Frequently Asked Questions

Lumea’s new website launched in October 2018; existing customers please re-register If you haven't ordered since October 18, you will need to set up a new online account and password. If you need help with your order history please contact our customer service team sales@lumea.co.uk who will be able to advise during this transition.
New users will need to register by clicking 'Login/Register' at the top of the website. A new page will load where you are asked to fill in your email address and set a password, once complete you will be logged in to your online account area dashboard and receive a confirmation email confirming your details. From your account dashboard you can manage your shipping and billing addresses, and edit your password and account details. Please be sure to check these details and key in your address details carefully. Once you have placed an order, you will be able to view your recent orders and order history from here.
For non-pallet orders we advise to allow upto three working days for delivery and pallet orders 10 working days. This is inclusive of warehouse processing time and delivery by our third-party carriers.
Lumea uses a third-party courier and as such we do not offer a guaranteed delivery service. Most orders placed before 14.00 Monday-Friday do arrive the next working day. If you have a specific date in mind, please be sure to place your order in good time so that you are not disappointed.
Online order tracking is not currently available and our team is working hard to find a solution for you.
If you're not at home when a delivery is attempted our carrier will leave a card advising next delivery date, how to arrange a redelivery or where you can pick up your parcel. For further help, please email sales@lumea.co.uk
Once your order is "complete" status we are not longer able to undertake any modifications/ cancellations because the order is being loaded or already in the hands of the courier. Your order is deemed to be in the process of being shipped. As a last resort, you can refuse the parcel when delivered and the delivery company will send back the parcel to the sender.You can as well exercise your right to return after receipt.
If you have followed all the steps to place your order and made your payment with no difficulty, and your order has been given an order number in your account dashboard then your order has been successful. Please note that it may take up to 24 hours for your order to be confirmed, as Lumea Ltd uses card authorisation and fraud screening to ensure safe and secure shopping. Thank you for your understanding concerning this check which is only intended to give you additional protection. Once your order is confirmed for despatch, you will receive an order confirmation email. If you have placed your order 24 hours ago during business hours and still have not received any confirmation email, please contact sales@lumea.co.uk for advice.
Currently we only deliver orders placed via this website within the UK. If you would like an order to be shipped outside of the UK, please contact our sales team directly: export@lumea.co.uk
Please complete a Credit Application form and return to accounts@lumea.co.uk Please be aware that references and credit checks can take up to 30 working days. You will be notified by email regarding the progress of your application. Please note that all initial orders will need to be paid for in advance.
Please contact accounts@lumea.co.uk to request your existing credit account be set-up for online ordering.
All online orders charged to a verified Lumea credit account are dependant on the account not exceeding its set credit limit or being in arrears. If an account has exceeded its credit limit it will be put on 'hold' and your online order will not be processed until the outstanding invoices have been settled.
Please login to your online account and navigate to your order history, from here you will be able to see a copy of your invoices.
All information registered on our website is accessed only by designated Lumea employees. Data is held on secure servers hosted by a BS 7799/ISO 27001 accredited company. For further information on our data protection policy please see our privacy policy.
When making payment, you will be taken to the secure server facilities of WorldPay, where your credit/debit card details are processed. At no time are details of your card revealed outside this process in either display or print. Lumea Ltd. does not receive any information with respect to your credit/debit card. Once the transaction is complete, you will be returned to the lumea.co.uk website. For information about the WorldPay service, please visit: www.worldpay.com
Lumea Liquid Wax Candles are suitable for business use only and, unfortunately, are not suitable for home use. Please visit Lumea Home for our consumer range of products.
Safety is our number one priority here at Lumea. Please read our safety & usage page first and request the appropriate safety data sheets you require. If you need further information, please don't hesitate to contact sales@lumea.co.uk.
For all our contact details, please view the contact us page.