Frequently Asked Questions

Order Processing

Please allow us 1 – 3 working days to check and pack your order.

An order confirmation email will be sent to the email address that you provided upon ordering. If you did not receive the confirmation email within the day after placing your order, please check your spam folder as the email might be there.

After you log in into your account, click “ORDERS” under the Menu option. You will see one of the following statuses:

  • Pending payment – Order received and awaiting payment.
  • Failed – Payment failed or was declined.
  • Processing – Payment received and the order is being processed.
  • Completed – Order fulfilled and has been already sent out.
  • On-Hold – Awaiting payment.
  • Cancelled – Cancelled by shop manager or the customer.
  • Refunded – Refunded by shop manager.

Yes, you may pick up your product(s) at our office.

Office Location

10 Ubi Crescent #02-52,
Ubi Techpark Lobby C,
Singapore 408564

Get Direction >>

Hours of Operation

Monday to Friday: 10am – 5pm
Saturday and Sunday: Closed

Order that has been processed or shipped cannot be cancelled or changed. Please call us at +65 6749 1773 or email [email protected] for further assistance.

Payment Method

We accept online payment via Bank Transfers, Credit Cards (MasterCard/Visa) and PayPal.

For tracking purposes, we only accept Bank Transfers, Credit Cards (MasterCard/Visa) and payment via Paypal at this point in time. This allows us to facilitate refunds with ease, and also allows us to keep a record of payments. We also prefer not to let the drivers handle cash to avoid the chances of disputes occurring. Your understanding in this matter is greatly appreciated.

The order will be shipped only on receipt of successful payment.

  • Payment needs to be made within 24 hours or your order will be deemed cancelled in the system.
  • Please ensure that your i-Banking nickname corresponds with your Lumi Username.
  • Upon payment of your order, please email us at [email protected] with proof of payment.

Once your order has been placed and paid for, you should receive an e-mail outlining confirmation of your order within 10 minutes. This means that we have received your order, as well as payment for it in our system.  Otherwise, the payment is unsuccessful.

You will receive an invoice from once your payment is successful. Please bring along this invoice during self-collection.

You can also check your payment status under your account at here.


We do not process unpaid orders. These orders will reflect in your Account, under the status “Pending Payment”. Please opt to pay via Bank Transfers, PayPal or Credit Cards to get back on track!

Shipping & Delivery

There are 4 available options:

  • Self-Collection (Only in Singapore)
  • SingPost SmartPac (< 3 kg. Inclusive of envelope/parcel box)
  • Paid Delivery by our company delivery service (>
  • For overseas delivery, please contact us at +65 6749 1773 or email us at [email protected] for arrangements.
Self-Collection (Only in Singapore) – FREE

You can collect your order at our office:

Office Location

10 Ubi Crescent #02-52,
Ubi Techpark Lobby C,
Singapore 408564

Get Direction >>

Hours of Operation

Monday to Friday: 10am – 5pm
Saturday and Sunday: Closed

Kindly drop us a message or call us before you come by to collect your order as we need some time to pack your order.

SingPost SmartPac – S$5

SingPost SmartPac is a flat rate postal service that will deliver to your doorstep anywhere in Singapore, within 2 to 3 working days after it is shipped out from our office.

A package tracking number will be provided once the parcel has been sent. However, we do not accept any responsibility for the following issues:

  • any delays of its service
  • any liability for loss or damage of products during delivery;

We regret that all disputes will have to be settled between customers and SingPost.

The dimensions for the box or envelopes are as below:

  • Box: 300mm (l) x 190mm (w) x 70mm (h), max weight 3kg
  • Envelope: 240mm (w) x 330mm (l) x 70mm (h), max weight 1kg
  • Mini Envelope: 150mm (w) x 220mm (l) x 70mm (h), max weight 600g

We will choose the best fit size with SmartPac box or envelopes to deliver your order. We reserve the right to reject orders that do not meet the requirements for SmartPac delivery.

Please visit this page for more information prior to selecting SmartPac as your delivery method.

Standard Delivery – S$8

Our delivery man will deliver your order to your designated address on working days. Our delivery timing is between 10am to 5pm.

Shipping address cannot be changed once the order is placed. Please ensure the delivery address is correct at the time of placing your order. Please call us at +65 6749 1773 or email [email protected] for further assistance.

We are afraid that you will not be able to specify the delivery date and time. We will contact you personally to arrange your delivery. Our delivery timing is in between 10am to 5pm, Monday to Friday.

Your order will be shipped out in 1 – 3 working days. The time taken for your product(s) to reach you is depends on the method of delivery you chose. Usually it will arrive 2 – 3 working days after it is shipped.

You can only specify one address per order. If you want to ship items to multiple addresses, you have to order separately for each address. However, please be reminded that you will be charged for shipping and handling charges with each order.

Refund, Return & Exchange

You can only change or cancel your order before the order status change to “Processing”. To do so, please contact us at +65 6749 1773 for further assistance.

Please contact us immediately or within the return period. The product(s) must be returned in their original packaging along with the invoice.

  • Exchange your product(s) at our office
  • Mail your return product(s) to our office

We are not liable for lost parcels via normal postage hence we strongly encourage you to use postage with tracking capability. Please note that we do not accept returns at our retail outlets.

Please be assured that your order will be double-checked to ensure they are in good condition before shipping. We provide 3 days manufacturing defect and 3 years warranty for all Lumi’s products. If the product does arrive in a damaged condition, please notify us immediately for further assistance.

Please note that we do not accept any returns and exchange of product(s) that are damaged due to mishandling of parcels by SingPost.

If the product(s) you received is not what you have ordered, or missing something from your order list, please call us at +65 6749 1773 or email us at [email protected] within 3 business days from the day you received the product(s) for further assistance.

Within 3 days on receiving of your order.

Warranty Information

We provide 3 days manufacturing defect and 3 months warranty.