Shipping policy
SHIPPING POLICY
Applicable to: United Kingdom · United States · France Last updated: April 2026
1. Overview
At Lumestreet, every order matters. This Shipping Policy sets out clearly how we handle the dispatch, delivery, and tracking of orders placed through lumestreet.com — so you always know what to expect from the moment you complete your purchase.
This policy applies to all customers in the United Kingdom, the United States, and France. By placing an order with us, you accept the terms described below.
2. Where We Ship
We currently deliver to:
- United Kingdom — England, Scotland, Wales, and Northern Ireland
- United States — all 50 states and Washington D.C.
- France — including metropolitan France and French overseas departments (DOM)
We do not ship to P.O. Boxes, military addresses (APO/FPO/DPO), or any location not listed above. If you are unsure whether your address qualifies, please contact us at support@lumestreet.com before placing your order.
3. Order Processing
Orders are reviewed and prepared for dispatch within 1 to 3 business days from the moment payment is confirmed. Orders submitted on weekends or bank holidays will enter processing on the next available working day.
Once your order is placed, you will receive:
- An order confirmation email immediately after checkout
- A dispatch notification with your tracking number once your parcel has been handed to our carrier
During periods of elevated demand — such as promotions, new drops, or seasonal peaks — processing times may be slightly extended. If this applies to your order, we will keep you informed by email.
4. Delivery Timeframes & Shipping Costs
Once dispatched, your order will be delivered within 7 to 14 business days. Delivery timeframes are estimates from the date of dispatch and may be affected by factors outside our control, including customs processing, carrier capacity, or adverse weather conditions.
| Destination | Processing Time | Estimated Delivery | Total Estimated Time |
|---|---|---|---|
| 🇬🇧 United Kingdom | 1–3 business days | 7–14 business days | 8–17 business days |
| 🇺🇸 United States | 1–3 business days | 7–14 business days | 8–17 business days |
| 🇫🇷 France | 1–3 business days | 7–14 business days | 8–17 business days |
Shipping costs are calculated at checkout based on your location, package weight, and dimensions. You will see the exact amount before confirming payment.
5. Free Shipping on Promotional Items
Free shipping is available exclusively on items designated as promotional by Lumestreet. When an eligible item is in your cart, free shipping will be applied automatically at checkout — no discount codes required.
This offer applies to promotional products only and does not extend to other items in your order. For the latest promotional items, visit lumestreet.com.
6. Tracking Your Order
As soon as your parcel is dispatched, you will receive a shipping confirmation email containing your tracking number and a direct link to monitor your delivery in real time.
Please allow up to 48 hours after dispatch for tracking information to become visible on the carrier's platform. If your tracking shows no updates after this window, or if you have not received dispatch confirmation within 5 business days of your order, please contact us at support@lumestreet.com.
7. Customs, Duties & Taxes
As Lumestreet ships internationally, some orders may be subject to customs inspections, import duties, VAT, or local taxes applied by the destination country. These charges are outside our control and are the sole responsibility of the customer.
- Customs fees are determined by your country's authorities and are not included in your order total
- Lumestreet has no influence over customs procedures or the duration of customs clearance
- Refusal to pay applicable duties may lead to the parcel being abandoned or returned — in such cases, we are unable to issue a refund for either the product or shipping costs
- We strongly recommend verifying your country's import regulations before completing your purchase
8. Shipping Delays
While we take every step to ensure timely delivery, occasional delays may arise due to circumstances beyond our control:
- Customs clearance processing times
- Carrier disruptions, strikes, or network congestion
- Severe weather events or natural disasters
- Public holidays in the country of origin or destination
- Inaccurate or incomplete delivery address provided at checkout
Lumestreet is not liable for delays caused by third parties or events beyond our reasonable control. Should your order be significantly delayed, reach out to us at support@lumestreet.com and our team will investigate and assist you promptly.
9. Incorrect or Incomplete Delivery Address
It is the customer's responsibility to ensure that the delivery address provided at checkout is accurate, complete, and up to date. Lumestreet cannot be held responsible for parcels lost or undelivered due to:
- An incorrect street address, postcode, or zip code
- Missing apartment, floor, or unit numbers
- Errors made during the checkout process
If a parcel is returned to us because of an address issue, you will be responsible for the cost of reshipping. If you notice an error in your delivery address after placing your order, please contact us immediately at support@lumestreet.com. We will do our best to update it before dispatch, though we cannot guarantee amendments once the order has been collected by our carrier.
10. Lost or Missing Parcels
If your tracking shows no movement for more than 10 business days, or your parcel appears to be lost, please contact us at support@lumestreet.com. We will liaise with the carrier directly to investigate.
If your order is confirmed as lost, you may choose one of the following resolutions — the choice is entirely yours:
- A free replacement dispatched at no additional cost, or
- A full refund to your original payment method
If tracking shows your order as delivered but you have not received it, we recommend first checking with neighbours and any sheltered areas around your property, then contacting your local carrier with your tracking number. If the matter remains unresolved, we are here to help.
11. Damaged Parcels
If your order arrives in a damaged condition, please notify us within 7 days of delivery by emailing support@lumestreet.com. To help us resolve your case efficiently, please include:
- Your order number
- Clear photographs or video of the damaged packaging and affected item(s)
- A brief description of the damage sustained
We will review your claim and, where damage is confirmed, offer a replacement or full refund at no cost to you.
12. Order Cancellation
You may request the cancellation of your order provided it has not yet been dispatched. To do so, contact us as soon as possible at support@lumestreet.com with your order number.
Once an order has been handed to our carrier, it can no longer be cancelled. In that case, you are welcome to initiate a return once your parcel has been delivered, in accordance with our Refund Policy.
Note for UK customers: Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without providing a reason. Please refer to our Refund Policy for full details.
13. Contact Us
Our customer support team is available Monday to Friday and will respond to your enquiry within 3 to 5 business days.
- Website: lumestreet.com
- Email: support@lumestreet.com
- Phone: +44 20 7123 4567
- Mailing Address: DEWBERRY IT ANALYTICS LLC, 825 Eastern Bypass, Richmond, KY 40475, United States
Lumestreet — lumestreet.com — support@lumestreet.com