FAQ
Shipping & Delivery
Q: How long does delivery take?
A: Orders are processed within 1–3 working days. Free Shipping then takes 8–18 days from the day you order, depending on the item — the exact estimate is shown on each product page before you buy.
Q: What is Priority Processing?
A: For £3.99 we process your order within 24 hours, 7 days a week — including weekends — instead of the standard 1–3 working days. Estimated delivery is 7–16 days. It does not change the shipping method, so the saving comes from handling rather than transit, and it helps most if you order on a Friday or over a weekend.
Q: Will my order arrive in one parcel?
A: Not always. Items in the same order may be dispatched from different warehouses and can arrive in separate parcels, on different days. Each parcel has its own tracking number.
Q: Where do you ship from?
A: From our international warehouse. That is how we keep the prices where they are.
Q: Will I have to pay customs fees?
A: No. All applicable duties and taxes are handled before delivery.
Q: How can I track my order?
A: Once your order is dispatched, you will receive a tracking number by email. Allow 3–5 working days for the first updates to appear.
Returns & Refunds
Q: Can I get a refund if I change my mind?
A: Yes. UK consumer law gives you 14 days, and we extend that to 30 days from delivery. Email us with your order number and we refund you in full.
Q: Do I have to send the item back?
A: No. We do not ask for the item back, used or unused, and you never pay return postage. Keep it.
Q: What if my item is faulty or damaged?
A: Please contact us within 30 days with photos and your order number. We will send a replacement or refund you. The photos are enough — no need to post anything back.
Payments
Q: What payment methods do you accept?
A: We accept major credit/debit cards, PayPal, and other secure payment options available at checkout.
Q: Is my payment secure?
A: Yes. All transactions are encrypted and processed securely via trusted providers.
Products
Q: Are your beauty products authentic?
A: Yes. We work with trusted suppliers to ensure product quality and safety.
Q: Are your products cruelty-free?
A: Yes. All our products are cruelty-free and are not tested on animals. We are committed to ethical sourcing and responsible beauty practices.
Support
Q: How can I contact customer support?
A: You can reach us at contact@storelumix.com
We respond within 24–48 working hours.