FAQ

Find answers to common questions about ordering, shipping, payments, and artwork care. Can't find what you're looking for? Our customer service team is here to help—reach out anytime.

01.Order and payment

What payment methods can I use?

You can typically pay using a variety of secure options. Common methods include major credit cards (Visa, MasterCard, American Express), debit cards, and digital wallets such as PayPal, Apple Pay, or Google Pay. Some merchants also offer bank transfers, buy now pay later services like Klarna or Afterpay, or even cash on delivery depending on your location. Always check the available options at checkout, as they may vary by country or region. For the most up-to-date list of payment methods, please refer to the website's payment section at the time of purchase.

Is the payment process secure?

Yes, absolutely. Reputable online stores use strong security measures to protect your financial information. The most common technology is called SSL (Secure Sockets Layer) encryption, which creates a secure, encrypted link between your browser and the website. This ensures that your credit card number and personal details are transmitted privately and cannot be intercepted by third parties. You can easily verify a site's security by looking for a padlock icon in your browser's address bar and making sure the website URL begins with "https" rather than just "http". For added protection, many merchants are also fully compliant with the Payment Card Industry Data Security Standard (PCI DSS).

Will I receive a confirmation email after placing my order?

Yes, in almost all cases you should receive an order confirmation email shortly after completing your purchase. This email typically arrives within a few minutes and serves as a receipt and a summary of your transaction. It will usually include details such as the items you ordered, the total amount paid, your shipping address, and the delivery method. It may also contain an order number that you can use to track your shipment or contact customer support. If you do not see the confirmation email in your main inbox, make sure to check your spam or junk mail folder just in case it was filtered there accidentally.

Can I modify or change my order after it has been placed?

This depends on how quickly you act and the store's specific policies. Many online retailers allow you to modify your order only if it has not yet been processed for shipping. Common changes include updating the shipping address, adding or removing items, or changing the preferred delivery date. To request a change, you should contact customer service immediately after placing your order. Some websites also provide a short window of time—usually 15 to 30 minutes—during which you can edit your order directly from your account page. Once the order has been confirmed and sent to the warehouse for packing, modifications become much more difficult, and you may need to cancel and place a new order instead.

Can I get an invoice or fapiao for my purchase?

Yes, most registered businesses can provide an invoice for your purchase. An invoice is an official document that lists the transaction date, the items bought, the unit prices, any taxes applied, and the total amount paid. It often includes the seller's business details (such as their tax ID number) and the buyer's information. In some countries, a special type of invoice called a "fapiao" (which is the official Chinese tax receipt) can be issued. If you need a fapiao, you should clearly state this at the time of ordering. Some merchants can send the invoice electronically via email, while others will include a printed copy inside the package. For business purchases or reimbursement purposes, always request the appropriate type of invoice before completing your payment.

02.Production and distribution

How long does it take to ship my order after it is placed?

Once your order is confirmed, the processing time typically ranges from 1 to 3 business days. This period includes payment verification, quality checks, and packaging. If your order includes customised or made‑to‑order items, please allow 5 to 10 business days for production. We will notify you immediately if any unexpected delay occurs. For in‑stock items, we usually ship within 24 hours on business days.

How long does delivery to my country take?

Delivery times vary depending on your location and the shipping method you select. For standard international shipping, you can expect delivery within 10 to 20 business days. Expedited shipping services, such as DHL, FedEx, or UPS, normally take 3 to 7 business days. Please note that remote areas may require a few extra days. During peak seasons (for example, year‑end holidays) or under unforeseen circumstances like extreme weather or customs clearance delays, transit times may be longer. We recommend placing your order early if you have a strict deadline.

Do you provide order tracking?

Yes, absolutely. Once your order is shipped, we will send you a shipping confirmation email that contains a unique tracking number and a link to the carrier's tracking page. You can use this information to monitor your parcel's journey in real time, from dispatch to final delivery. Most international carriers also offer mobile apps or SMS notifications for further convenience. If you have trouble with tracking, please contact our customer support team, and we will assist you promptly.

Is the packaging secure and protective?

We take great care in packaging every order to ensure it arrives in perfect condition. Our standard packaging includes sturdy, double‑walled cardboard boxes, bubble wrap, air pillows, or foam inserts to cushion the contents. Fragile items receive additional protection, such as "fragile" labels and extra layers of padding. Furthermore, our boxes are sealed with strong, tamper‑evident tape. While no packaging is 100% indestructible, we continuously test and improve our materials to minimise the risk of damage during international transit.

What happens if my order is damaged during transportation?

If your item is damaged in transit, please contact us within 7 days of receiving the parcel. Keep the original packaging and take clear photos or a short video of the damage (including the shipping box and the product). We will assess the situation and, at our discretion, offer a replacement, a repair, or a refund. We may also file a claim with the shipping carrier on your behalf. For your protection, please do not throw away any packaging before the issue is resolved.

Will I be charged any customs duties or import taxes?

For cross‑border deliveries, your order may be subject to customs duties, import taxes, brokerage fees, or other charges levied by your destination country. As the importer of record, you are solely responsible for paying these fees. They are not included in the price you pay to us, nor are they covered by our shipping charges. Customs policies vary widely by country, and we have no control over these costs. To understand potential charges, please contact your local customs office before placing your order. We recommend that you check whether your country has a de minimis threshold (a value below which no duties are charged). Unfortunately, if you refuse to pay these fees and the package is abandoned or returned, we cannot issue a refund for the original shipping costs. By completing your purchase, you agree to comply with all applicable import laws of your country.

*International orders may be subject to customs duties, import taxes, or local fees. Unless otherwise stated, these fees are borne by the customer.

Lumiere Loft - Frequently Asked Questions

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FAQ

01.Order and payment

02.Production and distribution

The most precious luxury item in the era of art derived from life