Shipping and payment

How your order reaches you and how you pay. The contract terms are sections 5, 6 and 8 of our Terms and Conditions.

Where we deliver

We deliver to United Kingdom postal addresses only, including Northern Ireland. We do not deliver to BFPO addresses, parcel lockers or addresses outside the UK.

LUMI pouches are made in our own factory in Poznań, Poland, and dispatched from our UK warehouse in Sheffield as a UK domestic parcel. There are no customs charges or duties to pay on delivery.

Delivery method and cost

Every order is sent by Royal Mail Tracked 24. There is one delivery option, and the charge is shown at checkout before you pay.

• Orders under £29.90: £2.99
• Orders of £29.90 or more (four or more 5-packs): free

When we dispatch

• Monday to Friday, order before 1pm: dispatched the same working day
• Monday to Friday, order after 1pm: dispatched the next working day
• Saturday and Sunday: dispatched on Monday
• Bank holidays: dispatched on the next working day

How long delivery takes

Royal Mail Tracked 24 usually delivers within 1–2 working days of dispatch, Monday to Saturday. Tracked 24 aims for next-day delivery, but Royal Mail’s times are estimates, not a guarantee.

If your parcel has not arrived within 5 working days of the dispatch email, email support@thelumiclub.com with your order number and we will investigate with Royal Mail.

Tracking your order

We email you when your order is dispatched, with a Royal Mail tracking number. You can also find tracking in your account under Orders.

If you are not in

If nobody can take the parcel and it does not fit through the letterbox, Royal Mail will leave a card explaining how to rearrange delivery or collect from your local delivery office.

If a parcel is not collected or rearranged within Royal Mail’s time limit it comes back to us. If that happens because it was not collected, we may ask for a £2.99 re-delivery fee before sending it again. If Royal Mail failed for a reason that was not your fault, we resend at no charge.

Age check at delivery

LUMI is for adults only. Every order is age-checked with Yoti after you pay, and an adult aged 18 or over must receive the parcel. See section 2 of our Terms and Conditions.

How you can pay

We accept Visa, Mastercard, Apple Pay and Google Pay. All payments are processed by PayU S.A.; we never see or store your full card number.

• One-off orders: card, Apple Pay or Google Pay
• Subscriptions: card only, saved securely with PayU for renewals

Payment is taken when you place the order. All prices include UK VAT. If you need a VAT invoice, email support@thelumiclub.com with your order number.

Returns and cancellation

You have 14 days from delivery to change your mind about an unopened, sealed 5-pack. Opened packs and single tubs cannot be returned unless faulty. How to return, the returns address and the cancellation form are on our Returns and Refunds page; the conditions are in section 8 of our Terms and Conditions.

Questions

support@thelumiclub.com · 0800 707 4448
Monday to Friday, 8am to 4pm (UK time).