FAQ

You can reach our team by emailing us at support@buylumix.com. We're available Monday to Friday, 9:00 AM – 5:00 PM Australian Eastern Time, and aim to respond to all enquiries within 24 business hours. Messages received over the weekend will be answered on the next business day.

Lumix is an Australian-based business serving customers in Australia, the United States, United Kingdom, Canada, and New Zealand. Our customer support team can be reached by email at support@buylumix.com.

We ship to customers in Australia, the United States, United Kingdom, Canada, and New Zealand. All orders are dispatched with tracking so you can follow your delivery every step of the way. We do not currently ship to destinations outside Australia, the United States, United Kingdom, Canada, and New Zealand.

We offer free shipping on all orders to Australia, the United States, United Kingdom, Canada, and New Zealand — no minimum order required. The free shipping rate will be confirmed at checkout before you complete your purchase.

Orders are processed within 1–2 business days (Monday to Friday). Once shipped, please allow 6–19 business days for delivery, giving an estimated total delivery time of 7–21 business days. A tracking number will be emailed to you as soon as your order is on its way. Please note all delivery times are estimates only and are not guaranteed.

If your order hasn't arrived within the estimated timeframe, please first check your tracking link for any updates. If there's no movement or you're concerned, reach out to us at support@buylumix.com with your order number and we'll investigate with the carrier and work to resolve it promptly. If a package is confirmed lost, we will arrange a replacement or issue a full refund.

You will be charged in the currency applicable to your selected market. Depending on your location and the market selected at checkout, payments may be processed in Australian Dollars (AUD), United States Dollars (USD), British pounds sterling (GBP) Canadian Dollars (CAD), or New Zealand Dollars (NZD). The final currency and order total will always be shown before you complete your purchase.

Applicable taxes, duties, and other charges are calculated in accordance with your selected market and applicable laws. Any applicable taxes or charges will be clearly displayed at checkout before you complete your purchase.

Absolutely. All transactions on Lumix are protected with advanced SSL encryption and processed through Shopify Payments and other PCI DSS compliant providers. We never store or share your full payment details, and your personal information is always handled with the utmost care.

We accept all major credit and debit cards including Visa, Mastercard, Union Pay and American Express, as well as PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are processed securely at checkout in the currency applicable to your selected market.

You can read our full Payment Policy here. If you have specific questions about how your payment is processed or need a receipt, feel free to contact us at support@buylumix.com.

We are unable to accept change of mind returns. All sales are final. If your order arrives damaged, defective, or incorrect, you have 5 days from the date of delivery to contact us at support@buylumix.com with your order number, clear photos, and a short video of the item, its packaging, and the shipping label. Please do not send items back before contacting us first.

If your item arrives damaged, defective, or incorrect, Lumix will reimburse reasonable return shipping costs once the issue has been reviewed and confirmed. Please retain your postage receipt so that costs can be repaid.

If something arrives damaged, defective, or incorrect, please contact us within 5 days of delivery at support@buylumix.com with your order number and clear photos and a short video showing the item, its packaging, and the shipping label. Once we verify the problem, we will arrange a replacement with a fault-free item, a price reduction or partial refund, a store credit, or a full refund depending on the nature of the issue and stock availability. Please do not return any items before contacting us first.

You can view our full Shipping Policy, Refund Policy, Privacy Policy, Terms of Service, and Payment Policy using the policy links in our website footer. If you need help finding any policy, contact us at support@buylumix.com.