FAQ
Placing orders
How can I place an order?
You need to register for a costumer account for placing orders in our webshop. Please note that we deliver to companies with a valid tax ID only.
What is the minimum length for fabric?
Minimum order starts at 1 meter with prices listed for that length. Choosing 2 units results in 1 piece of fabric measuring 2 meters.
I just placed an order. Can I still make changes?
When you wish to adjust your order, contact us as soon as possible, if not up to 12 hours the day before the departure of your order shipment. We can not guarantee changes to your order later than 12 hours the day before your order shipment.
Can I cancel my order?
When you wish to cancel your order please contact us at least before 12 hours the day before your order shipment. We can not process your cancellation once your order has been shipped.
Can I change my address information?
Edit, add, or delete your shipping and billing address in your webshop account. Contact us to change the delivery address before order shipment. Address changes can't be made once the order is shipped.
Do you offer discounts for larger orders?
Yes we do! For wholesale orders, we offer a 30% discount - the minimum order needs to reach 200 eur & at least 8 meters of the same fabric ( same fabric, same color ).
Shipping
Where do we ship from and how long does the shipping take?
Our warehouse based in Ljubljana Slovenia ( EU ). We pack the orders daily and the shipping takes about 2 business days for Slovenia, or 2-6 business days for Europe.
Do you ship internationally?
Yes, Luma d.o.o. ships internationally to any country in the world.
How much are the shipping cost?
The shipping costs vary based on the destination country, postal service, and any special shipment requests. The exact amount will be calculated after placing your order. The cheapest carrier will always be chosen. Once you receive the order confirmation email, the actual invoice with shipping fees will be sent to prepare your order for shipment.
Can I pick up my order?
It's possible to pick up your order at our warehouse address by yourself or by your own desired carrier (you will need to arrange this yourself). Once your order has been processed and is ready for pick up, you will receive a notification that your order is ready for dispatch. When you received this email, you can collect your order from our pick up location. Our pick up location is:
Luma d.o.o.
Tiranova ulica 38
1000, Ljubljana - Slovenia
Our opening hours are:
Mon-Thu: 8:00 am to 16:00 pm
Fri: 08.00 am to 15.00 pm
How can I track my order?
Once your package ships, we will send you a tracking number to your email. You can check the status of your order by logging into your account.
Where can I find my tracking number?
A tracking number will be sent to your email when your order ships. Monitor order status by logging into your account.
Returns
There is a defect in my fabric. What now?
In case of a faulty product, contact us immediately. Damage claim requests should be submitted within 30 days of delivery. We offer solutions like refunds or exchanges for confirmed defective items.
How can I return my order?
Please contact us within 30 days when you wish to return your order. You can find more information about returns in our Return Policy.
Other
Do you have a Privacy Policy?
Yes, we do. You can read our Privacy and Cookie Policy here.
How can I contact you with further inquiries?
You can contact us by e-mail luma@siol.net or call us at +386 41 723 248