Need help with your order? Reach out our customer support team and we’ll assist you as soon as possible. At Lume Bag customer support, we’re here to answer questions about products, shipping, returns, or any other inquiry you may have.
Use the form below or email us directly, and we’ll get back to you quickly.
Your satisfaction is our priority, and we aim to make every step of your experience simple and smooth. If you have any issue or suggestion, feel free to ask for our help — we’re always happy to help. You can also explore our products in the Shop if you need more information before completing your purchase.
How long does it take to receive a reply after contacting you?
We normally reply within 24–48 hours, Monday to Friday. During peak seasons or holidays, our response time may be slightly longer, but we always aim to answer as quickly as possible. If you don’t receive a reply, please check your spam or promotions folder, as automated email filters sometimes redirect our messages.
What information should I include when contacting support?
To help us assist you quickly, please include your order number (if available), the email you used during checkout, and a clear description of your question or issue. If your request involves a product concern, attaching a photo can significantly speed up the process. The more information you provide, the faster we can resolve everything for you.
Can I change or cancel an order after submitting the contact form?
If your order hasn’t yet been processed or shipped, we can usually modify or cancel it. Please submit your request as soon as possible to increase the chances of making changes. Once an order is packed or shipped, we’re unable to stop it, but we can still assist you with returns or exchanges if needed.
How can I track my order?
Once your order is shipped, you will receive a confirmation email with a tracking link. If you haven’t received your tracking information, it may mean that the parcel is still being prepared. Feel free to contact us if you need help locating your tracking details. For quick updates, you can also visit our Tracking page.
What should I do if my package hasn’t arrived?
If your package is delayed, we recommend checking the tracking link first to see the latest updates from the carrier. Occasionally, couriers experience delays due to weather, customs, or peak season volume. If your tracking information hasn’t been updated for several days, contact us and we will investigate further with the shipping carrier.
How can I request a return or refund?
You can reach out to us through this page to initiate a return or refund request. Please provide your order number and tell us the reason for the return. Our team will guide you through the process and give you instructions on how to send the product back. For more detailed information, you can also read our Refund & Return Policy page.
Are shipping times different depending on the product?
Yes, shipping times can vary depending on the item and your location. Some products may require additional processing time. You can check the estimated delivery window on our Shipping Policy page. If you need help understanding your delivery estimate, feel free to contact us anytime.
Do you offer support on social media?
Although our primary customer service channel is through this contact form, you can also reach us through our official Instagram page for quick updates or general questions: Instagram.
For anything related to orders, shipments, or account details, we still recommend using the form on this page so we can properly track your request.
Can I get help choosing the right product?
Absolutely. If you’re unsure which product suits your needs, we’re happy to help. You can describe your preferences, what you plan to use the product for, and your style preferences. We’ll recommend the most suitable options. You can also explore our full catalog in the Shop.
What happens if I submitted the form but didn’t receive a confirmation email?
Some email providers may automatically filter confirmation messages. If you don’t see it in your inbox after a few minutes, check your spam folder. If it’s still missing, contact us again or reach out through our support email. We will confirm whether we received your message.
