FAQ – Lum's army Shop

Where’s my order confirmation?

Check your spam folder! Lum’s Army shop will send you automated order and shipping confirmations, but unfortunately many email clients flag messages from WooCommerce as spam (most notably Gmail). If you think you might have made a typo on your email address, contact us and we’ll update your information manually.

I made a mistake when typing my address, how do I fix it?

How do I cancel my order?

If it hasn’t been shipped yet, contact us and we’ll refund you in full. Refunds can only be issued on the same card or PayPal account that was used when making the order. Unfortunately orders that have already been shipped cannot be canceled.

When will my order be shipped?

As soon as possible! Usually it will only take a few days to process your order, but during busy periods like the holiday season or special sales campaigns it may take longer, as in general we only have two persons in charge. Thank you for your patience!

Where is my tracking number?

If you chose the “Tracking number” option as your shipping method, your tracking number is on the shipping confirmation email we sent you (check your spam folder if you haven’t received it). If you chose Standard Shipping, your package has no tracking number or other trackable identification of any kind, so it is impossible to track.

When will my order arrive?

That depends on your location! We ship everything from France, and naturally the farther away from us you are, the longer it will take for your package to find its way to you.

We ship with the French public delivery service La Poste. French orders usually take around 2-3 business days to arrive, European around 7-16 business days, and everywhere else anything between 2 and 12 weeks. Please do not enquire after lost packages before at least 30 business days have passed, as delays in the postal system are common and out of our control.

My order never arrived!

Don’t panic! If you have opted for shipping with a tracking number, you can track your package.
If you chose the simple shipment without a tracking number, we will wait patiently for the shipment to come back to us and we will send it back to you as soon as possible.
If the shipment doesn’t come back to us, it’s considered officially lost in the blackhole of lost socks. Rest in peace.

My order arrived damaged!

Depending on the destination and the delivery method, shipments may arrive damaged. We promise, we do not play soccer with your products, we can not be held responsible for their condition on arrival.

Why do you need my phone number?

We will never call you, but your delivery service needs to be able to contact you to schedule delivery. The package can’t be delivered if the courier can’t reach you.

I have to pay import tax and service fees for customs clearance! What is that about?

Orders shipped outside the European Union may be subject to import tax, as is the case for most international trade. The tax and other fees are determined by the destination country’s customs officials as well as the mail carrier. These fees are not a basis for a refund on our end, as they aren’t something we are able to control or reliably predict. By making an order you acknowledge the possibility of additional fees upon import.
Feel free to contact us with any questions or if you need any specific information to complete the customs clearance process. We’re not experts on every country’s import requirements but we’ll do our best to help.

I still have questions!

You can contact us via email admin@lumarmy.com or the shop’s contact form and we’ll get back to you as soon as possible! Please note that we won’t be able to answer messages during the weekend.