FAQ

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and tracking link. Please allow 24–48 hours for the tracking information to update. If no information appears after this period, contact our Customer Care team with your order number.

If you need to change an item, size or quantity, please contact us as soon as possible after placing your order. We will do our best to assist if your order has not yet entered the processing or packing stage, but changes cannot be guaranteed. Once processing or shipping has begun, the order can no longer be modified.

Please contact us immediately with your order number and complete new address. We will do our best to update it if the order has not yet been processed or shipped. Once dispatched, we cannot guarantee that the address can be changed or the parcel redirected. Additional costs resulting from an incorrect or incomplete address provided by the customer may be the customer’s responsibility.

Please contact us as soon as possible if you wish to cancel your order. We will do our best to assist if it has not yet entered the processing or packing stage, but cancellation cannot be guaranteed. Once an order has been processed or shipped, it cannot be cancelled. If eligible, you may request a return after receiving it in accordance with our Return Policy.

Orders are normally processed and shipped within 1–3 business days after payment has been successfully completed, excluding weekends and public holidays. Processing may take slightly longer during promotions, new product launches or periods of high order volume. You will receive a shipping confirmation email with tracking information once your order has been dispatched. Estimated delivery times begin from the date of dispatch.

Orders containing multiple items may occasionally be shipped in separate parcels. Please check your shipping confirmation email and tracking information to see whether more than one parcel is on the way. If all parcels are marked as delivered but an item is still missing, contact Customer Care within 48 hours of delivery. Please include your order number and clear photographs of the outer packaging, shipping label and items received so we can investigate.

Order confirmation emails are normally sent automatically after payment has been successfully completed. Please check your spam, junk or promotions folder and confirm that the email address entered at checkout is correct. If your payment was successful but you have not received a confirmation within 24 hours, contact Customer Care with your name, payment time and proof of payment. Please avoid placing a duplicate order before we have checked the original transaction.

Each order is processed separately under its own order number. If you would like multiple orders to be shipped together, contact us immediately after placing them. We will do our best to assist if none of the orders has entered the processing or packing stage, but combined shipping cannot be guaranteed. Orders that have already been processed or shipped cannot be combined, and previously paid shipping fees may not be refundable or adjustable.

We currently ship to the United States, Canada, the United Kingdom, European Union countries, Mexico, Australia, Hong Kong SAR and Macao SAR. Shipping availability may vary by destination. Certain destinations or address types, including APO/FPO addresses, remote islands and other restricted locations, may not be serviceable.

Estimated delivery times after dispatch are: ●International orders: approximately 7–12 business days ●Hong Kong SAR and Macao SAR: approximately 3–5 business days These estimates do not include our order processing time of 1–3 business days. Delivery may take longer during peak periods or because of customs clearance, severe weather, local carrier delays or other circumstances beyond our control.

Shipping fees are calculated based on your destination, parcel weight or size and the available delivery service. The applicable shipping fee will be displayed at checkout before you complete your payment.

Yes. Orders of US$150 or more qualify for free standard shipping. The offer will be reflected at checkout once the qualifying purchase amount has been reached. Unless otherwise stated, free shipping cannot be combined with other shipping promotions.

No. Orders normally require 1–3 business days to process before dispatch, excluding weekends and public holidays. The estimated delivery time begins once your order has been shipped. Processing may take slightly longer during promotions, product launches or periods of high order volume.

Tracking updates may occasionally pause while a package is in transit, being transferred between carriers or undergoing customs clearance. If the estimated delivery period has passed or your tracking information has not updated for an extended period, please contact Customer Care with your order number and tracking number. We will assist you in submitting an enquiry to the carrier. Investigations may take several business days, depending on the carrier and destination.

Please allow up to 24 hours, as some carriers may mark a package as delivered shortly before it arrives. We also recommend checking: ●Around your property and any designated safe place ●With household members, neighbours or building management ●The delivery address shown in your order confirmation ●Directly with the local delivery carrier If the package is still missing, contact Customer Care within 48 hours of the recorded delivery time with your order number and tracking information. We will assist with an investigation where possible. However, a refund or replacement cannot be guaranteed if the carrier provides valid proof of delivery, except where required by applicable law.

If tracking indicates that your package may be lost, please contact Customer Care. We will open an investigation with the carrier. If the package is officially confirmed as lost, we will offer an appropriate resolution, such as a replacement or refund. If a package is returned or becomes undeliverable because of an incorrect or incomplete address, refusal of delivery, failure to collect it or another recipient-related reason, the original shipping fee will not be refundable. Reshipping may be available if the parcel is successfully returned to us, but an additional shipping fee may apply. On certain international routes, undeliverable packages may be disposed of by the local carrier instead of being returned to us. In such cases, we may be unable to issue a refund or arrange reshipment when the delivery failure resulted from information or instructions provided by the recipient.

International orders may be subject to customs duties, import taxes, processing charges or other fees imposed by the destination country or region. Unless specifically stated at checkout, these charges are not included in the product price or shipping fee and must be paid by the recipient. LUMIÈRE does not control these charges and cannot estimate them in advance. Please contact your local customs authority for further information. Customs charges and original shipping fees are non-refundable if a delivery is refused because the recipient does not wish to pay the applicable fees.

Measure your pet’s neck with a soft measuring tape, leaving enough room to comfortably fit two fingers between the tape and the neck. Compare this measurement with the size guide provided on the product page. If your pet falls between two sizes, we recommend choosing the larger size. Please note that sizing may vary slightly between designs. For your pet’s comfort and safety, check the fit regularly and do not leave them unattended while wearing decorative accessories. Unless otherwise stated, LUMIÈRE pet collars are designed as decorative accessories and should not be used for leash attachment or restraint.