Track your order
Every order gets a tracking code. Here is where to find it, how to follow your parcel, and what to do if the tracking goes quiet.
Where your tracking code is
As soon as your parcel is on its way, we send you a shipping confirmation email. It contains your tracking code and a link to follow your parcel. Ordered more than one thing? It all comes as one parcel, so there is one tracking code.
Can't find the email? Search your inbox for your order number and check your spam or promotions folder. Still nothing? Email us and we will send you the code.
Following your order
Your order confirmation and your shipping confirmation both have a button to view your order. It opens your order status page, where you can see what you ordered, whether it has shipped, and the tracking code once your parcel is on its way.
How long delivery takes is stated in the description of each product. A parcel with several items arrives within the latest delivery time of the slowest item in it.
Why tracking can go quiet
Your parcel travels from our supplier in China to you, and not every step is scanned. It is normal for tracking to show nothing new for a few days: right after the code is created and before the carrier has picked the parcel up, and while it travels between countries and through customs. A pause like that does not mean something is wrong.
When to get in touch
- The tracking has stopped updating, or
- your parcel has not arrived within the latest delivery time stated in the product description.
In either case, email info@lumivano.com with your order number. We will chase it up, and if the parcel is lost we send a new one free of charge. If you would rather cancel, you can: see our terms.
Tracking says delivered, but nothing arrived? Check with your neighbours and around your building first, then email us with your order number and we will look into it.
Wrong delivery address? Tell us as soon as possible. We can change it while your order has not shipped yet. After that we cannot.
More about delivery times and costs on shipping & delivery. Anything else: see the FAQ or contact us.