Support
Talk to a person who owns one.
Our support inbox is monitored 24/7 and answered by the same small team that specified the hardware. Most tickets are resolved within one business day.
Faster than a form
Where is my order? Use the order tracking page — it answers instantly, day or night.
Starting a return? Read the Refund & Return Policy first, then message us with your order number and we will send a prepaid label.
Compatibility question? Most are already covered in the FAQ.
Reach us directly
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info@lumestore.site
Monitored 24/7 · typical first reply under 24 hours - Billing enquiries: payments are handled by Verifone (2Checkout) and appear as 2CO.COM*LUME. Email us before disputing a charge — it is far quicker.
Before you write in
The quick answers.
Everything we get asked before people order — including the awkward ones about billing and returns.
How long does delivery take?
Orders are picked and dispatched within 1–2 business days. US delivery then takes 7–15 business days from dispatch. You will get a tracking number by email as soon as the label is scanned, and you can follow it any time on our order tracking page.
Why does my bank statement not say LUME?
Because our payments are processed by Verifone (2Checkout), who act as the merchant of record for the sale. Your statement will show a descriptor such as 2CO.COM*LUME rather than LUME on its own. This is normal and it is not a duplicate or fraudulent charge.
If you see a charge you do not recognise, please email us before opening a dispute with your bank. We can identify the order and resolve it, usually the same business day — a chargeback takes weeks and locks the funds while it runs.
What is your return policy?
30 days from delivery, for any reason. The unit needs to come back with everything it arrived with — cable, adapter, pouch and packaging — and in resaleable condition. We pay return shipping on US orders. Refunds go back to the original payment method within 5–10 business days of the return arriving. Full terms are in our Refund & Return Policy.
What if it arrives damaged or faulty?
Email us within 7 days of delivery with a photo or short video of the problem and we will ship a replacement immediately — no return required before the replacement goes out. Faults that appear later are covered by the 24-month limited warranty.
How do I track my order?
Use our order tracking page. Enter the order number from your confirmation email — it looks like #1001 — along with the email address you used at checkout. If tracking has not updated in more than 3 business days, contact us and we will chase the carrier on your behalf.
How do I reach a human?
Through the form on our contact page, or by replying to any email we have sent you. The inbox is monitored 24/7 and almost every ticket is answered within one business day.
Nothing here yet — try another topic, or ask us directly.