FAQ

 

TRACKING THE PACK

On your request via email to nicolas@lumenetumbra.biz you will be provided a tracking link. The confirmation email will be sent once the order has left our warehouse. We remind you that the tracking link to become active could take up to 24 hours of receiving the email.

 

THE STATUS OF MY ORDER IS STILL "PROCESSING", WHEN WILL BE SHIPPED?

If the status of your order is "being processed", it means that we are ready for shipment. During very busy periods, it is possible that your order remains in this state for a slightly longer than normal period. But do not worry: we are doing our best to ensure that your order arrives on time.

You can find the date of expected delivery confirmation email, which also includes the time we need to prepare the order.

Once your purchases have been shipped, you will receive another email with a link to trace the shipment.

Should you not receive your order by the date advised on this confirmation email, please contact us at nicolas@lumenetumbra.biz and we will do our best to help.

MY ORDER HAS ALREADY BEEN SENT?

If the status of your order is "being processed" it means that we are still preparing your purchases for shipping.

You can find the date scheduled for delivery in the email order confirmation. We ask you to wait until this date for the arrival of the package.

All orders are sent through a trackable postal service.

Upon your request via email to nicolas@lumenetumbra.biz you will be provided a tracking link. The confirmation email will be sent once the order has left our warehouse. We remind you that the tracking link  could take up to 24 hours after receiving the email to become active.

MY ORDER HAS NOT COME YET

The date of delivery has passed but your order has not arrived yet?

Before contacting us be sure to:

  • Track the progress of your package using the link that was sent to you by email;
  • Checked if the courier has left a notice. Your order may be located at the courier depot ready to be withdrawn or the courier may be waiting to be contacted to rearrange delivery;
  • Asked to your neighbors if they have picked up the package at your name.

If you have not found your package, please contact us at nicolas@lumenetumbra.biz. We endeavor to help you.

YOU CAN TRACK MY ORDER?

Upon your request via email to nicolas@lumenetumbra.biz you will be provided a tracking link. The confirmation email will be sent once the order has left our warehouse. We remind you that the tracking link could take up to 24 hours to become active after receiving the email.

Can I redirect ORDER TO A DIFFERENT ADDRESS?

For your safety, once we placed the order, we cannot change the delivery address where the package was sent.

Do not worry, however, if you are not present at the time of delivery, our courier will leave a notice to let you rearrange a new delivery or allow you to personally pick up the package in your nearest branch.

DELIVERIES CAN BE MADE AT BUSINESS ADDRESSES?

We can make delivery either to your residence address or your business address. If you want the package sent to your work address, make sure first that there is someone who agrees to accept the package on your behalf, because the courier will deliver at the selected address, and not to you in person.

CAN DELIVERIES BE MADE ON HOLIDAYS?

Unfortunately we cannot deliver on public holidays or weekends.

In these cases it is likely that the package arrives on the first successive working day.

Do not worry, however, this has already been taken into account and will not change the date of expected delivery that you will find in the order confirmation email.

WILL I HAVE TO PAY CUSTOMS DUTIES OR TAXES FOR IMPORT?

Do not worry, you do not pay customs duties and taxes on imports for orders shipped in Italy.

If you ordered outside of the Italy, please consider that customs duties are applied when the package reaches the destination country. In the event that your order will pass through customs, you might be charged an additional cost relative to any taxes and fees. These must be paid by the recipient.

Unfortunately Lumen et Umbra has no control over these amounts and we are not able to tell you what could amount, since it may vary from country to country.

You should contact the customs office for more information about it before making an order, so you do not have unpleasant surprises in case  you have to pay customs duties which you were not expecting.

INFORMATION ON INTERNATIONAL SHIPMENTS

For the rest of the world the shipment prices vary from 30 to 40 euro, but:

  • Costs related to service delivery are automatically calculated at the time of payment, once the address and the delivery method were selected.
  • Any order exceedings the amount of 300 € will be shipped for free. The shown prices are inclusive of taxes.
  • Our courier makes deliveries during office hours and may require a signature, so you'll want to make sure that there is someone at the delivery address to accept the package.
  • If you were not present at the time of delivery, the courier will leave a notice with the details useful to track the parcel or with contact information to arrange a new delivery.
  • Please note that during public holidays no deliveries will be made. In that case, the delivery will be made the first successive working day.

We are committed to respecting the timetable for deliveries, but during the most busiest periods timings may vary slightly. Moreover, sporadic technical updates to our operating system, or acts of God (as, for example, the highly unfavorable weather conditions) could make certain delivery services temporarily unavailable or affect the time limit within which to place an order as well as schedules for delivery. Nevertheless, we want to reassure you that we will always continue to strive to limit these changes as much as possible. Lumen et Umbra is not responsible for the loss or theft of packages following specific instructions provided to couriers who charge orders.

WHAT HAPPENS IF I AM NOT PRESENT AT THE TIME OF DELIVERY?

Do not worry: if you were not present at the time of delivery, the courier will leave a notice with the contacts to arrange a new delivery.