Support

If you can’t find what you’re looking for, contact Lumie Customer Care. We're here to answer any questions on light therapy, our products and service.
Drop us a line on info@lumie.com

Frequently asked questions

How does your Standard delivery service work in the UK?

ORDERS over £35 - FREE standard delivery within 3 working days. Orders received by 3:30pm on a working day will usually be shipped the same day.

ORDERS under £35 - Standard delivery costs £4.20 (£3.50 +VAT) and is usually Royal Mail 2nd Class. Allow up to 3 working days. Orders received by 3:30pm on a working day will usually be shipped the same day.

    How does your UK Express delivery service work?

    For UK delivery next working day choose Express delivery at the checkout. This costs £7.80 (£6.50 + VAT). Order by 3:30pm on a working day. 

    • A working day is Monday to Friday, excluding Bank Holidays.
    • UK inc. Northern Ireland, highlands and islands of Scotland, Scilly Isles; it does not include Channel Islands or Isle of Man. Delivery to outlying areas may take a little longer.
    • Delivery is the responsibility of the courier, not Lumie. There may be delays, particularly before Christmas or if the weather is bad.

    Do you deliver outside of the UK?

    We currently only ship the following products to Europe (EU and non-EU): Sunrise AlarmBedbug and Halo. You can check the shipping costs before you confirm your order. At present, we do not offer shipping outside UK and Europe

    Please note, 45-day trial is not available outside the UK.

    If you decide to return a product for any reason, it is your responsibility to pay for shipping back to the UK.

    Alternatively, you can order from one of our International Stockists and benefit from local advice and support.

    What should I do if my order hasn’t been delivered yet?

    Please allow the full 3 working days for your order to arrive. During very busy periods or bad weather conditions delivery can sometimes take a little longer. If your order has been sent via Royal Mail please allow a couple of extra days and then contact us on info@lumie.com if you still haven’t received it.

    If your order has been shipped via DPD, you can track your order on their website to see its whereabouts.

    What happens if I’m not in when my order arrives?

    When ordering you are given the option to enter any special delivery instructions, for example, ‘If out, please leave with a neighbour or in the front porch.’

    If you’re out when DPD tries to deliver they will leave you a card to show attempted delivery. You can then contact them directly to rearrange delivery on a day that suits you better or select an alternative address. 

    Can I choose a specific time or day for my delivery?

    Express delivery allows you to choose a specific day for delivery, as orders are usually always delivered next working day.

    Unfortunately, you cannot choose a specific time for delivery. However, DPD will provide you with a 1-hour time slot on the morning of your delivery, so you will know when to expect it. 

    Can I have my order delivered to my work address?

    A work address can sometimes be more convenient due to there being someone there to sign for the goods during the day.

    There aren’t any issues with us delivering to a different address to your home address. Please ensure when ordering you enter both your billing and delivery address and we will ensure it is sent to the correct place.

    Can I have my parcel redirected to a different address?

    Yes! Once you receive your tracking details via email or text from DPD, you can go to their website and change the delivery date or delivery address.

    Can I track the delivery of my order?

    Once your order has left our warehouse you should receive an email with your tracking details. You can then go on to DPD’s website and enter your tracking number, it will then show you the status of your order.

    Why has my order been returned to Lumie?

    On rare occasions, DPD may have difficulty delivering an item and if the card they leave to show attempted delivery isn’t responded to, the order will be returned to sender.

    Once we receive it, we will contact you straight away to rearrange delivery.

    What is your Returns Policy?

    Our 45-day trial gives you the chance to try a Lumie light for yourself and make sure it's right for you. It is available in the UK only. Full details of the 45-day trial.

    Cancellation

    By law you have a cooling-off period. This is the right to cancel any purchase and receive a full refund by emailing or writing to us up to 14 working days from the day after you receive it. To return any item, please send it securely in the original packaging to: Lumie, 3 The Links, Trafalgar Way, Bar Hill, Cambridge CB23 8UD, UK. You are responsible for the cost of returning the goods to us.

    How do I return something to you from the UK?

    Bodyclock, Clear & Bedbug - Please return your unit in all of its original packing, ensuring you include a covering letter briefly explaining the reason for return and including your name and contact details. Our address for returns is:

    Lumie, 3 The Links, Trafalgar Way, Bar Hill, Cambridge, CB23 8UD

    Once we receive your unit back, we will then process your refund for you.

    SAD lights - We will provide a freepost label for the return of your SAD light. Please return your unit in all of its original packing, ensuring you include a covering letter briefly explaining the reason for return and including your name and contact details.

    Once we receive your unit back, we will then process your refund for you.

    Can I return an item for an exchange instead of a refund?

    Yes, that’s no problem at all. As long as you are returning it within the 45-day trial we can accept your unit back for an exchange to a different model.

    Please return your unit in all of its original packing, ensuring you include a covering letter briefly explaining the reason for return and including your name and contact details. Our address for returns is:

    Lumie, 3 The Links, Trafalgar Way, Bar Hill, Cambridge, CB23 8UD

    Please use our freepost label for the return of any SAD light.

    Once we receive your unit back, we will then process the exchange for you. We will be in touch if we require extra payment.

    I’ve received a faulty item, what should I do?

    If you are experiencing an issue or fault with your purchase, please contact us ASAP on info@lumie.com and we can resolve this swiftly for you. We will of course try to rectify the issue over email first. However if this isn’t possible and you’ve only recently ordered, we can arrange for your item to come back to us and a replacement to be sent out for you. 

    I’m missing an item from my order, what do I do?

    Please contact us directly on info@lumie.com to let us know your order number and the missing item and we will resolve it immediately for you.

    Can I cancel my order after I’ve placed it?

    We usually ship orders on the same day we receive it if the order is placed before 4pm. If you would like to cancel your order, please contact us ASAP on info@lumie.com and we will do our best to cancel it before being dispatched. 

    Can I amend my order after I’ve placed it?

    You can contact us after placing your order on info@lumie.com to let us know a change of address or to let us know how you need to amend your order. We will then be able to adjust this for you.

    What is light therapy and how can it help me?

    Just as sunlight naturally makes you feel good, topping up with extra bright light in the winter months, or when you're stuck indoors, is proven to put you in a better mood and make you feel more awake. Using a lightbox every day makes a big difference to symptoms of SAD such as tiredness, over-eating and a lack of energy and motivation.

    What is Lux?

    Lux is a measure of the intensity of visible light received by the subject at a given point. Since light is brightest and strongest at its source and becomes less intense with distance, the lux level stated for any lightbox is only meaningful if it also says at what distance.

    Lumie Brazil, our most powerful lightbox easily provides 10,000lux at 35cm; smaller lights are less bright and to receive 10,000lux you'd need to have them closer; since that's not always practical or comfortable you simply use them for longer instead. 

    When should I use my light?

    Most people find that light therapy in the mornings works best so, if you are just starting out, try this first. After a week or so, if you're not feeling much different, try introducing another session in the afternoon.

    If you don't have time in the mornings, then using a light in the afternoon will still be better than not using one at all. Try not to use your light late in the evening though (i.e. within 3 hours of going to bed) as you may find it difficult to get to sleep.

    If you have trouble waking up in the mornings, then you should definitely use a dawn simulator. If this isn't enough, then use a light as well even if you only have time for a 10-minute rather than 30-minute session, and again top up later.

    How long should you use it for and how long does it take to work?

    Generally speaking, the brighter the light, the less time it takes to use. Our quickest lightboxes have a treatment time of just 30 minutes a day. We recommend using it every day to experience the maximum benefits.

    You should expect to feel the benefits within the first 1-2 weeks of using the light. We offer a 45-day trial with our products so this should be long enough to determine whether you are going to experience the benefits of light therapy.

    How far away do I need to be from the light?

    We recommend using our lightboxes at approximately an arms’ length away from you. 

    Do I need to stare directly into the light?

    We do not recommend staring directly into the light as you will find this quite uncomfortable due to how bright the light is.

    Placing the lamp at the correct distance and continuing with your usual daily activities (reading, on the computer, watching tv, eating breakfast etc) is the best and most comfortable way to use the light.

    Is light therapy safe?

    The bright lights used in light therapy are extremely safe and there are no indications that light boxes or light visors cause any damage to the eye. They produce only a tiny amount of UV (ultra-violet) light - much less than normal daylight - so if you are worried about your skin or have been told to avoid UV, this won't be a problem.

    Lumie advise anyone with major eye problems to consult their specialist before starting any form of light therapy.

    Can I wear my glasses?

    Glasses or contact lenses will be fine if they're clear. On the other hand, sunglasses, photo-sensitive or tinted lenses will reduce the effectiveness of light therapy because less light will reach the all-important receptors at the back of your eyes.

    If you fall asleep during a light therapy session you won't get the full benefit either! 

    Can Children use light therapy?

    We do not recommend children under the age of 7 to use our SAD lights, as their eyes are still developing. However, our wake up lights and Lumie Bedbug would be suitable for any age, including babies and young children.

    The light on my Bodyclock has started turning on and off by itself, what can I do to fix this?

    It sounds like you may have accidently put the unit in to 'demo mode'.  This is done by pressing and holding the '+' button for too long (approx. 20 seconds).

    To come out of this mode please press and hold the '-' button for approx. 20 seconds. You should see the display briefly flash.

    I hope this works for you. If you continue to experience an issue, please contact us again.

    I’ve broken the glass lamp cover of my Bodyclock. Can I purchase a replacement lamp cover?

    If you have one of our older models such as Advanced or Elite, you can purchase a replacement lamp cover on our spares section.

    If you have a Bodyclock Luxe (700FM /750DAB) the globe is integrated into the unit and it will need to come back to us for a chargeable repair.

    The cost for this repair will be under £30 including UK postage. Please send the unit back to us at the address below:

    Lumie, 3 The Links, Trafalgar Way, Bar Hill, Cambridge, CB23 8UD

    Please send your product in a suitably sturdy box and include a covering note with reference to the fault and your contact details and address.

    I cannot get the sunset feature to work, can you help?

    First of all, please ensure that you have turned the light on to full brightness before activating the sunset feature button. The light will need to be on first to work properly.

    Once the light is at full brightness and the sunset has been activated the light should slowly dim over the duration you have selected.

    The light doesn’t turn off completely at the end of the sunset, why is that?

    It sounds like you may have the nightlight feature on, which is a different feature to the sunset. This means the light will stay on at a low level throughout the night after the sunset has finished.

    Please make sure this is turned off by entering the settings menu and ensuring you have selected ‘0’ next to nightlight. 

    How many Lux is the Bodyclock range?

    The importance of the Bodyclock is the gradual sunrise and sunset feature, mimicking a natural sunlight to help you to feel more energised and more refreshed. We do not tend to measure Bodyclock in Lux as this is unrealistic due to the distance you would need to sit from the unit.

    Our Bodyclock range measured in Lumens would be around 350.

    The tap snooze feature isn’t working, why could that be?

    If it isn’t working when you tap the lamp cover, please try tapping towards the bottom of the unit, often the bottom is more responsive (front or back of unit) as this is where the receptors are.

    Is it possible to turn the display off during the night?

    You have the option to either keep the display at a low light so the time is visible throughout the night or you can turn it off completely.

    This is the same across all our Bodyclock models.

    Do you still sell halogen bulbs for your older Bodyclock range?

    We still sell replacement 42w Clear Halogen bulbs for our older style Bodyclock range. You can purchase this bulb here.

    Unfortunately, we no longer supply the bulb for Bodyclock Classic, but you should be able to source one elsewhere online. The bulb type you require is a 28w dimmable halogen bulb.

    I need a spare part for my Lumie, do you sell replacement spares?

    Yes, we sell replacement parts including all power leads and bulbs for our non-LED models. They can all be found here.

    I have the old style black Desklamp, do you still sell the bulb?

    Unfortunately, this version of Lumie Desklamp has been discontinued and we no longer supply the bulb for this product as we have been able to source them ourselves.

    Do you still sell halogen bulbs for your older Bodyclock range?

    We still sell replacement 42w Clear Halogen bulbs for our older style Bodyclock range. You can purchase this bulb here

    Unfortunately, we no longer supply the bulb for Bodyclock Classic, but you should be able to source one elsewhere online. The bulb type you require is a 28w dimmable halogen bulb.

    I've broken the glass lamp cover of my Bodyclock. Can I purchase a replacement lamp cover?

    If you have one of our older models such as Advanced or Elite, you can purchase a replacement lamp cover on our spares section

    If you have a Bodyclock Luxe (700FM /750DAB) the globe is integrated into the unit and it will need to come back to us for a chargeable repair.

    The cost for this repair will be under £30 including UK postage. Please send the unit back to us at the address below:

    Lumie, 3 The Links, Trafalgar Way, Bar Hill, Cambridge, CB23 8UD

    Please send your product in a suitably sturdy box and include a covering note with reference to the fault and your contact details and address.

    We have reviewed our processes and with more remote working we have decided that the best way to serve our customers is to handle all enquiries by email going forwards.

    We are open Monday-Friday 9.30am – 5.30pm and we aim to answer your query within 3 hours during our working hours. During our busy season this may be slightly longer, however we will always answer your query within 1 working day.

    We can call you if necessary, but if you have any setup issues please take a look at our ‘How To’ videos which can be found on the individual Bodyclock product pages or on our YouTube Channel. All current operating instructions are available to download - just scroll down and pick the one you need. 

    Our email address is info@lumie.com and we are always happy to help.

    Operating Instructions

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