Why is my order delayed?
Orders in our store are imported from suppliers abroad (Switzerland, the United States, and Asia). Due to international logistics, some factors can cause delays, such as:
Customs Processes: Clearing products from customs may take longer than expected.
International shipping: Delays may occur during air or sea shipping.
High-demand periods: Holidays and promotions can increase order volume, resulting in longer delivery times.
Weather conditions: Extreme weather events may affect the transportation and delivery of products.
Unforeseen situations: Strikes, recesses or other events beyond our control may impact delivery times.
We're working hard to ensure all orders are delivered as quickly as possible. We appreciate your understanding and patience.
Credit card: Usually cleared immediately, but may take up to 2 business days.
Bank slip/Lottery Houses: Compensation within 3 business days.
All delivery times are calculated from payment confirmation.
The tracking code is sent to the email address provided when registering the purchase within 7 business days after payment confirmation.
It may take up to 5 business days for the information to be updated. Please allow this time for your information to appear.
All products are shipped directly from our suppliers abroad (Switzerland, the United States, and Asia), and delivery takes between 7 and 25 business days after posting, depending on the location. Shipping takes place within 7 business days after payment confirmation.
If the product is late and not delivered within 60 business days after posting, we will refund 100% of the amount paid.
Products are shipped by post or another carrier, always with a tracking code. The code is sent to your email as soon as it becomes available.
After receiving the tracking code, you can use it on online tracking tools like 17Track, Muambator, and the Brazilian Postal Service website. Information can take between 5 and 10 business days to appear in the tracking system.
It may take 5-10 business days after shipping for the information to appear in the tracking system.
I placed an order with the wrong/incomplete address.
Please contact us as soon as possible.
Care in Addressing Orders
The store ships products to the address requested by the customer. Please ensure the address is correct when placing your order.
Absent Recipient
Make sure someone will be there to receive the products. The Post Office makes three delivery attempts. If no one is available, the package will be taken to the nearest Post Office branch, where it must be collected within 7 calendar days. Otherwise, the package will be returned to the sender, requiring payment of a new shipping fee.
Incorrect or Incomplete Address
The store is not responsible for incorrect addresses. If the address is incorrect, the package will be returned to the sender, and a new shipping request will be required.
I would like to change the model/color of a product in my order.
You can't change your order after payment. However, you can exchange or cancel it within 7 days of receiving it, according to our return policy.
I would like to cancel an order that I have not yet received.
It's not possible to cancel an order after payment confirmation. You can exchange or cancel it within 7 days of receiving it, according to our return policy.
I would like to cancel/exchange/receive a refund for an order I have already received.
Our exchange policy for dissatisfaction lasts 7 days from receipt of the product, and 30 days for defective products. Follow our return policy guidelines.
My product arrived damaged and I would like to exchange it.
Our exchange policy for defects lasts 7 days from receipt of the product. Follow our return policy guidelines.
I am not satisfied with my product and would like a refund.
Our exchange policy for dissatisfaction lasts 7 days from receipt of the product. Follow our return policy guidelines.
Contact us:
Email: sac@lumezaexpress.com
You can track your orders directly on our website using the order number and/or the email address used to make the purchase. Access the link sent to your email and/or WhatsApp.
Our return policy allows you to return products if you're dissatisfied within 7 days of receipt, and for defects within 30 days. Please follow the guidelines specified in our return policy.
Please contact us so we can investigate the case and, if necessary, issue a refund or resend the product.
Currently, our support is conducted via email to ensure all requests are documented and responded to efficiently.
✔️ Produto adicionado com sucesso.
