Question 1

How do I place an order with Lumapack?

Accepted Answer

You can order directly through lumapack.co, or by sending a purchase order or enquiry to sales@lumapack.co. For larger, repeat, contract or custom orders we recommend ordering through our team so we can confirm stock, lead time, pallet delivery and pricing before the order is processed. A binding contract is formed only when we issue written order confirmation, see the Terms and Conditions.

Question 2

Is there a minimum order quantity?

Accepted Answer

Standard stock lines are generally available without a strict minimum order quantity, subject to availability and pack/case quantities. Custom-branded and bespoke packaging carry minimum order quantities that vary by product and print method, see varies by product and print method for custom-branded items and varies by product and print method for fully bespoke projects.

Question 3

Can I track my order?

Accepted Answer

Where the delivery method supports tracking, we provide tracking details after dispatch. For palletised or multi-drop bulk orders our team can confirm delivery progress directly. Add a valid mobile number and email at checkout to receive carrier notifications where available.

Question 4

Can businesses place bulk or wholesale orders?

Accepted Answer

Yes, Lumapack is a trade-first supplier and we welcome bulk and wholesale orders. Orders above courier limits are dispatched by pallet, and we can advise on repeat-supply arrangements, call-off stock and the most cost-effective formats for higher-volume operations. Contact sales@lumapack.co for a trade quote.

Question 5

Can I amend or cancel an order after placing it?

Accepted Answer

Stock orders may be amended or cancelled only before dispatch, and only if we confirm the change in writing; once dispatched, the returns process applies. Custom-branded and bespoke orders cannot be amended or cancelled once artwork has been approved and production has begun, because the goods are made specifically for you. See the Terms and Conditions for the full position for business and consumer customers.

Question 6

What are your delivery times?

Accepted Answer

Stock items are usually delivered within a few working days of dispatch, with palletised bulk orders on a similar timescale. Custom-branded and bespoke orders need production time first. See the Shipping and Returns page for current dispatch and delivery timescales.

Question 7

How much does delivery cost?

Accepted Answer

We offer free UK mainland delivery on orders over £99 (ex VAT), with a flat charge below that and possible surcharges for remote or non-mainland addresses. See the Shipping and Returns page for current charges.

Question 8

Do you deliver internationally?

Accepted Answer

We primarily supply within the United Kingdom but may arrange export delivery on request; contact sales@lumapack.co before ordering. For exports, import duties and taxes at the destination are your responsibility. See the Shipping and Returns page.

Question 9

How are customs and import duties handled?

Accepted Answer

For any delivery outside UK mainland or for export, import duties, taxes and customs charges at the destination are the customer's responsibility unless agreed otherwise in writing. See the Shipping and Returns page.

Question 10

What if my delivery is damaged or short?

Accepted Answer

Inspect your delivery on arrival, note any visible damage or shortage on the carrier's record, and tell us promptly with photographs. See the Shipping and Returns page for the reporting timeframe and procedure.

Question 11

What is your returns policy?

Accepted Answer

Opened, used, custom-branded and bespoke packaging is non-returnable unless faulty or supplied incorrectly. Unopened, resaleable standard stock may be accepted at our discretion, subject to notice and charges. See the Shipping and Returns page for the full policy, time limits and charges.

Question 12

How do I start a return?

Accepted Answer

Contact sales@lumapack.co with your order number and details before sending anything back; unauthorised returns may be refused. See the Shipping and Returns page for the step-by-step procedure.

Question 13

Can I return custom-branded or bespoke items?

Accepted Answer

No. Custom-branded, printed-to-order and bespoke items are made specifically for you and are non-returnable unless there is a verified production fault or supply error. See the Shipping and Returns page.

Question 14

Is there a restocking fee?

Accepted Answer

Accepted returns of non-faulty standard stock may be subject to a restocking charge and a collection charge, plus the cost of delivery where we arrange the return. No charge applies where goods are faulty or supplied incorrectly. See the Shipping and Returns page for current rates.

Question 15

How long do returns and refunds take?

Accepted Answer

Once a return is approved and the goods are received and inspected, we refund the original payment method as quickly as possible. See the Shipping and Returns page.

Question 16

What payment methods do you accept?

Accepted Answer

We accept major credit and debit cards and bank transfer (BACS). The methods available to you are shown at checkout or on your invoice, depending on how the order is placed.

Question 17

Are there extra fees for any payment method?

Accepted Answer

Any applicable surcharge would be shown before you complete payment. Where no surcharge is stated, the order total shown is the amount due.

Question 18

Is my payment information secure?

Accepted Answer

Payments are processed through our website checkout and regulated payment providers; Lumapack does not store full card details. Only use official Lumapack payment channels, and contact sales@lumapack.co if any payment request looks unusual or does not come from a verified Lumapack address.

Question 19

Can my business open a credit account?

Accepted Answer

Trade customers can apply for a credit account subject to a credit check and our approval. Approved accounts are typically due 30 days. See the Trade and credit accounts section of our Terms and Conditions for how to apply and the terms that apply.

Question 20

Do you offer discounts for larger or repeat orders?

Accepted Answer

Volume, contract and repeat-supply pricing is available for trade customers. Contact sales@lumapack.co with your requirements and we will provide a tailored quote. Promotions, where offered, are stated at the time of purchase.

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