Frequently Asked Questions

FAQs

WE REGULARLY RECEIVE QUESTIONS FROM OUR CUSTOMERS, HERE IS THE LIST OF THE MOST FREQUENT:

 

WHAT ARE YOUR PAYMENT MEANS?

Currently we have various payment methods such as:

Paypal

Visa

MasterCard

APPLE PAY

 

MY ITEM HAS STILL NOT ARRIVED, IS THIS NORMAL?

Products are shipped within 24 to 48 working hours.

All announced deadlines are calculated in working days. The times indicated are average times and correspond to the processing, preparation and shipping times of the order (warehouse exit). To this period, the carrier's delivery time by postal circuit must be added.

However, following the health crisis we are currently experiencing, the deadline is extended and delivery will be delayed.

Covid-19: Delivery will exceptionally be made in around twenty days during this period in order to best ensure everyone's safety.

A tracking number will be communicated to you by e-mail when your package is shipped, in order to know in real time the transit of the package, on our website, in the “Order tracking” section.

I WOULD LIKE TO CANCEL MY ORDER, IS THIS POSSIBLE?

Yes, you have 24 hours from the time your order was placed.

Simply send us an email and we will cancel your order and refund you within 30 days.

HOW TO CONTACT YOU?

If you have any questions that are not listed on this FAQ page, you can write to us at the email address contact@onlumiere.com , or directly to the "Contact us" section on our website, and our service customer will do everything possible to respond to you within 24 hours.

 

CHANGES, RETURNS AND REFUNDS

Change (before receipt)

- I changed my mind about my article, what should I do?

If you have changed your mind about your order, send us an email indicating which item you want to change and we will make it right. Please note that any order changes must be made within 2 hours of initial purchase.

- Can I change my item after receiving the confirmation by email?

Unfortunately no. All items that have left our warehouse are final and cannot be changed.

- What if my product is defective?

In the event of a defective product, you have the option of receiving the same product or simply getting a refund after returning the defective one.

Back

- I don't like my item, can I return it?

Returns are accepted (**) only if they do not exceed 30 days after receipt of the package, keeping the product intact and in its original packaging. However, to guarantee a refund, all returned products must be in perfect condition. Return costs are our responsibility. Proof of postage must then be sent to us by email as proof of delivery.

 

Change (after receipt)

- Can I return the item and exchange it?

Provided that the returned item is in perfect condition, exchanges are possible. Send us an email contact@onlumiere.com and we will take care of the rest. The return costs are your responsibility, however the costs of re-sending will not be charged to you.

- How long do refunds take?

Refunds can take up to 14 business days, depending on the payment system chosen at time of purchase.

- I still haven't received my refund?

Please notify us immediately by email if you have not received it after 14 working days.