Frequently Asked Questions
All of our most frequently asked questions in one place. From product details to shipping and returns. Everything you need to know about LLUUMA is right here.
Shipping and Delivery
1. What countries do you ship to?
We currently ship worldwide and offer free shipping across the EU on every order. No minimum spend required. For the rest of the world, shipping costs and delivery times are calculated at checkout, based on your location.
2. How long does delivery take?
Our standard delivery time is 5–12 business days, depending on your location. Please note that customs processing or local carrier delays may affect timing.
3. When will my order be shipped?
We aim to process all orders within 1–2 business days. Once your order has been packed and handed to the carrier, you’ll receive a confirmation email with your tracking link.
Refund and Returns
1. What is your return policy?
You can return your LLUUMA bag within 30 days of receiving it, as long as it’s unused and in its original packaging. We cannot accept returns for used or worn items due to hygiene and quality standards. For more detailed information about returns and refunds, please go to our Refund and Return page.
2. How do I initiate a return?
Email us at info@lluuma.com or contact us through the contact page with your order number and reason for return. We’ll guide you through the next steps.
3. Do I have to pay for return shipping?
Yes, return shipping costs are the responsibility of the customer unless the item was damaged or incorrect. Original shipping charges are non-refundable.
4. When will I receive my refund?
Once we receive and inspect your return, we’ll notify you via email. If approved, your refund will be processed to your original payment method within 10 business days.
Product and Details
1. What are the key features of the LLUUMA bag?
The LLUUMA bag is designed for everyday versatility. It’s lightweight, compact, and features:
- A secure zipper closure
- Two small inner pockets for your essentials
- One outer pocket with a magnetic flap for easy access
It balances minimalist style with functional design.
2. Is the bag lightweight?
Yes - the bag is made from durable, lightweight nylon, making it perfect for daily use, travel, or commuting.
3. What fits inside the LLUUMA bag?
Despite its sleek design, the LLUUMA bag can hold your phone, wallet, keys, notebook, other daily essentials - and even a 16-inch laptop. Two small inner pockets, along with an outer pocket, help keep everything organised.
4. Is the bag unisex?
Absolutely. LLUUMA is designed to be worn by anyone - minimal, neutral, and made to complement any style.
Payments
1. What payment methods do you accept?
We accept all major payment methods, including:
- Visa
- MasterCard
- American Express
- PayPal
- Klarna (Pay later options may be available depending on your location)
- Other secure local payment options based on your country
2. Is my payment information secure?
Yes - all payments are processed through trusted, encrypted payment gateways. Your data is protected with SSL encryption and is never stored on our servers.
3. Can I pay in my local currency?
Yes - your currency will be automatically converted at checkout based on your location. All prices are shown in euros (€) by default.
4. Why was my payment declined?
This may happen due to incorrect billing info, insufficient funds, or a block by your bank. We recommend double-checking your details or contacting your bank if the issue persists.
5. Do you offer 'buy now, pay later' options?
Yes - in some countries, Klarna or similar providers may offer pay-later options at checkout. Availability depends on your location and eligibility.
Contact and Support
1. How can I contact LLUUMA?
You can reach us anytime at info@lluuma.com or through filling out the form on the contact page. We aim to respond within 24 hours on business days.
2. Do you offer customer support in different languages?
Yes - we currently offer support in English, Dutch and German.
3. I have an issue with my order. What should I do?
Please email info@lluuma.com or fill in the form on the contact page with your order number and a short description of the issue. We’ll look into it and get back to you as soon as possible.
4. Do you have a phone number or live chat?
At the moment, we handle all support via email to ensure quick and accurate responses.
Others
1. Can I collaborate with LLUUMA?
We’re always open to working with creators, stylists, or brands that share our values. If you’re interested in a collaboration, reach out to us at oskar@lluuma.com or through the contact page with your idea or portfolio.
2. I'm a content creator or influencer. Can we work together?
Possibly! We love connecting with people who align with our aesthetic and values. Send us an email at oskar@lluuma.com, through the contact page or tag us on Instagram @lluuma_official - we’re always watching.
3. Do you offer press materials or interviews?
For press inquiries, please contact oskar@lluuma.com. We’d love to share our story.
4. My question is not here... What can I do?
No worries! We're here to help. If your question wasn’t covered in the FAQ, feel free to reach out to our team at info@lluuma.com or contact us through the contact page. We’re happy to provide the answers you need! We strive to respond as quickly as possible.
Shipping
We offer free shipping on all orders, anywhere in the EU.
Secure payment
Your payment information is processed securely.
Contact us
We are here to help. Just send us an e-mail at info@lluuma.com.
Shipping
We offer free shipping on all orders, anywhere in the EU.
Secure payment
Your payment information is processed securely.
Contact us
We are here to help. Just send us an e-mail at info@lluuma.com.