Find answers to some of the most common questions about shopping with Lumora Essence.
If you can’t find what you’re looking for, you’re always welcome to contact us.
Do I need an account to place an order?
Yes. We require customers to create or log in to a Lumora Essence account when placing an order. This helps us keep your orders, tracking information, account details and any return or refund requests connected in one place.
What payment methods do you accept?
Payments are processed securely through the payment options available at checkout. The available methods will be displayed before you complete your order.
Are all products kept in stock?
Not always. Lumora Essence carries a growing collection, and some products are sourced from our suppliers when ordered. Availability can therefore change, and certain items may have longer lead times than others.
How long will my order take?
Processing times depend on the products in your order and whether they are currently in stock or need to be sourced. Any applicable lead time will be shown on the product page. Once your parcel has been dispatched, you’ll receive tracking information.
Can products look slightly different from the pictures?
Yes. Natural products such as crystals and stones can vary in color, pattern, shape and size. Some handmade or supplier-sourced items may also have small variations. Where a product has assorted colors or designs, this will be noted in the product description.
Can I change or cancel my order?
Contact us as soon as possible if you need to change or cancel an order. If sourcing, preparation or dispatch has already begun, we may not be able to make changes or cancel it. Please see our Return & Refund Policy for further information.
How does shipping work?
Orders are delivered directly to the delivery address provided at checkout. Once your order has been dispatched, you’ll receive tracking information so you can follow your parcel’s journey to your door.
What if my order arrives damaged or I receive the wrong item?
Please contact us as soon as possible with your order number and clear photographs of the item and packaging. We’ll review the issue and help you with the next steps in accordance with our Return & Refund Policy.
Can I return a product?
Returns are subject to our Return & Refund Policy and may depend on the type of product and its condition. Please review the policy before requesting a return, or contact us if you’re unsure whether your item qualifies.
Do you offer gift boxes?
Yes. Lumora Essence offers thoughtfully put-together gift boxes featuring selected products from our collection. Available gift boxes and their contents can be viewed in the shop, and availability may vary.
What if I’m looking for something you don’t sell?
Tell us! We want Lumora Essence to grow with our community. Use our Suggest a Product page to tell us what you’re looking for. While we can’t guarantee that every item can be sourced, we’ll happily explore what’s available, and let you know if we do.
How can I contact Lumora Essence?
You can reach us through our Contact page or email us at enquiries@lumora-essence.co.za. We’ll get back to you as soon as we can, typically within 24-48 hours.