Shipping and Returns

UK mainland delivery is free on orders over £99 (ex VAT). For orders below that value, a delivery charge of £8.99 + VAT applies. This charge is non-refundable once an order has been dispatched. We may vary delivery charges from time to time, but this will not affect orders already placed.

In-stock UK mainland orders are usually dispatched within 24 hours and delivered within 2-3 working days. Orders placed before 2pm on a working day are processed the same working day; orders placed later, or at weekends or on public holidays, are processed on the next working day. Palletised bulk orders are usually delivered within 2-3 working days. Custom-branded and bespoke orders require production time before they ship.

All delivery times are estimates and are not guaranteed. Time for delivery is not of the essence. We are not liable for any loss (including business or consequential loss) caused by late or failed delivery. If you have an event or deadline, please order well in advance.

Deliveries to remote postcodes and non-mainland UK addresses (including the Scottish Highlands and Islands, Northern Ireland, the Isle of Wight, the Isle of Man and the Channel Islands) may incur an additional surcharge based on the weight, dimensions and destination of the consignment. If your address falls into one of these areas, please contact us for a quote before ordering; we will confirm any surcharge before taking payment.

Working days are Monday to Friday, excluding public and bank holidays. An order placed on a non-working day is treated as placed on the next working day.

You are responsible for providing a correct and complete delivery address, postcode and contact details at checkout. If a delivery fails, is delayed or is returned to us because of incorrect or incomplete information, or because no one is available to receive it, we may charge our reasonable additional costs, including any re-delivery charge.

Palletised orders are delivered kerbside by a pallet carrier. You must ensure there is safe and suitable access for a large vehicle and that someone is available to receive and check the delivery. Our carriers are not obliged to enter your premises or to carry goods inside. Timed or booked-in pallet deliveries may be available at additional cost.

Please check your delivery before signing for it. Where you sign for goods or a proof of delivery is recorded, this confirms the number of parcels or pallets received. Couriers may leave deliveries at the address provided without a signature where you have authorised this, and such deliveries are made at your risk.

Risk in the goods passes to you on delivery, or on collection where you collect. Title to the goods does not pass to you until we have received payment in full of all sums you owe us. The full position is set out in our Terms and Conditions.

Inspect all deliveries on arrival. If goods are visibly damaged or a delivery is short, note it on the carrier's delivery record at the point of delivery and report it to us in writing within 24 hours, with photographs where possible. We accept no liability for damage or shortage that is not noted on delivery and reported within this period. Please keep the goods and their packaging available for inspection.

If a delivery fails, or goods are not collected as arranged, we may hold the goods and charge for re-delivery and reasonable storage. If, despite reasonable attempts, we cannot deliver, re-deliver or arrange collection, we may treat the order as cancelled and apply our reasonable costs.

For hygiene and food-safety reasons, opened, used, custom-branded, printed-to-order and bespoke products are non-returnable and non-refundable unless they are faulty or were supplied incorrectly. Please choose carefully and request a sample if you are unsure before ordering.

Unopened, resaleable standard stock may be accepted for return at our discretion. You must notify us within 7 working days of delivery and obtain our written confirmation before returning anything. Unauthorised returns may be refused or returned to you at your cost.

Where a return of non-faulty stock is accepted, a restocking and handling charge of 15% of the goods value applies, and a collection charge from £15 + VAT (varying with order size) may be deducted from your refund. Where we arrange the return, the cost of delivery (shipping) is also charged in addition to the collection charge. Please note that even if we are delivering to you again, there will still be a separate collection charge, because with the courier we use (DPD) collections and deliveries are handled separately. You can also arrange the delivery of goods back to us using your own courier. Original delivery charges are non-refundable. No restocking or collection charge applies where goods are faulty or supplied incorrectly, in which case we cover the cost of return.

Email sales@lumapack.co with your order number, the product codes and quantities, the reason for return and (for faults or damage) photographs. We will confirm whether the return is accepted and provide a returns reference and instructions. Returned goods remain your responsibility until received by us, and should be returned in their original, resaleable packaging.

Approved refunds are made to the original payment method once the returned goods are received and inspected, less any applicable restocking and collection charges. We aim to process refunds promptly after inspection.

If goods are faulty or not as ordered, contact us promptly with details and photographs. Once verified, we will replace the goods or refund you, including reasonable return costs. This does not affect a consumer's statutory rights under the Consumer Rights Act 2015.

Custom-branded and bespoke products are made to your approved proof and cannot be cancelled, changed or refunded once production has begun, except where they are faulty or not supplied to the agreed specification. Print runs are subject to an over- and under-production tolerance of plus or minus 10%. Artwork requirements are set out in the FAQ.

Stock orders may be amended or cancelled only before dispatch, and only where we confirm the change in writing. Custom-branded and bespoke orders cannot be cancelled once artwork is approved and production has begun. Consumer cancellation rights are set out in our Terms and Conditions.

We are not liable for any delay or failure to deliver caused by events outside our reasonable control, including supply-chain disruption, shortage of materials, carrier delays, severe weather, fire, flood, epidemic or pandemic, industrial action or government action. Where such an event occurs we will contact you and arrange a revised delivery date.

For any delivery outside UK mainland, or for export, import duties, taxes, customs clearance and related charges at the destination are your responsibility unless agreed otherwise in writing. We recommend you check the position with your local customs agent before ordering.

Nothing in this policy limits our liability where it would be unlawful to do so, or a consumer's statutory rights. Subject to that, and as set out in our Terms and Conditions, we are not liable for indirect or consequential loss, or for business losses such as loss of profit, revenue or contracts, arising from late or failed delivery, and our total liability for an order does not exceed the price paid for it.