Shipping policy

Our Shipping Promise & Policy

Currently, we are shipping to our valued customers within Canada. We are working diligently to expand our reach and hope to bring Lumay Labs jewelry to more locations around the world soon!

Processing Time

Once you place your order, please allow our team approximately 1-3 business days to prepare, inspect, and securely package your jewelry. For pieces that are uniquely made-to-order or require personalization, the creation and processing time will be clearly noted on the product page itself and may naturally be a bit longer. We will always keep you informed about the progress of these special creations. Our business days are Monday through Friday, and do not include Canadian public holidays. Please note that public holidays in your specific country (Canada or the UK) may also affect the final delivery timeline, and this will generally be reflected in the tracking information provided by the courier.

Shipping Within Canada (Domestic)

Our primary domestic shipping service is Canada Post Expedited Parcel. We are pleased to offer this service complimentary on all orders of $275.00 CAD or more, before taxes. For orders under this amount, the shipping cost will be calculated and displayed for your approval during the checkout process. In the event that this service is unavailable due to unforeseen issues on our part or with the carrier, we reserve the right to fulfill your shipment using an alternative carrier with a similar service level, at no additional charge to you. Please note that all delivery timeframes are estimates provided directly by the carrier and commence once your order has been dispatched. As we are not in control of the carrier's operations, Lumay Labs is not liable for any delays in shipping, including those caused by weather, service disruptions, or other unforeseen circumstances.

Shipping to International Countries:

We are currently working on expanding our offerings internationally. Please contact us to see if we can get a piece to you if not located within Canada.

Customs, Duties, Taxes (VAT) & Currency

We strive to make your international shopping experience as smooth as possible. For orders shipping to the United Kingdom, we aim to include all applicable customs duties, taxes (such as VAT), and clearance fees directly in the price you see at checkout. This means that, in most cases, the price you pay when you complete your order is the final price, with no surprise charges upon delivery. If, for any specific item or circumstance, these charges cannot be included upfront, this will be very clearly stated on the product page and/or during the checkout process before you finalize your purchase or we will contact you about the expected fees that you may incur before sending the package out for delivery.

Our website is designed to display prices in the currency most relevant to your location. However, we encourage you to double-check that you have the correct currency selected using the currency selector tool available on our Shopify website to ensure complete clarity on pricing.

Important Shipping Details for All Orders

Every order dispatched from Lumay Labs will come with a tracking number. Once your order has shipped, you will receive a shipping confirmation email containing this tracking number, allowing you to follow your package's journey to your doorstep.

To ensure we can offer you our beautiful jewelry and manage shipping efficiently, Lumay Labs operates with design and production studios located in both Toronto, Canada, and China. As a result, and also because we sometimes collaborate with trusted fulfillment partners to help keep shipping costs as reasonable as possible for you, the origin address or the sender's name on your shipping label might vary. For instance, your package might ship directly from one of our international studios or through a logistics partner. However, please rest assured that your order is indeed from us; you will easily recognize our distinct Lumay Labs branded packaging upon arrival. You will, of course, still receive all the standard tracking and order information as previously mentioned, so you can follow your special delivery every step of the way.

For your peace of mind and the security of your valuable purchase, we apply shipping insurance to packages with a value above $200 CAD, or as we otherwise deem necessary to protect your order during transit. Similarly, a signature will typically be required upon delivery for orders exceeding $200 CAD in value, or as we determine appropriate, to ensure your piece arrives securely into your hands. If you are not available to sign for the delivery, the courier will usually leave a notice with instructions for re-delivery or for picking up your package at a local depot.

Please take a moment to double-check your shipping address when placing your order. It is important that the address provided is accurate and complete, as we cannot be held responsible for orders shipped to an incorrect address supplied by the customer. If a package is returned to us due to an incorrect or undeliverable address, additional shipping fees may be required to resend it to the correct location.

Due to signature requirements and insurance stipulations for valuable items, we may not always be able to ship to PO Boxes or certain remote addresses. If this situation applies to your order, we will contact you promptly to discuss and arrange an alternative physical address for delivery.

Refused Packages

If a package is refused by the recipient upon delivery (for reasons other than visible damage to the package incurred during transit or an error on our part) and is consequently returned to us, please note that the original shipping costs paid are non-refundable. Any additional return shipping fees or charges levied against Lumay Labs by the courier as a result of the refusal will also be deducted from any eligible refund for the item(s) themselves, as per our Returns & Exchanges policy.

Lost or Damaged Packages During Transit

While we take every precaution, in the rare and unfortunate event that your package is lost during transit or arrives with visible damage to the packaging, please contact us immediately at lumay@lumaylabs.com. We will work closely with you and the shipping courier to investigate and resolve the issue as quickly as possible. For items damaged in transit, please also refer to our Returns & Exchanges policy for detailed guidance.

Policy Updates

Lumay Labs reserves the right to update this shipping policy at any time. The terms of the shipping policy that are in effect at the time you place your order will apply to that specific order.

We're Here to Help

If you have any questions at all about our shipping policy, need assistance with tracking your order, or have any other inquiries, please do not hesitate to reach out to us at lumay@lumaylabs.com. We are always happy to assist you