FAQ
The questions we get most, answered straight. If yours is not here, email info@lumivano.com and you will usually hear back within one business day.
How long does delivery take, and why so long?
It depends on the item, so every product page shows a date rather than a vague range: the day your order should reach you if you order today. That date already includes the 1 to 3 business days we need to process your order. Where a page shows two dates, the later one is the one we commit to, and if we miss it you choose between a free resend and a full refund. Order more than one thing and it all arrives in a single parcel, by the latest date of the slowest item you ordered. It is longer than most shops, and that is a direct result of how we work: our products ship from China, straight from our supplier to you, without a warehouse of ours in between. There is no stock sitting in a building you are paying for. The trade is that you wait longer. We put the date at the top of the product page rather than in the small print, so you can decide with it in front of you.
What does shipping cost?
Nothing, on every order, with no minimum spend. One small lamp ships free exactly like four large ones, and nothing is added at checkout: no handling fee, no packaging fee, no surcharge for a remote address. Order several items and they go out as one parcel, so you never pay shipping twice and you only wait in once. As for import charges: an order delivered to Australia worth A$1,000 or less generally has no duties, taxes or charges to pay at the Australian border, and every item in our shop costs far less than that.
Can I return something if I change my mind?
Yes. You have 14 days from receiving your order to cancel, without giving a reason, and another 14 days after that to send it back. Email us first and we send you the return address, which is our supplier's warehouse in China. After a change of mind the return postage is at your own cost, and posting a parcel to China can cost more than the lamp did, so check the postage before you send it. We charge no restocking fee and no handling fee, and we refund what you paid for delivery as well. If the item arrived broken, faulty or not as described, you pay nothing at all, and in most cases you do not need to send it back.
What if it arrives broken, or fails later?
Email us as soon as you notice, with your order number and a photo of the problem. We send a replacement or refund you, whichever you prefer, and in most cases you will not need to send anything back. If we do ask for it back, we pay the postage. There is no time limit on this: a fault that shows up in the third month is treated exactly like one that shows up on the first evening. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, and everything we promise sits on top of those guarantees rather than underneath them.
Do your lights run on a battery or a cable?
It depends on the piece, and it is always stated at the top of the product page. The Wick, the Halo, the Tavern and the Arbour have a built-in rechargeable battery that you top up over USB, so nothing trails across your bedside table while the light is on: the Wick runs up to 120 hours on its lowest setting and the Halo up to 20. The Pleat and the Blossom stay plugged into a USB socket, which is why we say so on their pages before you order rather than leaving you to discover it.
Are they safe in a child's room?
The one we put in the children's room is the Wick. The flame is soft silicone and the dome is acrylic rather than glass or ceramic, so it survives being knocked off a shelf, and at 12.4 cm it fits on one. It is cordless, so there is nothing trailing down from a shelf, and there is no real flame to put out before anyone falls asleep. We do not print an age rating. What we can tell you is what is in the box: the lamp itself, and nothing else. You charge it with a USB cable you already have. Only ever charge from a USB power supply that meets the safety standards where you live, and do not leave a product charging unattended.
How warm is the light?
Warm, unless you deliberately ask it for something else. The numbers on a lamp box mean less than the room they make: 1800 K is the colour of an actual candle flame, 3000 K is the warm yellow of an old-fashioned bulb, 4000 K is closer to an overcast afternoon and 6000 K is the white of a bright office. Almost everything here lives at the candle end, because it is meant for the hours after dark rather than for lighting a room to work in. One of ours goes further on purpose: the Halo has the neutral and the white settings as well, because a desk lamp that cannot do white is no use at a desk.
Can I track or change my order?
You get a tracking code by email as soon as your parcel starts moving. If your delivery address is wrong, email us as soon as possible: we can change it while the order has not shipped yet, and after that we cannot. If the date on your product page has passed, or tracking has stopped updating, email us your order number. You then choose: we chase it and resend free of charge, or we refund every cent you paid, delivery included.
Still stuck?
Email info@lumivano.com with your order number if you have one. More detail on shipping & delivery and returns & warranty.