Shipping Policy
At Luminex Furniture, we aim to provide a seamless and reliable delivery service across the UK. Please read the following details regarding shipping rates, timeframes, and processes.
Shipping Rates
- Free UK Mainland Delivery – The price you see is the price you pay.
- For deliveries to Northern Ireland, Scottish Highlands, and other remote postcodes, additional charges may apply.
Please contact us before placing an order to confirm availability and shipping costs for your area.
Estimated Delivery Time
We work with multiple suppliers, and delivery times may vary depending on the product and location. Please allow 7 to 14 business days for your order to arrive.
- Once your order is dispatched, you will receive a tracking link via email.
- Some items may arrive in multiple shipments if sourced from different suppliers.
Delivery Process
- Deliveries are made Monday to Friday (excluding public holidays).
- Larger furniture items may require pre-scheduled delivery, and we will contact you to arrange a convenient date.
- If you are unavailable at the time of delivery, a re-delivery fee may apply.
- Items may be delivered via standard courier or pallet delivery depending on size and supplier
Shipping Restrictions
We currently deliver only within the UK mainland.
For customers located in Northern Ireland, Scottish Highlands, or other remote areas, please contact us prior to ordering.
We will confirm whether delivery is available and any applicable surcharges.
Delays & Contact Information
While we strive to meet estimated delivery times, external factors such as courier delays or supplier availability may occasionally impact timelines. If your order is delayed beyond 14 business days, please contact us at support@luminexfurniture.com for assistance.
Returns & Cancellations
Return Window
We offer a 30-day return policy, which includes your statutory 14-day cancellation rights under the Consumer Contracts Regulations 2013.
To qualify for a return:
- The item must be unused, unopened, and in its original packaging
- All tags and labels must be intact
- A valid proof of purchase (e.g. order confirmation) must be provided
Eligibility for Returns
To qualify for a return, your item must meet the following conditions:
- Unopened, unused, and in its original packaging
- With all tags and labels intact
- Accompanied by a valid proof of purchase (receipt or order confirmation)
Please note:
If an item is returned in a condition beyond what is necessary to inspect it (e.g., assembled, marked, or missing packaging), we reserve the right to deduct an appropriate amount from your refund in line with the Consumer Contracts Regulations 2013.
To initiate a return, please contact us at returns@luminexfurniture.com.
Return Process & Collections
Once your return request is approved, we will arrange a collection date with the supplier. As each supplier may have different return procedures, we will confirm the details with you individually.
Please wait for confirmation before preparing the item for collection. Do not send the item back without prior approval, as unauthorized returns may not be processed.
Return Address (For Policy Compliance Only):
Luminex Trading Ltd, 85 Great Portland Street, First Floor, London, W1W 7LT, UK
Please contact us before returning any items, as returns are processed directly with our supplier network to ensure correct handling. Unauthorised returns to this address may not be accepted.
Return Shipping Costs:
- If you're returning due to a change of mind, you are responsible for the return costs, unless we state otherwise.
- If the return is due to a fault, damage, or incorrect item, Luminex Furniture will cover the return costs in line with the Consumer Rights Act 2015.
- If we arrange a collection for you, the return shipping fee will be deducted from your refund, and we will provide an estimated cost prior to collection.
- Return shipping fees may vary depending on the supplier and item size. We will provide an estimate when approving your return.
You can always contact us for any return question at support@luminexfurniture.com.
Exchanges
At this time, we do not offer direct exchanges. If you would like a different item, please place a new order and request a return for the original item.
Damaged, Faulty, or Incorrect Items
We will offer a repair, replacement, or full refund in line with your rights under the Consumer Rights Act 2015.
Please inspect your order upon delivery. If an item is damaged, defective, or incorrect, contact us within 48 hours at support@luminexfurniture.com with photos of the issue. We will assess the problem and arrange a replacement, repair, or refund as necessary.
Order Cancellations
- If your order has not yet been dispatched, you may request a cancellation by contacting us at support@luminexfurniture.com.
- If your order has already been dispatched, you will need to follow the return process once it arrives.
Exceptions / non-returnable items
Used or unsealed mattresses are non-returnable due to hygiene reasons.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, a refund will be processed to your original payment method within 10 business days.
Refunds for Klarna & PayPal Orders
- If you paid via Klarna, your refund will be processed through Klarna, and they will update your payment plan accordingly.
- If you paid via PayPal, the refund will be sent back to your PayPal account.
Late or Missing Refunds
If you have not received a refund yet:
- Check your bank account or PayPal account to see if the refund is pending.
- Contact your credit card provider or bank, as it may take additional time before your refund is officially posted.
- If 15 business days have passed since we approved your refund, contact us at returns@luminexfurniture.com.
Thank you for shopping with Luminex Furniture!
