FAQs

Oh no, I hit the checkout button too soon! Now what?

Please refer to our store policy re: submitted orders.

Oh no, I forgot to enter the promo code and have already submitted my order! Now what?

Please refer to our store policy re: submitted orders.

Can I use more than one promo code at checkout?

Sadly, no. At this time, you can only use one promo code at checkout.

The estimated delivery date of my package has changed to pending. What does this mean?

Couriers are experiencing delays as they put safety first. Their top priority is to do everything possible to keep their people, and the communities we serve, safe. That has meant implementing significant changes right across their operations, following the guidance of national and local public health authorities.

Please continue to check/track your package for updates and thank you for your patience.

My package was forwarded to another address. What should I do?

Orders are shipped to the mailing address that is indicated on the order. Should your package be forwarded to another address, please contact your local post office to inquire and request for the issue to be investigated.
 
Local post office in Canada:
Canada Post – 1-866-607-6301 or online at www.canadapost.ca/chat
 
Local post office in the US:
USPS – 1-800-522-9085

My package is being resent back to the sender. Why is that?

If Canada Post is unable to verify your address, the package is defaulted to be sent back to the sender*. There is a likelihood that the shipping address is either incomplete (ie. missing a unit #) or has conflicting information (includes both street and PO Box address). To ensure this does not happen, please include your apt/unit/suite # if your mailing address is an apartment / condo building or townhouse/commercial complex. Please do not include both PO Box and street address as Canada Post will only recognize one or the other.

*Please kindly note that costs incurred as a result of incomplete and/or inaccurate address will be the responsibility of the buyer. This includes return to sender fee and re-ship to complete address fee.

The shipping method I opted for does not have a tracking number. How do I track my package?

Unfortunately, once your order has been shipped out, neither Lumibella nor our courier will be able to track your package.

I think my package is lost. What should I do?

Please contact your local post office to inquire and request for the lost package to be investigated. If the issue continue to be unresolved, please contact us at hello@lumibella.ca and provide us with your service ticket # so we can follow up with our service provider.
 
Local post office in Canada:
Canada Post – 1-866-607-6301 or online at www.canadapost.ca/chat
 
Local post office in the US:
USPS – 1-800-522-9085

I received my order but it’s incomplete. Now what?

Please contact us at hello@lumibella.ca with your order number and the missing product(s). We will endeavour to resolve this as soon as we can!

I received a damaged product. Now what?

Please contact us at hello@lumibella.ca with your order number and a picture of the damage product(s). We will endeavour to resolve this as soon as we can!

Wait, I still have questions!

If you have a question that we haven’t yet answered on this page, we want to hear from you! Email us at hello@lumibella.ca and we’ll get back to you within 3 - 5 business days.