Frequently Asked Questions (FAQ)
Orders & Processing
How long does order processing take?
Orders are typically processed within 4–7 business days after payment confirmation. Processing times may vary during high-demand periods or holidays.
Can I cancel or modify my order?
Orders may only be modified or canceled shortly after purchase and before fulfillment begins. Once processing starts, changes may no longer be possible.
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email with tracking information (when available).
Please allow several business days for tracking updates to appear in the carrier system.
Shipping & Delivery
Do you ship internationally?
Yes. Luméa works with international logistics partners to serve customers in multiple countries worldwide.
How long does delivery take?
Estimated delivery times vary depending on destination and logistics conditions.
Average delivery estimates:
- United States: 7–15 business days
- Canada: 7–18 business days
- Europe: 7–18 business days
- Australia & New Zealand: 8–20 business days
- Other regions: 10–25 business days
Delivery estimates are not guaranteed and may vary due to customs or carrier delays.
Will I need to pay customs fees or import taxes?
Depending on your country’s regulations, customs duties or import taxes may apply. These charges are the responsibility of the customer when required by local authorities.
Payments & Security
Which payment methods do you accept?
We accept major payment methods including:
- Visa
- Mastercard
- American Express
- Shop Pay
- Apple Pay
- Google Pay
- PayPal (when available)
Available payment options may vary depending on your location.
Is checkout secure?
Yes. Transactions are processed through secure encrypted payment gateways designed to protect customer information.
Returns & Refunds
What is your return policy?
Customers may request a return within 14 days of receiving their order, subject to eligibility conditions described in our Returns & Refund Policy.
What should I do if my item arrives damaged or incorrect?
Please contact our support team within 7 days of delivery and include your order number along with clear photos of the issue.
How long do refunds take?
Approved refunds are generally processed back to the original payment method. Processing times may vary depending on your bank or payment provider.
Products
Are your products medical devices?
No. Products sold by Luméa are intended for general lifestyle and convenience purposes only and are not intended to replace professional medical or optical advice.
Do results vary between individuals?
Yes. Product experiences may vary depending on personal preferences, usage conditions, and individual circumstances.
Do I need professional advice before using certain products?
If you have concerns regarding vision, prescription needs, or health-related conditions, we recommend consulting a qualified professional before use.
Customer Support
How can I contact Luméa?
You can contact our customer support team via:
How long does support take to respond?
We aim to respond to inquiries as quickly as possible during regular business operations.
Business Information
Luméa
Operated by EPRICE COMPANY LTDA
CNPJ: 46.257.488/0001-38
R Mistral (Jd Bom Clima) 332 Edif The Point 209A EMX
Despraiado, Cuiabá – MT
CEP 78048-222 — Brazil