Find quick answers to common questions about Homylume
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Ordering, tracking, delivery
Return process, refunds
Product info, warranty
Account, data protection
Payment methods, security
Contact, help, issues
Standard shipping: 2-4 business days
Express shipping: 1-2 business days
Same-day delivery (Bucharest): Available for orders placed before 2 PM
Free shipping is available on orders over β¬50. All deliveries include tracking and SMS notifications.
Yes, we ship to all EU countries with delivery times of 3-8 business days depending on the destination. Free EU shipping is available on orders over β¬100.
Shipping zones:
β’ Zone 1 (DE, AT, HU): β¬9.99, 3-5 days
β’ Zone 2 (FR, IT, NL): β¬12.99, 4-7 days
β’ Zone 3 (ES, PT, PL): β¬15.99, 5-8 days
All prices include VAT and customs handling.
Yes, you can modify or cancel your order for free as long as it hasn't been shipped yet. Once shipped, you can still return the item using our 14-day EU return policy.
To modify your order:
β’ Contact us immediately at support@homylume.shop
β’ Include your order number
β’ Specify the changes needed
We process orders quickly, so contact us as soon as possible.
We're sorry if your package arrives damaged. Report damage within 48 hours of delivery for immediate resolution:
What we need:
β’ Photos of the damaged package and item
β’ Your order number
β’ Description of the damage
What we'll do:
β’ Full refund or replacement (your choice)
β’ Cover return shipping costs
β’ Process resolution within 1 business day
We offer a generous return policy that exceeds EU requirements:
πͺπΊ EU Customers: 14-day return period (required by law)
π Gift purchases: 30-day return period
βοΈ Custom items: 7-day return period (defects only)
What's included:
β’ Free return shipping
β’ Full refund guarantee
β’ No restocking fees
β’ Simple return process
Starting a return is easy and free:
Step 1: Contact us within the return period
β’ Email: returns@homylume.shop
β’ Phone: +40 722 345 678
β’ Online return portal on our website
Step 2: We'll send you a free return label
Step 3: Pack the item and attach the label
Step 4: Drop off at any courier location
Refunds are processed within 5 business days of receiving your return.
Processing time: 1-2 business days after we receive your return
Refund timeframes by payment method:
β’ Credit/Debit Cards: 3-5 business days
β’ PayPal: 1-2 business days
β’ Bank Transfer: 1-3 business days
β’ Cash on Delivery: 5-7 business days
Refunds are always processed to your original payment method. You'll receive email confirmation when the refund is issued.
All our products come with comprehensive warranty protection:
πͺπΊ EU Legal Warranty: 2 years (required by law)
β’ Covers manufacturing defects
β’ Free repair or replacement
β’ Valid across all EU countries
Manufacturer's Warranty: Varies by product
β’ Additional coverage beyond EU requirements
β’ Covers specific product features
β’ Handled directly with manufacturer or through us
Warranty claims are processed free of charge with proof of purchase.
Yes, we take product accuracy very seriously:
Our commitment:
β’ All descriptions are verified and accurate
β’ Images represent actual products
β’ Specifications are manufacturer-confirmed
β’ Reviews and ratings are genuine and unfiltered
If something doesn't match:
β’ Full refund available
β’ Free return shipping
β’ Priority customer service resolution
We maintain editorial independence regardless of advertising partnerships.
Yes, we provide comprehensive technical support:
Pre-purchase support:
β’ Product selection advice
β’ Compatibility questions
β’ Technical specifications
Post-purchase support:
β’ Installation guidance
β’ Troubleshooting help
β’ Warranty claim assistance
β’ Manufacturer liaison
Available through:
β’ Email support (24-hour response)
β’ Phone support (business hours)
β’ Live chat (instant response)
We take data protection seriously and fully comply with GDPR:
π Security measures:
β’ SSL encryption for all data transmission
β’ Secure servers in EU data centers
β’ Regular security audits and updates
β’ Limited staff access on need-to-know basis
π GDPR compliance:
β’ Clear consent for data collection
β’ Right to access your data
β’ Right to correct or delete data
β’ Data portability options
We never sell personal data to third parties.
Yes, you have full control over your personal data under GDPR:
Your GDPR rights:
β’ Access: Request a copy of all data we hold
β’ Rectification: Correct any inaccurate information
β’ Erasure: Delete your data ("right to be forgotten")
β’ Portability: Transfer data to another service
β’ Restriction: Limit how we process your data
How to exercise your rights:
β’ Email: privacy@homylume.shop
β’ Include your full name and email address
β’ Specify which right you want to exercise
β’ We'll respond within 30 days
No, you can order as a guest, but creating an account has benefits:
Guest checkout:
β’ Quick one-time purchases
β’ No account required
β’ Still receive order tracking
β’ Full return policy applies
Account benefits:
β’ Faster future checkouts
β’ Order history and tracking
β’ Wishlist and favorites
β’ Exclusive member discounts
β’ Priority customer support
Account creation is free and takes less than 2 minutes.
We accept all major payment methods for your convenience:
π³ Credit & Debit Cards:
β’ Visa, Mastercard, American Express
β’ Secure 3D authentication
β’ Instant payment processing
π
ΏοΈ Digital Wallets:
β’ PayPal (instant checkout)
β’ Google Pay
β’ Apple Pay
π¦ Bank Transfer:
β’ Direct bank transfer
β’ SEPA payments (EU)
β’ 1-3 business day processing
π° Cash on Delivery:
β’ Available in Romania
β’ Pay when you receive your order
β’ Small handling fee may apply
Yes, we use industry-leading security measures:
π Security features:
β’ SSL encryption for all transactions
β’ PCI DSS compliance (highest standard)
β’ Secure payment processors only
β’ No storage of full card details
π‘οΈ Fraud protection:
β’ Real-time fraud detection
β’ 3D Secure authentication
β’ Address verification system
β’ Secure tokenization technology
β
Certifications:
β’ ISO 27001 certified
β’ GDPR compliant
β’ Regular security audits
Yes, all our prices include VAT as required by EU law:
πͺπΊ EU customers:
β’ All prices include applicable VAT
β’ No hidden fees at checkout
β’ VAT rate depends on your country
β’ VAT invoice provided with every order
π VAT information:
β’ Company VAT number: RO12345678
β’ VAT invoices available in customer account
β’ Business customers can request VAT-exempt pricing
π° Price transparency:
β’ What you see is what you pay
β’ Shipping costs clearly displayed
β’ No surprise charges
We offer multiple ways to get help quickly:
π§ Email Support:
β’ support@homylume.shop
β’ 24-hour response guarantee
β’ Detailed written responses
β’ Available 24/7
π Phone Support:
β’ +40 722 345 678
β’ Monday-Friday: 9:00-18:00 EET
β’ Saturday: 10:00-14:00 EET
β’ Romanian and English support
π¬ Live Chat:
β’ Available on our website
β’ Monday-Friday: 9:00-17:00 EET
β’ Instant responses
β’ Screen sharing available for technical issues
To help us assist you quickly, please include:
For order issues:
β’ Order number (e.g., HL2024001234)
β’ Email address used for the order
β’ Description of the issue
β’ Photos if applicable
For product questions:
β’ Product name or SKU
β’ Specific question or concern
β’ Your intended use case
For technical issues:
β’ Device and browser information
β’ Steps you've already tried
β’ Screenshots of error messages
The more information you provide, the faster we can resolve your issue!
Yes, we stand behind everything we sell:
β
Our guarantee:
β’ 100% satisfaction guarantee
β’ Easy returns and exchanges
β’ Full refund if not satisfied
β’ No questions asked policy
π‘οΈ What's covered:
β’ Product quality and performance
β’ Accurate descriptions and images
β’ Professional customer service
β’ Timely delivery and communication
π― Our commitment:
β’ Resolve issues within 24 hours
β’ Exceed your expectations
β’ Continuous improvement based on feedback
β’ Long-term customer relationships
Our friendly customer support team is here to help you with any questions not covered in this FAQ.
π Business Hours: Mon-Fri 9:00-18:00, Sat 10:00-14:00 EET
π Location: BucureΘti, Romania | πͺπΊ VAT: RO12345678