Shipping policy

Order Processing

All Qi Luma products are made to order.

Once your order is placed, production will begin.
Processing times typically range from 3 to 10 business days, depending on current demand and production capacity.

Processing times may be extended in the event of supply delays or during peak periods. The most accurate estimated dispatch date will be provided in your order confirmation email.

Shipping Times

Once dispatched, shipping times generally range between 3 to 7 business days, depending on:

  • Your location

  • The selected shipping method

  • Courier service conditions

Please note that shipping timeframes are estimates and are not guaranteed.

Shipping Rates

Shipping costs are calculated at checkout and are based on:

  • Delivery location

  • Package size and weight

  • Selected shipping method

Tracking Information

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details.

Please allow up to 24 hours for tracking information to update after dispatch.

Damaged or Lost Shipments

We take great care in packaging our products. If your order arrives damaged, please notify us within 48 hours of the order being marked as delivered.

To lodge a shipping damage claim, email support@qiluma.com with:

  • Your order number

  • Clear photos or videos of the damage

  • Photos of the external packaging (if available)

Claims submitted after 48 hours of delivery may be declined.

Incorrect Address or Failed Delivery

Qi Luma is not responsible for delivery issues caused by:

  • Incorrect or incomplete addresses provided at checkout

  • Failed delivery attempts due to customer unavailability

If an order is returned to us due to an incorrect address, additional shipping fees may apply to resend the order.

Delays Outside Our Control

Qi Luma is not responsible for shipping delays caused by:

  • Courier service disruptions

  • Weather conditions

  • Customs processing (if applicable)

  • Public holidays

International Shipping

International shipping availability, rates, and delivery times will be displayed at checkout if applicable.

Please note:

  • International orders may be subject to customs duties or taxes

  • These charges are the responsibility of the customer

  • Delivery times may vary depending on customs clearance

Contact Us

For shipping-related enquiries, please contact:

Email: support@qiluma.com
Please include your order number in all correspondence.