Frequently Asked Questions
If you cannot find an answer to your question below, please email us firstname.lastname@example.org.
When will you ship my order?
We ship 2-4 business days of receiving your order.
When will my package be delivered?
Generally, orders within the continental United States will be received between 5 and 8 days after being placed. It takes 2-3 business days to process an order and between 1 and 4 days for shipping, depending on your location. If you have an urgent deadline, please put it in the ordering notes when checking out.
Due to the extreme care and safety precautions we have put in place, as well as COVID-19-related industry slowdowns beyond our control, there may be a slight delay on your recent order. Read more HERE.
Where is Lumily located?
Our U.S. office is located in San Diego, CA. All of our products are shipped from Guatemala, Mexico and Thailand to our warehouse in San Diego, where they are then shipped to you.
Our warehouse address is: 4152 Poplar Street, San Diego, CA 92105
How can I contact you?
Our phone number is 619.955.6267. You can also email email@example.com or submit a comment through our CONTACT page.
What are my payment options?
We accept Visa/MasterCard/Amex and PayPal
How can I place a wholesale order?
You can apply for a wholesale account by clicking HERE. Once you have been approved, you will receive an email confirmation and will then have special access to our wholesale prices when you log in.
Do you have a paper catalog?
In an effort to be more green, we have stopped printing paper catalogues.
Do you have a wholesale minimum order?
Yes. We have a minimum order quantity by item on some items and a total minimum order value of $200. Re-orders are $100.
How much is wholesale shipping?
We ship UPS, FedEx or USPS, which is priced by weight. This is typically between 5%-10% of your order total.
I received a damaged item. What do I do?
Please contact us within 10 days of receipt of the item(s) to let us know of the damage or defect. We will work with you in order to provide a replacement or refund/credit for the product.
If there are quality issues, we may request to see a photo of the product, so we can share this feedback with our artisans and prevent this issue from arising in the future.
Can I make a return?
Please contact us within 10 days of receipt of the item(s) to let us know of the damage or defect. We will work with you in order to provide a replacement or refund/credit for the product. Products must be returned in their original condition with product tag and without retail price stickers.
For returns related to damaged or defective items, we will incur shipping costs for domestic customers. Any shipping costs on returns made for other reasons will be at the expense of the customer.
Do you take custom orders?
Please email our CEO / Founder, Giovanna, for custom order requests at firstname.lastname@example.org
Do you ship Internationally?
Yes! For shipping to Canada, standard shipping is USPS Priority. Shipping charges are typically 10%-15% of your order total, but is dependent on weight and size of the order. UPS does door delivery but if there is a customs duty involved, you are responsible for paying UPS the duty when the package is delivered.
For international shipping (other than Canada) we use either DHL or USPS, whichever is more time and cost-efficient. Shipping costs largely vary depending on weight and destination, and smaller orders tend to have proportionally higher shipping costs. For example, for a $250 order with a diverse mix of products, shipping is generally 30%-40% of the order total, while varied orders over $500 generally have shipping charges that are 15%-25% of the order total. The customer is again responsible for any additional customs or duties. We can of course give you an exact shipping quote before sending your order.
What is your back-order policy?
Most of our products are in stock in our warehouse in San Diego, CA. Back-orders ship approximately 2-4 weeks after placing the order. If we are temporarily out of stock on any item, it will automatically be scheduled to ship when the item becomes available. Shipping is FREE for back-ordered products. You may also choose to wait for all the items to be in stock so your order may ship complete. If you request to ship complete, your order will not ship until all products are available.
Can I use your artisan pictures and stories?
As a part of our mission to connect our artisans with the world, we are happy to share their stories and images. You will need to contact us for these images. However, our artisan images must be displayed with our products only and would be shared with you based on your orders with us. Please contact us at email@example.com for any image requests.
Can I use your product images?
You can download product images from this site or we can email you images as well. You can use these images only for the purpose of promoting products that you have bought from us.