Shipping policy
Luma Shipping Policy
Last updated: 13 October 2026
At Luma, we want ordering your little one's hearing protection to be as simple and stress-free as possible. This Shipping Policy explains how we process, dispatch and deliver your orders.
1. Delivery Costs
Free delivery on all orders.
We aim to make shopping with Luma straightforward, with no delivery charge added to eligible orders at checkout.
If any delivery restrictions or exceptions apply to a particular product or destination, these will be communicated before you complete your purchase.
2. Order Processing
Orders are processed after they have been successfully placed and payment has been confirmed.
Processing times may vary depending on order volume, stock availability, weekends and public holidays. Any applicable estimated dispatch or delivery information will be provided on our website or in your order confirmation.
During busy periods, processing may take longer than usual. We will make reasonable efforts to keep customers informed of any significant delays.
3. Delivery Times
Estimated delivery times can vary depending on your delivery address, the shipping service used and the time required to process your order.
Where an estimated delivery timeframe is provided at checkout or in your order confirmation, please use that as your guide.
If no specific delivery timeframe has been agreed, we will deliver your order within the period required by applicable consumer law.
Please note that delivery estimates are not guaranteed unless expressly stated as such.
4. Tracking Your Order
Where tracking is available, your tracking details will be provided by email once your order has been dispatched.
Please allow time for tracking information to become active after dispatch. If you have not received tracking details or need help locating your parcel, please contact us.
5. Incorrect Delivery Details
Please ensure your delivery address and contact details are correct when placing your order.
If you notice an error after placing your order, contact us as soon as possible. We will do our best to help, but we cannot guarantee that changes can be made once an order has entered the dispatch process.
Additional charges or delays may arise if a parcel cannot be delivered because the address provided was incorrect or incomplete, subject to applicable consumer law.
6. Delayed or Missing Orders
If your order has not arrived within the estimated delivery timeframe, please contact us so we can investigate.
We will work with the relevant delivery provider, where applicable, to establish the status of your parcel and help resolve the issue.
If an order is lost or significantly delayed, we will handle the matter in accordance with your statutory consumer rights. Responsibility for ensuring delivery is not removed simply because a parcel has been handed to a delivery provider.
7. Damaged or Incorrect Orders
If your order arrives damaged or you receive the wrong item, please contact us as soon as possible through our website's Contact Us page.
Please include your order number and a description of the issue. Photographs may help us investigate and resolve your enquiry more quickly.
We will work with you to arrange an appropriate solution in accordance with applicable consumer law.
8. International Shipping
Any international shipping options, destinations, costs and estimated delivery times will be displayed at checkout where available.
International orders may be subject to customs duties, import taxes or other charges imposed by the destination country. Unless expressly stated otherwise at checkout, customers are responsible for applicable import charges.
Delivery times for international orders may vary due to customs processing and local delivery services.
9. Contact Us
If you have a question about shipping, delivery or an existing order, please visit:
Please include your order number when contacting us so we can assist you as efficiently as possible.
This Shipping Policy does not affect any statutory rights you may have under applicable consumer protection law.