If you have any questions regarding your purchase, we will do our best to address your concerns. Please get in touch with us via our shop contact form, our online chat, or email us at support@soothylumi.com.

What currency are the prices quoted in?

All prices are quoted in USD. Please note that if you are not based in the US, the bank may do a currency conversion for your purchase.

How much is the shipping fee?

We offer FREE shipping on all orders.

What kinds of payment do you accept?

We accept PayPal, MasterCard, Visa, American Express, and most credit cards. All payments are safe and secured by encryption, and your card details will not be stored.

When will you ship my order?

We will ship your orders within 3 business days if the item is in stock. For more information on shipping and delivery times, please refer to our Shipping Policy.

Do you provide tracking information?

Yes, you will receive your tracking information once your order has been shipped. If you did not receive the email, you can email us at support@soothylumi.com.

Can I cancel my order?

You may cancel your order at any time before it has been shipped. If your order has already been shipped, please refer to our Refund Policy. Please email us at support@soothylumi.com with your request, or login to your customer account to request a cancellation.

How can I track my order?

You may track your order easily using our Order Tracking Page.
You may also login to your account to check the status of your order. 
Or, you can email us at support@soothylumi.com to inquire about your order status. Simply provide us with your order number (check the order confirmation email sent to you) and the email address you used to place your order.

Please note: if you ordered multiple items, the packages may not be delivered at the same time.

My item was broken or incorrect. Can I get a new one?

If you received an incorrect or damaged item, which does not happen often, and you are unable to repair the damage, please contact us via email at support@soothylumi.com as soon as possible. 
Please include a photo proof showing that the product is faulty, damaged or incorrect.

For more information, please refer to our Refund Policy.

My item was lost or stolen.

If the package was shown as delivered to your shipping address, but you did not receive it, please report the loss to us within 14 days of the delivery date.
We will check with the carrier once we have received your report on the lost package and attempt to have it recovered.

Please contact us via email at support@soothylumi.com for assistance.

Please note: we are not responsible for packages delivered to a wrong address due to incorrect or incomplete shipping address as provided by the customer.