Frequently asked questions
FAQs
Shipping
How do I place an order?
How do I place an order?
Simply select your product, add it to your cart, and proceed to checkout. You can complete your purchase as a guest — no account is required. Once payment is confirmed, your order is automatically processed.
How long does it take for my order to arrive?
How long does it take for my order to arrive?
Orders are processed within 24 hours.
Delivery usually takes 4–9 business days, depending on your location. Express shipping is available at checkout for faster delivery.
Is shipping free?
Is shipping free?
Yes, we offer free worldwide standard shipping on all orders. If you need your order faster, you can choose an express shipping option for an additional fee.
How can I track my order?
How can I track my order?
Once your order is shipped, you’ll receive a shipping confirmation email with a tracking number. You can also track your order anytime via the “Track My Order” page available in the main menu.
My order is delayed — why?
My order is delayed — why?
Delays can occasionally happen due to high demand, customs clearance, weather conditions, or carrier-related issues. If your order seems delayed beyond the estimated timeframe, feel free to contact us and we’ll check it for you.
I think my order was lost or stolen in transit. What should I do?
I think my order was lost or stolen in transit. What should I do?
If your tracking hasn’t updated for several days or your package appears lost, contact our support team immediately. We’ll investigate with the carrier and provide a solution as quickly as possible.
Do I have to pay customs and/or import fees?
Do I have to pay customs and/or import fees?
Customs fees or import taxes may apply depending on your country’s regulations. These fees are not controlled by us and are the responsibility of the customer.
My order is marked as delivered but I haven’t received it. What should I do?
My order is marked as delivered but I haven’t received it. What should I do?
First, check around your delivery location and with neighbors or building management. If you still can’t find your package, contact our support team and we’ll help you resolve the issue.
Payments & Security
What payment methods do you accept?
What payment methods do you accept?
We accept a wide range of secure payment methods, including Visa, Mastercard, American Express, Cartes Bancaires, Apple Pay, PayPal, Shop Pay, and selected local payment methods depending on your country. Available options will appear automatically at checkout.
Are my payments secure?
Are my payments secure?
Yes, absolutely. All payments are processed through encrypted and PCI-compliant payment systems. Your payment details are never stored on our servers and are handled securely by trusted payment providers.
Do you offer installment or “buy now, pay later” options?
Do you offer installment or “buy now, pay later” options?
Yes, installment payment options such as Klarna may be available depending on your location and eligibility. If available, you’ll see the option directly at checkout.
Will I be charged more than once for my order?
Will I be charged more than once for my order?
No. You will only be charged once your order is successfully placed. If you notice anything unusual, contact our support team immediately and we’ll resolve it.
Why was my payment declined?
Why was my payment declined?
Payments can be declined for several reasons, such as insufficient funds, incorrect card details, or bank security checks. We recommend trying again or using a different payment method. If the issue persists, please contact your bank.
Is my personal information protected?
Is my personal information protected?
Yes. We fully comply with GDPR (RGPD) regulations. Your personal data is used only to process your order and provide customer support, and it is never sold or shared with third parties.
Do you store my credit card information?
Do you store my credit card information?
No. We do not store any credit card or payment details. All transactions are handled securely by certified third-party payment processors.
Can I pay in my local currency?
Can I pay in my local currency?
Yes, prices are automatically displayed in your local currency whenever possible, depending on your location and payment provider.
Orders
Do I need an account to place an order?
Do I need an account to place an order?
No, you don’t need an account to order. You can check out as a guest in just a few clicks. Creating an account is optional and only helps you track orders more easily in the future.
Can I place an order from anywhere in the world?
Can I place an order from anywhere in the world?
Yes, we ship worldwide, and anyone can place an order regardless of location.
What happens after I place an order?
What happens after I place an order?
Once your order is confirmed, you’ll receive:
- An order confirmation email and SMS
- A shipping confirmation email with your tracking number once your order is dispatched
- Shipping update emails if there are any delays
- A delivery confirmation email once your order arrives
I didn’t receive an order confirmation. What should I do?
I didn’t receive an order confirmation. What should I do?
First, check your spam or promotions folder. If you still can’t find it, contact our support team and we’ll confirm your order manually.
Can I modify or cancel my order after placing it?
Can I modify or cancel my order after placing it?
Yes, as long as your order hasn’t been shipped yet. Once it’s in transit, changes or cancellations may no longer be possible.
How do I modify or cancel my order?
How do I modify or cancel my order?
Contact us as soon as possible at hello@shoplumivelle.com with your order number and requested changes. Our support team usually replies within 12 hours, often faster.
Will my items arrive in one package?
Will my items arrive in one package?
In most cases, yes. However, depending on stock availability or your location, items may occasionally be shipped separately. If that happens, you’ll receive multiple tracking numbers.
What if I ordered the wrong item or entered incorrect information?
What if I ordered the wrong item or entered incorrect information?
Mistakes happen! Contact our support team immediately. If your order hasn’t shipped yet, we’ll do our best to fix it before dispatch.
Exchanges & Returns
What is the exchange and return policy?
What is the exchange and return policy?
We offer a 30-day return guarantee starting from the day your order is delivered. If you’re not fully satisfied, you can request a return or exchange within this period. Once approved, we’ll provide you with a prepaid return shipping label, so returning your item is completely free.
Why is there no return form in my order?
Why is there no return form in my order?
We don’t include return forms in packages to reduce waste and keep the process simple. All returns are handled digitally through our support team to ensure faster and more personalized assistance.
Can I modify or cancel my order?
Can I modify or cancel my order?
Yes, as long as your order hasn’t been shipped yet. Once it’s already in transit, modifications or cancellations may no longer be possible.
How can I modify or cancel my order?
How can I modify or cancel my order?
Simply contact our support team at hello@shoplumivelle.com as soon as possible with your order number. Our team is very reactive and will do their best to assist before shipment.
How do I request an exchange or return?
How do I request an exchange or return?
Just email hello@shoplumivelle.com with your order number and reason for return. Our support team will guide you through the process and send you a prepaid return label if your request is approved.
An item is missing from my order. What should I do?
An item is missing from my order. What should I do?
If something is missing, contact us immediately with your order number. We’ll investigate the issue and send the missing item or offer an appropriate solution as quickly as possible.
What should I do if I received the wrong item?
What should I do if I received the wrong item?
We’re sorry about that! Please reach out to our support team with a photo of the item received. We’ll arrange a replacement or return at no cost to you.
I received a damaged or defective item. What should I do?
I received a damaged or defective item. What should I do?
If your item arrives damaged or defective, contact us within 30 days of delivery and include clear photos or videos. We’ll either replace the item or issue a refund, depending on your preference.
Can I request a refund to a different payment method?
Can I request a refund to a different payment method?
Refunds are issued to the original payment method used at checkout for security reasons. We’re unable to refund to a different payment method.
What’s the status of my refund?
What’s the status of my refund?
Once we receive and inspect your returned item, your refund will be processed. Refunds typically appear on your account within a few business days, depending on your payment provider.
What happens if I miss the 30-day return/refund window?
What happens if I miss the 30-day return/refund window?
Unfortunately, we’re unable to guarantee returns or refunds after the 30-day period. If you’re unsure, we still encourage you to contact our support team — we’ll always try to help when possible.
Other
How can I contact customer support?
How can I contact customer support?
You can reach our support team anytime at hello@shoplumivelle.com. We usually reply within 12 hours, often much faster. Please note that response times may be slightly longer on Sundays.
Where is your company based?
Where is your company based?
Our company is based in France, and we operate internationally.
Are your product photos accurate?
Are your product photos accurate?
Yes, all product images reflect the item you’ll receive. However, packaging or minor visual details may vary, while the product’s mechanism, functionality, and quality remain exactly the same.
What if I need help after receiving my order?
What if I need help after receiving my order?
If you have any questions or issues after delivery, simply contact our support team. We’re here to help before, during, and after your purchase.
Is my personal data protected?
Is my personal data protected?
Yes. We fully comply with GDPR (RGPD) regulations. Your personal information is securely stored and used only to process your order and provide customer support.
Do you offer a satisfaction guarantee?
Do you offer a satisfaction guarantee?
Yes. All purchases are covered by our 30-day satisfaction guarantee, allowing you to return your item for a refund if you’re not satisfied.