When your order arrives, by destination

Shipping is free. Genuinely.

Every order ships free, to every destination we serve, with no minimum basket and no surcharge for heavy or awkward items. The price on the product page is the price at the till.

We would rather explain why than let it sound like a promotion that expires. Postage on a made-to-order item is real money — between roughly £4 and £26 depending on the piece and the facility that prints it — and we set each retail price with that cost already inside it. Charging you a second time at checkout would be charging twice for the same parcel.

One consequence worth stating plainly: an order of several items is genuinely better value to us than several separate orders, because each parcel carries its own postage. That is why the sets are discounted rather than the shipping.

Production times

Nothing is held in stock. Production starts once you approve the artwork and is separate from transit. Items made in different facilities may arrive in separate parcels on different days — that is normal, not a sign something is missing.

Embroidery is slower than print because each design has to be digitised into stitch paths before a machine can run it, and every Lumina portrait is a design that has never been stitched before.

Transit times by destination

Working days in transit after despatch, on the tracked services our prices are costed against. Add the production time above to get the door-to-door figure.

Estimates, not guarantees — a carrier delay at a depot is outside anyone's control. What is a guarantee: if a parcel is genuinely lost, we remake and reship it at our cost. See returns and refunds.

Customs and duty

Orders to the European Union are produced inside the EU, so there is no customs clearance, no import VAT and no handling fee to pay on delivery. UK orders are produced in the UK, for the same reason.

Norway and Switzerland sit outside both. Parcels there clear customs on arrival, and local import VAT or a carrier handling fee may be charged by the carrier before delivery. That charge is set by the destination country, not by us, and we do not receive any part of it.

Changing an order

Sizes, finishes and shipping addresses can be changed while an order still reads Received. Once it moves to In production the piece has been committed to a machine and can no longer be modified. Email support@luminaportrait.com with your order number and we will tell you which state it is in.