FAQ


Orders & Payments

How can I contact Lumina Supply? You can reach our support team by email at info@lumina-supply.com. We are available Monday through Friday, 09:00 AM – 05:00 PM (AEST) to assist with any questions.

Which payment methods do you accept? We accept a wide range of secure payment options, including:

  • Credit/Debit Cards: VISA, Mastercard, American Express
  • Digital Wallets: Apple Pay, Google Pay
  • Alternative Payments: PayPal All transactions are protected by industry-standard SSL encryption.

Can I modify or cancel my order? To ensure fast delivery, we process orders quickly. Any changes or cancellations must be requested within 24 hours of placing your order. After this window, we may be unable to stop the shipment, but you can initiate a return once the package arrives.

Shipping & Delivery

Do you ship worldwide? Currently, we focus exclusively on the Australian market to ensure a reliable and dedicated service for our customers.

Where are products shipped from? All Lumina Supply products are shipped from our main logistics hub. This allows us to maintain strict quality control before your items begin their journey to Australia.

How long does delivery take?

  • Processing: 1–3 business days.
  • Transit: 6–10 business days.
  • Estimated Total: Most customers receive their orders within 7–13 business days.

What if I do not receive my order? If your order has not arrived within 35 days of the shipment date, you are eligible for a full refund. If a package is confirmed lost by the carrier, a refund or replacement will be issued immediately. Please contact us at info@lumina-supply.com for assistance.

Returns & Refunds

How can I return an item? To start a return, please email info@lumina-supply.com.

  • Important: All returns must be pre-approved.

  • Address Note: Do not send items to our administrative office in Canada; we will provide you with the correct warehouse address once your return is approved.

What if my item is defective, incorrect, or damaged? We take full responsibility for faulty goods. Contact us immediately with your order number and clear photos of the issue. We will arrange for a free replacement or a full refund, and we will cover the return shipping costs for defective items.

When will I receive my refund? Once your return is received and inspected, we issue refunds to the original payment method within 7 business days. Please note that your bank may take an additional 3–5 days to reflect the credit on your statement.

Security & Privacy

Is my information safe? Absolutely. At Lumina Supply, your privacy is a top priority. we handle all personal data in strict accordance with Australian data protection laws and use Tier-1 secure payment processors to ensure your details never stay on our servers.