FAQ's

Shipping

I just placed an order, when will it ship?

When you place an order with us, it takes us a few business days to process your order and prepare for transit. Please expect orders placed before 5:00 PM to be shipped out in 1-3 business days. When your order is shipped, you will receive a shipment confirmation email or SMS, which will contain a link to track your order. You will also be updated with the progress of your package via email. 

How do I track my order? 
You can track your order directly on our website by clicking here. Alternatively, you can click the link in your shipping confirmation email.

Oops! I entered an incorrect shipping address, what can I do?
If you have entered an incorrect shipping address, please send us an email immediately at socials@lumination.us. You must reach out to us before your order is shipped, as we cannot make any order changes once we no longer have possession of your package. Lumination is not responsible for incorrectly entered shipping addresses, therefore, we cannot provide refunds if you enter an incorrect shipping address. Please ensure to double check the address which you enter during checkout, as making address changes is very difficult due to our quick fulfillment times and pre-planning stages. Alternatively, if your package has already been shipped out, you may reach out to USPS or UPS for an address change, or simply request for a return to sender. 

How long does shipping take?
Lumination offers free shipping for all orders over $15, excluding tax. All orders within the US are shipped through USPS or UPS, and arrive within 2-4 business days. For the exact delivery date of your order, please click on the link you were sent when your order was shipped. Alternatively, you can track your order by clicking here. Here, you will find an exact delivery date. For more information on our shipping policy, please click here.

How do I get free shipping?
All orders in the United States over $15, excluding taxes, are eligible for free shipping. Depending on your order size, this may be through USPS or UPS. Unfortunately, international customers are not eligible for free shipping.

Tell me about international shipping.
We ship to over 100 countries through the postal service, UPS, and DHL. We also offer expedited shipping options for international customers. 

Do you ship to APO, FPO, or PO Boxes?
Yes! We offer free shipping to APO, FPO, and PO boxes for all order over $15, via USPS. However, we cannot offer Next Day Delivery or UPS shipping to APO, FPO, or PO boxes, so please do not select this option during checkout. 

I ordered multiple items, will they all arrive at the same time?
Not necessarily. To ensure you receive your item(s) as quickly as possible, we may ship your order in separate packages. This is because many of our products vary in processing times, and we wouldn't want to keep you waiting! If you are sent multiple packages, you will be emailed separate tracking numbers for each one.

What if my package was returned to the sender for some reason?
This can happen for many reasons, including an incorrect address, no accessible delivery location, a damaged shipping label, by recipient request, or even on accident. We'd be happy to sort it out with you - please email us at socials@lumination.us.

On what days are packages delivered?
Most of our shipping carriers will deliver from Monday - Saturday, and occasionally on Sunday. Packages are usually delivered between 7:00AM and 10:00PM.

General Order Process

Can I use more than one promotional code or offer?
You may only use one promotional code, discount code, or exclusive offer per order. Offers cannot be combined with one another. Discounts may not be combined, and exclusions apply.

How do I change or cancel my order?
Unfortunately, we cannot guarantee order changes or cancellations. However, if it has been 30 minutes or less since your order was placed, we may be able to make an exception. Please email us at socials@lumination.us as soon as possible. Usually, if your order has not begun the preparation phase, we will be able to accommodate to your request. As for an explanation to the difficult order changes and cancellations, our team begins working on orders shortly after they are placed. From our Holographic Coating Spray to our Jewelry Stone Polishing, there's a lot that goes into your order before you receive it. We sincerely do apologize for any inconveniences this may cause. 

My order arrived damaged, what do I do?
We're so sorry to hear that your order arrived damaged. Don't worry, we'll take care of the issue right away. Please send an email to socials@lumination.us with your order number and a picture of the damaged item. 

Why do I have to pay taxes?
We are legally required to collect state sales tax in 45 states, and local sales tax in 38 states. Sales tax is collected by your state and/or county, and is controlled by the government. Lumination, unfortunately, cannot offer discounts or change the value of sales tax. 

A product I want has so many options, why?
We create our products for everyone. Most of our jewelry is available in many different colors and styles, which you can pick from. We also offer different sizing for certain products, to ensure they fit you!

I want to order in bulk, how do I do this?
At Lumination, we love bulk orders! In fact, we love them so much to the point where we provide discounts on any orders containing 10 or more of the same item(s). To receive a quantity discount, please send us an email at socials@lumination.us. If you wish to carry our products to wholesale, please send us an email as well. 

Returns & Exchanges

How can I return or exchange my order?
Please use our Returns & Exchange Center to submit a return or exchange request. Once your request is approved, you will be sent further instructions. For more detailed information, please take a look at our Refund Policy

What is the criteria for an order to be eligible for a return or exchange?
Orders that are within 30 days from the date of purchase are eligible for a return. Additionally, item(s) must be unused and in resealable condition. To verify this, the item(s) must be in original Lumination packaging with the Lumination Tag intact, in the way it arrived. All item(s) will be thoroughly inspected by our team upon arrival to our returns center. 

What if my item(s) fail inspection?
If your item(s) fail inspection, they may be returned to you or you may be issued a 50% refund. This varies on a case-by-case basis, and is up to the discretion of our returns team. To avoid any issues, please ensure that you follow the above criteria. 

What items are non-refundable?
Our Holographic Face Mask, Lumination Gift Cards, or free/heavily discounted items are not be eligible for a return or exchange. Masks cannot be returned due to safety protocol. 

How do I send my item(s) back?
To send your item(s) back to us, you can either use our prepaid label ($7 flat fee) or use your own shipping method. Prepaid labels are only available for customers in the US. You will be displayed these options while submitting a request from our Returns & Exchange Center.

How do I return or exchange my order as an international customer?
Although international customers are not eligible for a prepaid shipping label, you are more than welcome to use your own shipping method to return your item to us. Please note that an exchange will also incur an additional shipping cost.

When will I receive my refund?
Generally, it takes between 3-8 business days for our returns team to inspect your return, and issue a refund. From there, please allow up to 7 business days for your bank to process your refund and display it on your statement. 

Someone sent me a gift. How do I return or exchange it?
If you received a gift, please ask the sender for an order number or email address associated with the order. From there, you will be able to a submit a request on our Returns & Exchange Center.

The Lumination Company

Are Lumination's products legitimate?
Lumination is the home of the Holographic Collection. Our products are originally designed, manufactured, and shipped with the utmost care and quality. Our products are Made With Love and handcrafted with top-notch materials. We offer free shipping to our US customers because we know you'll love our products. We are sold in over 100 countries and have over 1000's of positive reviews.

Lumination's ethics. Explain.
Our products are all sourced ethically and environmentally friendly. The Lumination Holographic Collection is crafted with polyurethane leather, to avoid the use of animal skin. This means that our products are made 100% free of animal cruelty. Additionally, we print all of our order paperwork on recycled paper, and limit the use of plastics during our packaging and shipping process. We boast high-quality without harming our environment and mother nature.

Do you have customer reviews? Where can I find them?
Of course! We have 1000's of reviews, which can be found by clicking here. Additionally, we have customer reviews on every product page. If you would like to leave a review to help fellow Lumination shoppers, please click the "write a review" button in the above link. You will also be emailed a review request email shortly after your order is delivered. 

I've seen similar bags on Amazon and other websites. Why are yours better?
Lumination products are the first of their kind, and are produced using only the highest quality and most durable fabrics. Although a few of our bags are available elsewhere in the market, we can assure you that our quality along with the look and feel of the bag will surpass competitors with flying colors. Additionally, our originally designed and manufactured products are patent-pending, soon to be only sold by Lumination. 

Does Lumination have an influencer or affiliate program?
We're always looking for opportunities to work with influencers, ambassadors, and affiliates. We've worked with many in the past, which is why we are in the works of building a brand new program, which will be available on our website in the foreseeable future! However, for now, please send us an email at socials@lumination.us to get in touch, and we'd be more than happy to set something up!

What's the story behind Lumination. What's your mission?
Lumination was founded on the desire to allow people the freedom of expression. We seek to inspire boldness and creativity through our unique holographic bags. Lumination is the idea that anyone should be able to express confidence and creativity through something as simple as their wardrobe. We strive to provide our customers with the ability to live life ambitiously; Lumination has given us the opportunity to constantly innovate the fashion industry. You can learn more on our About Us page.

I have a question that wasn't answered, how can I reach out?
We're always here to help! Please send us an email socials@lumination.us and we will be happy to assist you in any way we can. Our customer experience team will always answer your email within 24-48 business hours.  

Payments

What are all the payment methods accepted?
We accept all major credit and debit cards including American Express, Mastercard, Visa, Discover, and JCB. Additionally, we accept Apple Pay, Google Pay, and Shop Pay. We also accept Lumination Gift Cards, Afterpay, Sezzle, and Shop Pay Installments. 

How do I pay in installments?
Our buy now, pay later partners are Afterpay, Sezzle, and Shop Pay Installments. With these services, you can pay for your order in 4 monthly installments, without paying interest or any additional fees. To use these services, simply shop as normal, and select your preferred service during checkout. It's that easy!

How do I send a gift card?
You can purchase a Lumination Gift Card by clicking here. Lumination Gift Cards are available in $25, $50, $75, and $100 cards. We never charge fees on gift cards, and they never expire! You can also send a gift card directly to another person, it makes a great gift!

Our Technology 

How are your products holographic?
Our products are engineered with our Light Refraction Technology, which allows for a holographic sensation when light bounces off the product. Please click here to learn more about our technology. 

What about your jewelry products?
Our jewelry is also engineered with our Light Refraction Technology, however, uses another medium to produce effects with light. Our jewelry is built with iridescent stones, and when light hits the stone, it produces a shimmering sensation. This works similarly to our other products. 

What's this flash thing I keep hearing about?
Great question! Try this - take a picture of your Lumination product with your smartphone's flashlight enabled. Let the glow of the picture speak for itself!

What if it's completely dark?
Well, if you're in a pitch black room, everything will look dull and be hard to see. However, if there is even the slightest bit of light near your Lumination product, you will immediately see our technology go to work!

The Love Guarantee

What is the Love Guarantee?
Lumination takes pride in ensuring our customers are fully satisfied with their product(s), which is why offer a Lifetime Guarantee with every order!

So, what does the Love Guarantee cover?
If you are dissatisfied with your product, Lumination will either replace or refund, at no charge, your product or parts of a product that proves defective because of improper material or workmanship, under normal use and maintenance. Lumination will review all claims on a case by case basis, and we will respond with a viable solution in terms of our warranty and guarantee. Please note that if you reside in an international country (outside the US), you may be required to cover shipping fees.

How do I submit a claim?
To submit a claim and take advantage of our Lumination Guarantee, please send us a email at socials@lumination.us. Please make sure to include your order number, and the products you are looking to apply the guarantee to. Lumination Love Guarantee claims are typically resolved within 24 hours.

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