FAQ's

  • Why have I not received my item(s)?

Delivery may take anywhere between 12-21 working days, depending on your location, the time of year and the opening hours of your local post office.

**The Item Guarantee Period lasts 60 business days and we offer the buyer a full refund should they have yet to receive anything by then.

  • Who delivers my item(s)?

Every order is handled by our worldwide fulfillment centers and will usually reach you via your local postal service in your location.

  • What time are deliveries usually made?

Items are delivered depending on the local postal system and are usually during business hours. (Monday to Friday, 9 am - 5 pm)

  • What happens if no one is at home?

Don't worry, most of our items will be left in your postbox if they are small enough and if the postman does not have access to your postbox, it will usually be left at your local post office for you to pick up!

  • I messed up my delivery address, what do I do!?

Not to worry, as long as you reach out to us immediately regarding the error in your address, we would be more than happy to change it for you. Just email us your full, correct address along with your order number and we would update your details for you.

  • What about my billing address?

Billing addresses are non-editable to prevent fraud from happening. Please note that all billing details entered and submitted to us are final, no exceptions.

  • I changed my address after receiving shipping confirmation.

I'll do my best to work with you but please understand; Under our terms & conditions, once an order has been sent out from our warehouse, any changes to the order cannot be made and is the sole responsibility of the buyer.

Returns, Exchanges & Refunds

  • I don’t like my item, can I return it?

Returns are accepted within 14 days after delivery IF the item received does not match the description as advertised. Remember, all returns made should be in perfect condition and the return postage is to be paid by the returner. Proof of postage is then be emailed to us as proof of delivery. Then a refund is issued.

**Promotional items are not eligible for returns

  • Can I return the item and change it to something else?

Provided that the returned item is in a perfect condition, exchanges are possible! Please drop us an email and we will sort something out for you.

Order Changes

  • I have changed my mind about my item, what do I do?

If you have changed your mind about your order, please email us ASAP to change the order and we will help sort something out from there. Please note that any order changes will need to be done within 2 hours of the initial purchase.

  • Can I still change my item after receiving the email confirmation?

Unfortunately, no. Once the item has left our warehouse, the order is final and not changeable. Please refer to the "Returns, Exchanges & Refunds" section of this FAQ.

Importation Taxes & Duties

  • What happens if I am charged with import duties?

Your order may be subject to importation duties and taxes, which are levied once a shipment reaches your country. The general amount of the duties and taxes are about 20% of the euro amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your local customs office for specific amounts and percentages.

We cannot control and are not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, on rare occasion, customs agents may delay delivery for some packages.

Refunds & Cancellations

What is your policy on refunds?

All items bought may be returned then refunded by the buyer after the product is delivered, subjected at the discretion and approval of our management, given the following conditions:

  1. Request(s) for returns that fall within 14 days from the delivery date are processed on a case-by-case basis.
  2. All items must be returned in their delivered state, along with all of its parts and tags.
  3. Damaged/defective/wrong items may be exchanged, depending on the sole discretion of the management.
  4. Cancellation of items/orders may be made prior to the completion of orders and the management reserves the right to refuse any cancellation made after shipment of the item(s) and/or after 2 hours of the initial purchase.
  5. The return fee will solely be rendered by the buyer
  6. The management reserves the right to refuse any returns/refunds and each case is subjected to the sole discretion of the firm
  7. The company will not be liable for any errors in shipping addresses provided by the customer and will be subject to the item returning back to us before receiving a refund.
  8. Any change of addresses are subjected to the management's approval and orders that are shipped/completed are strictly non-editable.
  9. Any reshipment of items done must correspond to the address found in the initial order and cannot be changed nor substituted with another address, design or brand of the item. The management reserves the right to refuse reshipments based on incorrect addresses and are not liable for the inaccuracy of address as provided by the buyer.

How long do refunds take?

Refunds may take up to 14 working days, depending. Most of that time is waiting on the system you used to pay with to process your funding.

I still have yet to receive my refund?

Please notify us immediately via email should you have not received it after 14 working days and we will do all we can on our end to sort things out.

Damaged Items:

What do I do if I have received a damaged item?

If you have received a damaged item, please let us know immediately and you would be given a choice for us to re-ship you a replacement item.

Can I return a damaged item?

Unfortunately, we cannot accept any returns for damaged items. However, a reshipment option is available should you wish to avail of this option.

**We are not responsible for any damages caused by wear and tear, submergence into water nor if the item does not fit due to sizing reasons

Other:

Subscriptions

  • Do you subscribe me to any boxes?

No, all of our items are available in one-off purchases and you will not be charged for anything else other than the item you have ordered.

Promotional Items

  • Why do you have some items for free?

We have a strong belief that style should be affordable. We often run temporary promotional free item campaigns where you will just pay for shipping and we then can do a mass fulfillment process to make this possible, similar to a Kickstarter campaign. We get value in cross-selling and hopefully having you come back to us in the future. Each promotion product is shipped right from the specific products manufacturer to bring you the lowest prices, period. This means shipping for each promotional product may vary, expect products to arrive within 14-60 days. If not received please email us at info@luminescentgaming.com.

Emails & Notification

  • Unreceived Confirmation Email.

If you have not received any emails from us confirming your purchase, do let us know immediately via email or our contact form with your full name/shipping address name and we will help sort this out as soon as we can.

Sometimes our emails may end up in your spam/junk or other folders and we would like to ask you to check them before contacting us.

  • I'm unable to view email properly.

If you are unable to view the email from us properly, do get in touch and we will resend you the email.