Your Queries Answered
Do you ship worldwide?
Yes, we do, and we offer free worldwide shipping! We process and craft your orders in 3-5 days, and shipping times are typically 12-15 business days. Please refer to our Shipping Policy page for full detail.
What is your processing time?
Our processing time is the time it takes for us to hand craft your orders! We have a processing time of 3-5 business days to craft your orders and meticulously prepare them for our trusted shipping couriers.
My address is wrong. Can I change my address?
We make our shipping labels based on the information a customer provides. If you accidentally enter an incorrect or incomplete address, you are to inform us immediately regarding a correction to your error. If the order has not shipped out yet, we can fix this for you at no additional cost. If it has shipped, please contact the courier immediately to prevent complications, and inform us of the error. We are not responsible for any lost package that is incorrectly addressed due to customer error.
If your item is returned to our warehouse by the courier due to customer error, you will be invoiced a resend fee and be bound by the regular processing times.
I received my tracking number but it’s not updating, could you look into it?
Usually it takes around 2-3 days for the tracking number to finally be active! A tracking number is generated as soon as the product is handed to our trusted couriers, however they may not send out the package as soon as they receive it. The package needs to go through checks and processes before it is approved for shipping! If you have received your tracking number over 3 days and it is still not updating, please email us at support@luminworks.com and we will be more than happy to assist you :)
How does it work?
You simply plug the LuminWorks canvas with the USB that comes with it, and turn on the light switch, then your canvas will be lit up with magic!
Do you make these by hand?
Yes! We craft all of our luminous frames by ourselves. We value the authenticity of art, and from the start of our first brush strokes to putting our pieces into the packaging box, all this is done by us with extraordinary care :)
Do you do customizations?
We do offer customizations and would love to take commissions! Shoot us a direct message through Instagram and lets work together :)
How can I cancel my order?
Order cancellation requests should be made as soon as possible as some orders may ship the same day. We are unable to cancel orders which have been shipped and are en route to the customer. Cancellation of order is only available within 24 hours after the order was placed.
I made a mistake on my order. Can I change the size or add items to my current order?
Order change requests should be made as soon as possible as some orders may ship the same day. We are unable to change orders which have been shipped and are en route to the customer. Change of order is only available within 24 hours after the order was placed.
Do you restock items once sold out?
In most cases we do not, however there are situations where we have a limited restock. All release and restock information is sent via our mailing list and social media. We suggest signing up for the mailing list for product re-release updates. Signing up is the best way to stay current of all pending releases and other updates.
How do I contact someone at LuminWorks?
Please email us at support@luminworks.com and our support team will get back to you within 24 hours.
Emails are answered monday - friday between 9:00 AM. - 5:00 PM. Est. Emails received on weekends and holidays will be answered the next business day. If the inquiry is regarding an existing order, please make sure to include the order number and a message to expedite the response and resolution. Please note, sending multiple emails with different messages may slow down the response time. We encourage customers to send one message per order inquiry.