Politique d’expédition

Order Processing

Orders are typically processed and dispatched on the same day or the next business day. Orders placed on weekends or statutory holidays will be processed on the following business day.

Processing times may be extended during holidays, promotional events, product launches, or periods of unusually high order volume.

Same-day or next-business-day dispatch refers to the time required for Studio Lumea to prepare and hand the order to the carrier. It does not mean that the order will be delivered within one or two days.

 

Shipping Rates

Available shipping options and applicable charges will be displayed at checkout based on the delivery address, order value, package size, and selected service.

Studio Lumea may select the carrier used for standard or free-shipping services.

Customers requesting a specific carrier or upgraded shipping service may be responsible for the additional shipping cost, even when the order otherwise qualifies for free shipping.

Free-shipping promotions may exclude remote locations, oversized orders, or destinations that require additional carrier surcharges.

 

Estimated Delivery Times

Estimated delivery times are provided at checkout and begin after the order has been processed and transferred to the carrier.

Delivery estimates are calculated in business days and exclude weekends and statutory holidays. They are estimates only and are not guaranteed.

Delivery may be delayed due to circumstances outside Studio Lumea’s control, including:

  • Carrier disruptions or service interruptions
  • Severe weather or natural disasters
  • Holiday shipping volumes
  • Customs inspections or clearance delays
  • Postal strikes
  • Incorrect or incomplete delivery information
  • Remote delivery locations

Studio Lumea will assist customers with carrier-related inquiries where reasonably possible but cannot guarantee a specific delivery date or be held responsible for delays caused by the carrier, customs authorities, weather, or other events outside our control.

 

Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully review your address, including the unit or apartment number, postal or ZIP code, and contact information, before submitting your order.

Contact us at info@studiolumea.com as soon as possible if you notice an error. Address changes cannot be guaranteed once an order has been processed or shipped.

Studio Lumea is not responsible for packages that are delayed, returned, misdelivered, or lost because of an incorrect, incomplete, invalid, or undeliverable address provided by the customer.

Additional carrier charges may apply if a package must be redirected or sent again.

 

PO Boxes and Remote Locations

Shipping availability may be limited for PO boxes, rural communities, remote locations, and destinations outside standard carrier service areas.

Studio Lumea reserves the right to:

  • Use an alternative carrier
  • Apply a remote-area surcharge
  • Request an alternative delivery address
  • Cancel an order when delivery is not reasonably available

We will contact you before proceeding if additional shipping charges are required.

 

United States Orders

Orders shipped to the United States may be subject to customs processing, import duties, taxes, brokerage charges, or other government fees.

Unless otherwise stated at checkout, these charges are not included in the product price or shipping cost and are the responsibility of the recipient.

Studio Lumea does not control customs assessments and cannot predict whether additional charges will apply. Refusal to pay customs charges may result in the package being returned, abandoned, or disposed of by the carrier or customs authority.

 

Tracking Information

Once your order has been shipped, tracking information will be sent to the email address provided at checkout.

Tracking updates are supplied by the carrier and may take time to appear after the shipping label has been created.

Customers are responsible for monitoring the tracking information and making appropriate arrangements to receive or collect the package.

 

Delivered Packages

A package will be considered successfully delivered when the carrier’s tracking system confirms delivery to the shipping address provided at checkout.

Carrier tracking information, delivery scans, photographs, signatures, GPS records, or other available delivery confirmation may be used as proof of delivery.

After a package has been confirmed as delivered, Studio Lumea is not responsible for loss, theft, misplacement, or damage occurring after delivery.

If tracking shows that your package has been delivered but you cannot locate it, please:

  • Check all entrances and possible delivery locations
  • Check your mailbox, parcel locker, community mailbox, or building reception
  • Ask household members, neighbours, or building management
  • Review any delivery notice left by the carrier
  • Contact the carrier directly to request an investigation

Please contact Studio Lumea within three business days of the delivery confirmation if the package remains missing. We will assist with the carrier investigation where possible, but the carrier will determine the outcome of the claim.

Customers who believe a delivered package was stolen may also be asked to file a police report and provide the report number.

 

Lost or Damaged Packages in Transit

If tracking does not update for an extended period or indicates that a package may have been lost or damaged while in transit, please contact us at info@studiolumea.com.

Studio Lumea may open an investigation or claim with the carrier. Carrier investigations may require supporting documents, photographs, written statements, or confirmation from the recipient.

Any resolution will be subject to the carrier’s investigation, shipping-service terms, and available insurance coverage.

Please report packages received with visible shipping damage within the timeframe stated in our Refund Policy and retain:

  • The shipping box
  • The shipping label
  • All packaging materials
  • Photographs of the box and affected items

Do not discard the packaging until the claim has been reviewed.

 

Unclaimed or Refused Packages

Customers are responsible for collecting packages held at a post office, carrier facility, parcel locker, or other designated pickup location within the carrier’s stated timeframe.

Packages that are refused, unclaimed, or returned because delivery could not be completed may be subject to additional carrier and shipping charges.

Any return-related resolution will be handled in accordance with Studio Lumea’s Refund Policy.

 

Community Mailboxes and Temperature Exposure

Skincare products may be affected by prolonged exposure to extreme heat or cold.

Customers should collect packages from community mailboxes, parcel lockers, porches, and other outdoor delivery locations as soon as possible after delivery.

Studio Lumea is not responsible for product damage caused by prolonged exposure to weather or extreme temperatures after the carrier has completed delivery.

 

Split and Combined Shipments

Large orders may be divided into multiple packages and delivered separately. Tracking information may be issued for each package.

Studio Lumea may also combine separate orders being shipped to the same customer and address when operationally appropriate.

 

Shipping Verification

Studio Lumea uses an order-verification and packing process designed to reduce fulfillment errors. Orders may be checked against order records before they are sealed and transferred to the carrier.

Certain orders may require additional identity, payment, or address verification before shipment. Processing may be delayed until the requested information is received.

 

Shipping Policy Changes

Studio Lumea reserves the right to update shipping methods, rates, delivery regions, carriers, free-shipping thresholds, and other terms at any time.

The version of this Shipping Policy in effect when an order is placed will apply to that order.