Customer Info
Ways to order
Our customer care team can take your order and answer any queries Monday to Friday from 9:30am to 5:30pm.
If we receive your order during working hours it will usually be dispatched the same day, maybe the next working day if we’re busy. Please bear this in mind when working out delivery times. Here's how to order:
Online: From this website
Phone: Lumie Careline 01954 780500
Post: Send an order form to FREEPOST CB1071, Bar Hill, Cambridge, CB23 8UD - no need for a stamp
Fax: Send an order form to 01954 780510
If we have your email address then we’ll let you know when your order is on its way and include any courier information.
Payment options
You can pay for your goods in any of the following ways:
Card: Payment is not taken until your order is ready to be dispatched. We accept Visa, Mastercard, Solo and Connect cards.
Cheque: Please make cheques payable to ‘Lumie’.
Cash: If you’re collecting something in person then we can also accept cash payments. No cash in the post though please!
Instalments: We can arrange for you to spread the cost over three instalments - please phone the Lumie Careline for more information.
Delivery charges
The following delivery charges apply to the UK mainland and Northern Ireland. Deliveries to the Channel Islands may incur extra charges.
Standard delivery: We'll take care of standard delivery costs. All light therapy products are sent using a standard courier service; small items like bulbs are sent using Royal Mail First Class post.
£6 for express delivery of any item(s): An optional extra charge for delivery the next working day using an express courier service.
Overseas delivery: Check first to see if you can order from one of our overseas distributors. If you order here on the Lumie website you can find out the delivery charge before you confirm your order.
Please phone the Lumie Careline if you’d like to arrange another delivery service.
Delivery times
The following delivery times apply to the UK mainland and Northern Ireland. Deliveries to some areas such as the islands of Scotland, Scilly Isles, Isle of Man and Channel Islands may take a little longer.
Standard delivery: Takes up to three days. If we receive your order during working hours it will usually be dispatched the same day, maybe the next working day if we’re busy, so please allow four working days for your order to arrive.
Express delivery: For delivery the next working day. If we receive your order during working hours it will leave the same day and be with you the next working day; please don’t leave it too late to order though as our couriers may have already been and gone! If you really do need it quickly and want to be sure, it’s best to give us a ring.
Disclaimer: Once your parcel has been collected from our warehouse the courier - not Lumie - is responsible for getting it to you within the stated time. Please be aware that during busy periods, like Christmas, they may not always be able to deliver when they say they will!
Returns
All our light therapy products are available on 30-day Home Trial. This gives you plenty of time to make sure that your light is right for you and total peace of mind just in case it isn't. It's part of the service and one of the benefits of ordering direct from Lumie.
Cancellation
By law, you also have a 'cooling-off' period, the right to cancel any purchase and receive a full refund by e-mailing or writing to us up to seven working days the day after you receive it. To return any item, please send it securely - the original packaging is best if you have it - to our usual address. Please note that you will be responsible for the cost of returning the goods to us.
Registration
You don't have to register to make a purchase but we do need your email address so that we can send confirmation and dispatch information. If you do register, it will save you entering your address details next time you buy something and with a registered account you can also post comments around the site and on the Forum.
VAT - why do some products include it and others don't?
Seasonal Affective Disorder (SAD) qualifies for VAT relief. Bright lights and visors - but NOT the Bodyclock range - can be purchased at the VAT-free price when you confirm that you are suffering from SAD and that the product is for your own personal use.
You can do this by ticking the appropriate box when you order online; by signing the VAT declaration on our order forms; if you've ordered over the phone, we'll send you a form to sign when we dispatch your order.
The VAT office insists that we collect this information. You don't need a doctor's note; your own signature or that of a parent, guardian, doctor or trustee is acceptable.
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