Delivery & Returns
Every Lumengin bag and keyring is handmade by us in Shrewsbury, and we want it to reach you safely. Here’s everything you need to know about postage, delivery and returns. If you have any questions, just email us at sales@lumengin.co.uk – we’re always happy to help.
Where we deliver
We currently deliver to UK addresses only. If you’d like to order from outside the UK, please contact us at sales@lumengin.co.uk and we’ll see what we can do.
Postage costs
How we send your order depends on what’s in it.
| What’s in your order | How we send it | Cost | Tracked and signed for? | Usually arrives |
|---|---|---|---|---|
| Any order with a bag (including any keyrings in the same order) | Royal Mail Tracked 48 (signed for) | Free (bags, and all orders of £50 or more) | Yes | 2 to 3 working days after dispatch |
| Items £20 or under only (such as keyrings) | Royal Mail 2nd class Large Letter | £2.95 | No | Up to 3 working days after dispatch |
| Items £20 or under only (such as keyrings) | Royal Mail 1st class Large Letter | £3.95 | No | Usually next working day after dispatch |
Lumengin Ltd is not VAT registered, so our prices and postage charges include no VAT. The price you see at checkout is the price you pay.
- Bags and orders of £50 or more ship free. Every UK order with a bag, and every UK order of £50 or more, is sent free by Royal Mail Tracked 48 (signed for). If you add keyrings to the same order, we’ll send everything together in the same tracked, signed-for parcel.
- Items priced £20 or under (such as our keyrings) may be sent by Royal Mail as an untracked Large Letter. They are not tracked and not signed for – this includes an order for a single item at £20 or under. This applies to orders under £50 with no bag.
- Anything priced over £20 is sent by a Royal Mail tracked service, never as an untracked letter, and bags are sent by Royal Mail Tracked 48 (signed for).
When we dispatch
- Items in stock (including bags) are usually dispatched within 2 working days of your order.
- Made-to-order items are dispatched once they’re ready (see below).
Working days are Monday to Friday, excluding UK bank holidays.
Signing for your bag
Bags and orders of £50 or more need a signature on delivery, so please make sure someone will be in to receive it. If no one is available, Royal Mail will usually leave a card explaining how to arrange redelivery or collect your parcel from your local delivery office.
Delivery times are estimates
The delivery times above are Royal Mail’s estimates, not guarantees. Occasionally delays happen that are outside our control, such as postal disruption or bad weather. If we expect a significant delay, we’ll let you know.
Please check your delivery address carefully when you order. If a parcel comes back to us because of an incorrect or incomplete address, we’ll contact you to arrange re-delivery, which may incur a further postage charge.
If your order hasn’t arrived
Untracked orders (items £20 or under, order under £50): please contact us if your order hasn’t arrived 10 working days after its expected delivery date. That means:
- 2nd class: expected within 3 working days of posting, so please contact us if it hasn’t arrived 13 working days after we post it.
- 1st class: usually expected the next working day, so please contact us if it hasn’t arrived 11 working days after we post it.
This is when Royal Mail treats an item as lost and when we can open a claim with them, so items often turn up before then – thank you for your patience.
Tracked orders (bags, items over £20, and orders of £50 or more): you can follow your parcel using the tracking details we send you. Please contact us if:
- the tracking hasn’t shown it as delivered by the end of the expected delivery window (usually 2 to 3 working days after dispatch); or
- the tracking shows it as delivered but you haven’t received it.
We’ll look into it with Royal Mail straight away. Royal Mail’s same rule applies to claims – it treats an item as lost 10 working days after its expected delivery date – so we may need to wait until then before we can confirm it’s lost.
If your order has been lost in the post, we’ll send a replacement (if available) or give you a full refund.
Made-to-order items
Some of our products can be made in other colours. Made-to-order items are made especially for you, so:
- the lead time depends on our workload at the time, and we’ll agree an estimated completion date with you when you place your order;
- they’re paid for in full, up front, at the time of order;
- they can’t be returned just because you’ve changed your mind – but if a made-to-order item is faulty or not as described, your rights are exactly the same as for any other item (see “If something’s wrong” below).
Changed your mind?
We want you to love your Lumengin piece. If you don’t, you can cancel your order under the Consumer Contracts Regulations 2013:
- 14 days to let us know: you can cancel at any time from placing your order until 14 days after the day you receive it. Just email us at sales@lumengin.co.uk – you don’t need to give a reason.
- 14 more days to send it back: once you’ve told us, you have a further 14 days to post the item back to us.
- Return postage: you’ll need to pay the cost of returning the item, unless it’s faulty or not as described (in which case we’ll pay).
- Condition: please return items unused and in their original condition, with any packaging and tags. You’re welcome to handle and look at the item as you would in a shop. If it’s been used or handled more than that and its value has gone down as a result, we may reduce your refund to reflect the loss in value.
Made-to-order items in custom colours can’t be returned for a change of mind (see above).
Where to send returns
Lumengin Ltd, 21 Hunter Street, Shrewsbury, Shropshire, SY3 8QN
We recommend using a tracked, insured service and keeping your proof of postage, as the item is your responsibility until it reaches us.
Refunds
We’ll refund you within 14 days of receiving your return (or within 14 days of you showing us proof that you’ve sent it back, if that’s sooner). Your refund includes the price of the item and the standard postage you originally paid (if you chose a more expensive option, such as 1st class, we refund the cost of our cheapest standard option). Refunds go back to your original payment method.
If something’s wrong
We take a lot of care over every piece, but if something isn’t right, please email us at sales@lumengin.co.uk as soon as possible, ideally with a photo.
Your rights under the Consumer Rights Act 2015 always apply:
- Within 30 days: if your item is faulty, you can reject it for a full refund.
- Within 6 months: if a fault appears, we’ll repair or replace it. If that doesn’t work or isn’t possible, you can have a refund or a price reduction.
- After 6 months: you may still be entitled to a repair, replacement or refund, but you may need to show the fault was there when the item was delivered.
If an item is faulty, we’ll cover the reasonable cost of returning it to us. Nothing on this page affects your statutory rights.
A note about handmade leather
Leather is a natural material, so the grain, texture, markings and colour vary from piece to piece and may differ a little from our photos. Screens also display colours differently, so the colour you see may not exactly match the item you receive. These natural variations are part of what makes each piece unique – they’re not faults.
The small print
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