Shipping policy

Shipping Cost Overview

Region Shipping Costs Free Shipping Over
Germany €5.90 €129.00
Within the EU €14.90 €249.00
United Kingdom (UK) £19.90 Flat Rate -
Non-EU Countries Customs and import fees may apply -

Return Policy – Step-by-Step Guide

We want you and your dog to be completely satisfied with your new lumiies® products. If something doesn’t fit, you can easily return or exchange your order within 14 days.

➜ Use the Customer Chat – Avoid Returns
To minimize unnecessary returns, our customer chat is available to assist you.

  1. Use our measurement guide to determine your dog's size.
  2. Share your dog's measurements, weight, and breed with us.
  3. Together, we’ll find the perfect size for your dog.

Please only place an order after taking precise measurements of your dog. Every shipment incurs costs, creates packaging waste, and harms the environment. Together, we can save resources and reduce returns.

➜ How to Return:

  1. Register Your Return

    • Register your return in the ➜ Returns Portal.
    • Find all necessary information and download a DHL return label (€5.90, deducted from the refund).
    • Customers bear the return shipping costs.
    • The return label is valid for 14 days after receiving the item.

  2. Pack the Items

    • Pack the items carefully.
    • Products must be clean, unworn, and returned in their original packaging (including foil and hangtags).

  3. Send the Package

    • Send the package promptly.
    • The 14-day return window starts on the day the goods are received.
    • Use the DHL return label or a shipping provider with a tracking number to monitor the shipping status.

  4. Confirmation and Processing

    • Once we receive your return, we’ll process it within 7–10 days and refund your payment.
    • Automated updates are sent via the Returns Portal. If you don’t receive emails, please check your spam folder.

For further assistance, contact us at support@lumiies.com with your order number for a faster resolution, or use our customer chat.

Uncollected Shipments (Parcel Lockers and Collection Points)

After completing your order, we will send you an email with all relevant information regarding your order, shipping progress, and tracking number.
Please check these messages regularly – including your spam/junk folder – and ensure that your email inbox can receive messages (e.g., not full, which can occur with GMX and similar providers).

If a shipment is not collected from a parcel locker or collection point (e.g., post office branch, parcel shop) within the time frame specified by the delivery service and is automatically returned to us, the return shipping costs will be charged to the customer. These costs may be higher than those of a regular return.

If you redirect your shipment to a parcel locker or collection point after dispatch and fail to collect it within the specified time, you are also responsible for any costs incurred.
In this case, both the original shipping costs and the return shipping costs will be borne by the customer.

We therefore recommend monitoring your shipment status regularly and collecting your parcel promptly once it has been delivered to a parcel locker or collection point.

Important Notes

Dirty, worn items or products without original packaging are excluded from exchanges.
Returns not registered in the Returns Portal or sent without proper postage cannot be processed.
Packages received after the return period or sent after the deadline will not be processed.

➜ Insured Shipping for Returns Outside Germany
For returns outside Germany, send the package with tracking and insurance for your safety.
We are not responsible for lost packages without tracking or insurance.

➜ Return Reasons

You can specify a reason for the return or request an exchange in the Returns Portal.
Unsure about the size? Use our customer chat for help!

 

Shipping Costs Overview

Germany
Shipping Costs: €5.90
Free Shipping Over: €129.00
Notes: Insured shipping with DHL GoGreen and eco-friendly packaging

Outside Germany (within the EU)
Shipping Costs: €14.90
Free Shipping Over: €249.00
Notes: Insured shipping with DHL GoGreen and eco-friendly packaging

Customs & Shipping Information for Non-EU Countries

When shipping to non-EU countries like Switzerland, the UK, Iceland, etc., additional fees such as customs clearance, import duties, or other costs may apply. We are legally required to declare the full paid value of shipments and include an invoice upon request.

Please note: Customs and import procedures are beyond our control. lumiies® is not responsible for additional costs or delays caused by these processes. All international customers are responsible for customs and import fees in the destination country. For more information, please contact your local customs office.

Shipping Information for the United Kingdom (UK)

Shipping Costs: £19.90 Flat Rate
Important Note: Customs fees and import processing must be covered by the customer.

Returns from the UK
Shipping fees, return costs, and customs clearance must be borne by the customer.

Why a Returns Portal?

Our Returns Portal makes the process quick and simple.
It allows us to process returns efficiently.
It helps conserve resources.

If you have any questions, our customer chat is here to help. Our goal is to ensure you find the perfect product for your dog from the start.