Shipping Policy
SHIPPING POLICY
WHEN WILL MY ORDER BE DISPATCHED?
We aim to dispatch all orders within 5 business days.
In most cases, 99% of orders are dispatched within 3 business days.
Some collections are handmade and require additional preparation time. These items are typically delivered to the shipping carrier within 2–5 business days.
WHEN WILL I RECEIVE MY ORDER?
LUMA ATELIER offers express shipping to Europe and North America.
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Orders to Europe & North America are shipped via DHL Express with full tracking
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Estimated delivery time: 4–5 business days after dispatch
Delivery timeframes may vary slightly depending on the destination country.
To view an exact shipping quote, please proceed to checkout with your selected items.
ORDER CONFIRMATION & TRACKING
After placing your order, you will receive:
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Order Confirmation Email – confirming your purchase
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Shipping Notification Email – once your order has been dispatched
The shipping email includes a “Track Your Order” link.
Please note that tracking updates may take up to 24 hours after the parcel is scanned by the carrier.
IMPORTANT DELIVERY NOTES
The delivery timeframes provided at checkout and above are estimates only and are not guaranteed.
Delays may occur due to courier operations, weather conditions, or customs processing. LUMA ATELIER is not responsible for delays caused by shipping carriers.
If you miss a delivery attempt, the courier will leave a notification with instructions on how to arrange redelivery or collection.
WHICH CARRIER DO YOU USE?
All express orders are shipped using DHL Express for fast, reliable, and tracked delivery.
SHIPPING COSTS
Shipping costs vary depending on:
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Destination country
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Product size and weight
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Order value
You can view the exact shipping cost at checkout before payment.
OUT-OF-STOCK ITEMS
Our website allows multiple customers to shop simultaneously. In rare cases, a product may become unavailable after purchase.
If this occurs:
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You will be notified by email
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You will be informed of the expected restock date
If an item you have paid for is unavailable:
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Minimum waiting period: 4 days
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Maximum waiting period: 10 days
If the product cannot be supplied within this timeframe, a full refund will be issued.
CUSTOMS & DUTIES
Where We Ship From
All LUMA ATELIER products are produced and shipped from Turkey.
Customs Fees
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USA, Canada, Europe & UK:
Customs fees are covered by us — you will not pay additional customs charges. -
All other countries:
Customs and import duties may be charged upon arrival and are the responsibility of the recipient.
Customs policies vary by country. We recommend contacting your local customs office for details before ordering.
If a parcel is returned due to unpaid customs charges or ignored carrier/customs notifications:
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Return shipping, customs fees, and handling costs will be deducted from any refund, exchange, or store credit.
MISSED PARCELS
If delivery attempts are unsuccessful and the parcel is returned to the carrier’s local depot:
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The customer must arrange collection within the carrier’s timeframe
If the parcel is returned to us due to non-collection:
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A refund will be issued minus shipping costs and a handling fee
We strongly recommend using a delivery address where someone is available to receive the parcel, as all DHL Express shipments require a signature.
UNDELIVERED ITEMS
Once a parcel leaves our warehouse, delivery is handled by the shipping carrier.
If your order is delayed beyond the estimated delivery timeframe:
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Please wait 10 days after the ETA
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Then contact us for assistance
We will always do our best to help locate and resolve delivery issues.
CONTACT US
For shipping-related questions or assistance, please contact:
📧support@lumaatelier.com