investigation confirms that the shipment has been lost, you may choose between:

A free replacement shipment, or
A full refund for the lost order.

Any approved refund will be issued to the original payment method.

15. DAMAGED PACKAGES

If your order arrives visibly damaged, please photograph the outer packaging and the condition of the product.

Where possible, contact us within 3 days of delivery at:

vip@kailashop.com

Please include your order number and clear photographs and/or video showing the problem.

This helps us investigate transport damage and resolve the issue more quickly.

The request to contact us within 3 days does not remove or limit any statutory rights you may have in relation to faulty, damaged or non-conforming goods.

For more information about damaged or faulty products, please see our Returns & Refunds Policy.

16. OUT-OF-STOCK ITEMS & PROCESSING DELAYS

We make reasonable efforts to keep inventory information accurate.

Occasionally, an item may become unavailable or experience an unexpected production or inventory delay after an order has been placed.

If this prevents us from dispatching your order within the normal processing period, we will contact you and provide an updated estimated dispatch time.

If you do not wish to wait for the delayed item, you may request cancellation and a refund for the affected item if it has not yet been dispatched.

17. SPLIT SHIPMENTS

We generally aim to send each order together in a single shipment.

In unusual circumstances, an order may need to be shipped in more than one parcel.

If this happens, you may receive separate tracking information for each shipment.

You will not be charged additional standard shipping fees solely because LUMORA has chosen to divide your order into multiple shipments.

18. CANCELLING AN ORDER BEFORE DISPATCH

If you wish to cancel a standard order before it has been dispatched, please contact us as soon as possible.

We will make reasonable efforts to stop the shipment.

However, once an order has entered the shipping process, cancellation or interception may no longer be possible. In that situation, you may need to receive the order and follow our applicable Returns & Refunds Policy.

For customised or personalised products, cancellation may not be available once the final design or customisation requirements have been confirmed or production has begun.

Please refer to our Returns & Refunds Policy for further information regarding custom orders and cancellations.

19. DELIVERY ESTIMATES ARE NOT GUARANTEED

Processing and delivery times stated in this Shipping Policy are estimates.

Although most orders are expected to arrive within these timeframes, we cannot guarantee a specific delivery date where circumstances outside our reasonable control affect transportation or customs processing.

If a significant delay occurs, please contact us and we will work with you and the carrier to determine the status of your shipment and an appropriate solution.

Nothing in this section is intended to limit any statutory rights available to customers under applicable law.

20. CONTACT US

If you have questions about shipping, tracking, delivery delays, customs or a missing parcel, please contact:

LUMORA Customer Service
Email: vip@kailashop.com

When contacting us about an existing order, please include your order number so that we can assist you more quickly.