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 and the United States. Our customer support team can be reached by email at support@buylumix.com.

We ship to customers in the United States and Australia. 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 the United States and Australia.

We offer free shipping on all orders to the United States and Australia — 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.

US customers are charged in United States Dollars (USD). Australian customers are charged in Australian Dollars (AUD). The final currency and order total will be shown at checkout before you complete your purchase.

For US customers, prices are shown in USD and are exclusive of applicable sales tax unless otherwise stated. Any applicable sales tax will be calculated and shown at checkout where required. For Australian customers, prices are shown in AUD and include applicable Goods and Services Tax (GST) unless otherwise stated.

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. US customers are charged in USD; Australian customers are charged in AUD.

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.

You may request a return or refund within 30 days of receiving your order. Items must be unused, in their original condition, and returned with all accessories, tags, and original packaging. To initiate a return, please email us at support@buylumix.com with your order number and reason for return. Please do not send items back before contacting us first.

For approved change-of-mind returns, the customer is responsible for return shipping costs. If your item arrives damaged, defective, or incorrect, Lumix will cover the cost of return shipping once the issue has been reviewed and confirmed.

If something arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at support@buylumix.com with your order number and clear photos or a short video showing the issue. Once we verify the problem, we will arrange either a full replacement or a full refund at no cost to you.

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.