Shipping policy

At LumaFloww, we aim to make every order simple, clear, and reliable. This Shipping Policy explains how we process, ship, and deliver orders across the UAE, Saudi Arabia, and any future supported locations.

1. Order Processing Time

Orders are usually processed within 1 to 2 business days after they are placed.

Orders placed during weekends, public holidays, sales periods, or high-demand periods may take longer to process.

Cash on Delivery orders may require confirmation by WhatsApp, SMS, or phone before dispatch.

If we are unable to confirm a Cash on Delivery order, the order may be delayed or cancelled.

2. UAE Delivery

We currently offer delivery across the United Arab Emirates.

Estimated delivery times:

  • Dubai: 1 to 2 business days
  • Abu Dhabi, Sharjah, Ajman: 1 to 3 business days
  • Other Emirates: 2 to 4 business days

Delivery times are estimates and may vary depending on courier availability, public holidays, weather, high order volume, or incorrect customer details.

3. Saudi Arabia Delivery

We may offer delivery to Saudi Arabia for selected products.

Estimated delivery time:

  • Saudi Arabia: 3 to 7 business days

Delivery times may vary depending on customs clearance, courier availability, public holidays, customer location, and order processing time.

Cash on Delivery is not available for Saudi Arabia orders at this stage.

Saudi Arabia orders must be paid using available online payment methods at checkout, such as card payment, Tabby, Tamara, or other supported payment options where available.

4. Shipping Fees

Shipping fees are calculated and shown at checkout before payment is completed.

Shipping fees may vary depending on:

  • Delivery country
  • Delivery city
  • Order value
  • Product weight
  • Shipping method
  • Promotional offers
  • Courier charges

We may offer free shipping for orders above a certain amount.

Free shipping thresholds may change from time to time and will be shown on the website or checkout page.

5. Cash on Delivery Orders

Cash on Delivery is available for selected UAE orders only.

For Cash on Delivery orders:

  • The customer must provide a correct phone number and delivery address
  • The customer may need to confirm the order before dispatch
  • Payment must be made to the courier at the time of delivery
  • The customer must be available to receive the order

If a Cash on Delivery order is refused without a valid reason, or if repeated failed delivery attempts occur, LumaFloww may limit or refuse future Cash on Delivery orders from the same customer.

LumaFloww may require prepaid payment for future orders if a customer has a history of refused, cancelled, or failed COD deliveries.

6. Order Confirmation

After placing an order, you may receive an order confirmation by email, SMS, or WhatsApp.

Please check that your order details, phone number, and delivery address are correct.

If there is an error in your delivery details, please contact us as soon as possible.

Once an order has been dispatched, we may not be able to change the delivery address.

7. Delivery Attempts

Our courier partner will attempt to deliver your order to the address provided.

If the courier cannot reach you, delivery may be delayed.

Failed delivery may happen if:

  • The phone number is incorrect
  • The address is incomplete or incorrect
  • The customer is unavailable
  • The customer refuses the order
  • The courier cannot access the location
  • Payment is not ready for a COD order

If an order cannot be delivered after repeated attempts, it may be returned to us.

Additional delivery or return fees may apply for failed deliveries caused by incorrect details, customer unavailability, or refusal to accept the order.

8. Incorrect Address or Contact Details

Customers are responsible for providing accurate delivery information.

LumaFloww is not responsible for delays, failed deliveries, or extra charges caused by:

  • Wrong address
  • Missing apartment, villa, building, or floor number
  • Wrong phone number
  • Unreachable customer
  • Incorrect city or country selection
  • Incomplete delivery instructions

If you notice an error in your order details, please contact us immediately.

9. Delayed Orders

We do our best to deliver within the estimated timeframe, but delays may happen.

Possible reasons for delays include:

  • Public holidays
  • Courier delays
  • Weather conditions
  • High order volume
  • Customs clearance
  • Payment confirmation issues
  • Incorrect customer details
  • Unreachable customer
  • Operational delays outside our control

If your order is delayed, please contact us and we will help check the status with the courier.

10. Tracking Information

Once your order has been dispatched, tracking information may be sent by email, SMS, or WhatsApp where available.

Tracking updates may take some time to appear after dispatch.

If you do not receive tracking information, please contact LumaFloww Support with your order number.

11. Customs, Duties, and Taxes

For orders outside the UAE, including Saudi Arabia and future international locations, customs duties, import taxes, VAT, clearance fees, or local charges may apply.

Unless clearly stated at checkout, the customer may be responsible for any customs duties, import taxes, or local charges required by the destination country.

LumaFloww is not responsible for delays caused by customs, border inspections, or local authorities.

12. Lost or Missing Orders

If your order is marked as delivered but you have not received it, please contact us as soon as possible.

We may ask you to confirm:

  • Order number
  • Delivery address
  • Phone number
  • Building, villa, or apartment details
  • Whether someone else received the order on your behalf

We will check with the courier and do our best to help resolve the issue.

LumaFloww is not responsible for orders delivered to the correct address if they were received by another person at that location, such as a family member, receptionist, security guard, or building staff.

13. Damaged Orders During Delivery

If your order arrives damaged, please contact us within 48 hours of delivery.

Please send:

  • Your order number
  • Clear photos or videos of the damaged item
  • Photos of the packaging
  • A short description of the issue

If the damage is confirmed, we may offer a replacement, exchange, store credit, or refund according to our Return & Refund Policy.

14. Pre-Orders and Backorders

If a product is sold as a pre-order or backorder, the estimated shipping date will be shown on the product page or communicated to the customer.

Pre-order delivery dates are estimates and may change due to production, supplier, shipping, customs, or courier delays.

If a major delay happens, we will update customers where possible.

15. Split Shipments

Some orders may be shipped in more than one package.

This may happen if:

  • Items are shipped from different locations
  • One item is available before another
  • The order includes multiple products or bundles
  • The courier requires separate shipments

If your order is split, you may receive separate tracking details.

16. Store Pickup

At this stage, LumaFloww does not offer store pickup unless clearly stated on the website or confirmed by our support team.

17. Changes to Shipping Policy

LumaFloww may update this Shipping Policy from time to time.

The latest version will always be available on our website.

By placing an order, you agree to the Shipping Policy shown at the time of purchase.

18. Contact Us

For shipping questions, order tracking, delivery issues, or support, please contact:

Location: Dubai, United Arab Emirates
Email: info@lumafloww.com
Website: www.shoplumafloww.com

Please include your order number when contacting us so we can help you faster.