FAQ
Frequently Asked Questions (FAQ)
Welcome to the Lumi Home Help Center. Below you will find answers to the most common questions regarding our products, orders, shipping, and returns.
1. General & Business Information
Who operates Lumi Home?
Lumi Home is owned and operated by YELI LOKO LLC (Business ID: 6683282), a legally registered company in New Mexico with operating headquarters at 333 Fremont Street, San Francisco, CA 94105, USA.
How can I contact customer support?
You can reach us by email at info@lumiihome.store or call us at +1 (628) 222-2133. Our support team is available Monday to Friday, 9:00 AM – 6:00 PM EST. We aim to respond within 24 business hours.
2. Orders & Payments
What payment methods do you accept?
We accept Visa, Mastercard, American Express (AMEX), Apple Pay, and PayPal. All payments are processed in US Dollars ($ USD) through secure, 256-bit SSL encrypted checkout channels.
Will I be charged sales tax or hidden fees?
There are no hidden fees. Any applicable sales tax will be calculated and displayed clearly at checkout based on your delivery address.
Can I change or cancel my order?
If you need to update or cancel your order, please contact us immediately at info@lumiihome.store within 2 hours of placing it. Once an order enters processing, changes cannot be guaranteed.
3. Shipping & Delivery
Where do you ship?
We ship exclusively to physical addresses within the 50 United States. We do not ship internationally, to US territories, or to APO/FPO addresses at this time.
How much does shipping cost?
- Orders under $1,000.00: Flat rate of $9.99 USD.
- Orders $1,000.00 and above: FREE standard shipping ($0.00).
How long does delivery take?
Total estimated delivery time is 5 to 8 business days across the US:
- Handling / Processing Time: 1 – 2 business days (Mon – Fri)
- Transit / Shipping Time: 4 – 6 business days (Mon – Fri)
Which carriers do you use?
We ship packages using trusted carriers including USPS and UPS.
How do I track my order?
Once your package ships, you will automatically receive a confirmation email containing a tracking number and a link to monitor your delivery status in real-time.
4. Returns & Refunds
What is your return policy?
We offer a 30-day return window from the date your package is delivered. Items must be brand new, unused, unwashed, and in their original packaging with all tags attached.
Are there any restocking fees?
No, we do not charge any restocking fees ($0.00).
Who pays for return shipping?
- Change of Mind / Standard Returns: The customer is responsible for purchasing the return shipping label.
- Defective or Damaged Items: Lumi Home covers full costs and provides a free replacement.
How do I start a return?
Please email our team at info@lumiihome.store with your order number. We will provide you with return instructions and the official return warehouse address. Returns must be mailed back using a trackable shipping service.
When will I receive my refund?
Once your return is delivered to our warehouse, it takes 3–5 business days to inspect. Upon approval, your refund will be issued back to your original payment method within 5–10 business days.
What should I do if my item arrives damaged?
If your order arrives damaged or defective, please contact us within 48 hours of delivery at info@lumiihome.store with photos of the damaged item and packaging. We will send a free replacement upon verification.