FAQ

Orders

How do I place an order? Add items to your cart, hit checkout, and pay by card, BLIK, PayPal, or Apple/Google Pay. You don't need an account — but a Lume account gives you order tracking, faster returns, and early sale access.

Can I change or cancel an order? We process orders fast, but if you reach out within 30 minutes of placing it we can usually still amend the address, size, or cancel. Email orders@lume-boutique.com.pl with your order number.

Do you accept cash on delivery? Yes, within Poland on orders up to €600 (≈ 2500 zł). A €4 COD fee applies.

Payment

Is my card information secure? We never see your full card number — payments are tokenised by Stripe and Przelewy24, both PCI-DSS Level 1 certified.

Can I pay in instalments? Klarna and PayPo are available at checkout for eligible orders within Poland and the EU.

Do you charge VAT? Prices already include Polish VAT (23% / 8% / 5%). EU-based businesses with a verified intra-EU VAT ID get the reverse-charge applied automatically at checkout — the line items show net.

Delivery

How long will it take? 1–2 business days in Poland, 2–6 in the EU, 5–10 worldwide. Full detail on the Shipping page.

Can I ship to a parcel locker? Yes — InPost Paczkomaty in Poland, DPD Pickup across the EU. Select at checkout.

Returns

How do I return something? Open your order in the account area and tap Return, then drop the parcel at any partner point with the prepaid label. Full timeline on the Returns page.

Will I get a full refund? Yes, including original shipping if you return the entire order. Express shipping uplifts are not refunded.

Product & stock

An item I want is sold out — what now? Open the product page and tap Notify me under the size — you'll get a single email the moment it's back in stock. No spam.

Are your products authentic? Every piece is sourced directly from the brand or an authorised partner. Returns flagged as suspicious are inspected by our authentication team in Poznań.