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FAQ

How do I make a purchase?

Shopping at Lumitrix is easy: If you know what you are looking for, use the 'PHOTOGRAPHERS' links. You can also shop by browsing the ' SUBJECTS' section or indirectly through the 'LUMITRIX LIVING' section.  Once you have found an image you like, select your image and use the 'BUY NOW' button to see it in greater detail.

Review the image in which ever format you have chosen (Fine Art or Lumiprint) and select 'BUY NOW' to the right hand side. You can add further products to your shopping bag through the 'CONTINUE SHOPPING' link.  Click on 'CHECK OUT' to complete your order. 


What are our office hours?

Monday- Friday 9:30am - 5:30pm (GMT) excluding bank holidays. Please visit our Contact page for more details.

 

How soon can I get my order and how much will it cost?

For information on delivery and shipping charges to your destination, view our delivery section.


Where can I hang my artwork?

Please do not place your print in direct sunlight as this will cause fading to occur, for which Lumitrix cannot be responsible. Lumiprints and our wooden box frames are not suitable for bathrooms. Our acrylic dibond frames however are ideal for a bathroom environment.


Where will my order be sent from? 

If you have bought a Lumiprint, it is sent from Campbeltown which really is in quite a remote location on the West Coast of Scotland.  That won't stop our efficiency in getting your order to you though!  If however you have bought a fine art print it is sent from the mecca of digital printing, The Print Foundry, who are based in Essex.

 

What packaging will my order be shipped in?

All fine art prints and Lumiprint orders are carefully rolled and wrapped in tissue paper before being packaged in robust branded Lumitrix shipping tubes.  Framed Lumiprints are bubble wrapped securely with corner inserts that lock the frame in position, and are then encased in high quality telescopic cardboard boxes. Framed fine art prints are crated so as to arrive safely at their destination.

 

Does my order include VAT?

All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the products ordered plus delivery.

 

What payment methods does Lumitrix accept?

We accept Visa, MasterCard, American Express, Visa Debit, Visa Delta and Electron cards. Payment is only debited from your card at time of dispatch.

 

Is it Safe to Use my credit card online at Lumitrix?

At Lumitrix, your personal online security is important to us. All orders are processed through a secure checkout system provided by Sage.  Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.  

For additional security, we have introduced MasterCard® SecureCode?. This service protects your existing card against unauthorised use by prompting you for a private password every time you make a purchase with us. To use this service, you must first register with the bank or other organisation that issued your card. To find out more, visit the MasterCard® SecureCode website

We are unable to offer you the facility to take an order over the phone.

 

Does Lumitrix Ship to Post Office Boxes or Freight Forwarding Addresses?

Please note that we are unable to deliver to Post Office boxes.  For the UAE we have created a delivery route that enables us to deliver straight to your door.  The easiest method is by Shop and Ship who we are partnered with for Middle Eastern deliveries Please visit ou rDelivery section for more information on countries we ship to and prices. 

 

How do I change currency?

We offer the ability to shop in GBP, AED, EURO and USD.  Your currency choice can be made in the top right hand corner of the home page. For all destinations you will be billed in British Pounds. 

  

Does Lumitrix ship to multiple addresses?

You may only ship to one address per order. 

If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address. 

 

How do I know if an item is in stock?

 "Sold Out" is displayed when all editions of one image have been sold. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.


Customs delays, charges, and confiscated articles.

As customs rules in various countries can frequently change this can cause delays.  At times additional charges may even be imposed by the receiving country. Lumitrix is not liable for any additional customs taxes or duties, or if any specific item was prohibited or confiscated by the receiving country.   It is recommended that you investigate the relevant local laws in your country.

 

Can I change my shipping address after my order has been dispatched?

We are unable to redirect orders to a different address after dispatch. Therefore, please ensure you provide a suitable shipping address.

 

Can I add items to an existing order?

It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

 

Where is my order?

We aim to dispatch all Lumiprint orders within 48 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch.  Lumitrix is not responsible for any delays due to the postal system.

We also aim to dispatch all fine art prints within 48 hours, however framed fine art prints take approximately 20 days to process.

Once your order has been shipped, you will receive email confirmation.

If your order hasn't reached you within 15 business days from receiving your shipping email confirmation, the first step is to contact your local post office/courier in case they are holding the package for you.  Please do not hesitate to contact us if you have any concerns regarding the delivery of your order.   When contacting us, please let us know your order number and the full correct delivery address so we can help you as soon as possible.


How do I return or Exchange an item?

If you are a customer based in the EU, you have the right to cancel your order with us under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs). 

Alternatively, you may prefer to return or exchange items. If you wish to return or cancel your order at any point, a full refund will be issued less any transaction fees incurred through either PayPal and credit card fees.  


How long do I have to return an item I was given as a Christmas present if I dont like it?

Any gift bought as a Christmas present has 14 days to be returned.  Taking into consideration all the public holidays around the festive period this means the returned item must be received no later than 10th January for a full refund.

 

Cancelling your order under the Distance Selling Regulations 

If you are based in the EU under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice within seven working days of receipt.

You must notify customer care in writing of your wish to cancel the contract for your entire order under the DSRs within seven working days of receiving your items. Either email theteam@lumitrix.com or write to us at: Notice of Contract Cancellation, Customer Care Department, Lumitrix Ltd, 'The Studio’, 25 Barlby Road, W10 6AN, London..

On receipt of your notice of contract cancellation, customer care will email you a Returns Merchandise Authorisation (RMA) number. Please make note of this and include a record in your return so we can process your refund promptly.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them. We also recommend that you use a secure, trackable means to return your order to us at Lumitrix Ltd, Kildalloig Farm, Campbeltown, Argyll,  PA28 6RE and that you retain proof of sending in case of a dispute.  

Please note that you must cover the cost of the return shipment.  All items must be returned unused, in their original condition and from the country that the order was delivered to.

We will refund the full value of your order less any transaction fees incurred through either PayPal and credit card fees, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost. 


Exchanges

To exchange an item, simply specify the new image you require.  Please note that you must cover the cost of the return shipment. 

 

Returns Policy

Items should be returned new, unused and in their original packaging, as this is considered part of the product. We may not accept merchandise which is not received in the above specified conditions.

The return address is: Lumitrix, Kildalloig Farm,  Campbeltown, PA28 6RE, Scotland.

 

Will I be refunded the full value of my order?

Your refund will either be credited to the original purchaser's credit card or Lumitrix account and will include shipping costs for faulty items or for orders cancelled under the DSRs only. 

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. 

Please be aware that it can take up to 10 days for the refund to appear in your account.


Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.

Please note that Lumitrix may use your contact details to inform you of the latest arrivals and inspiration. If you would prefer not to receive these updates, you can unsubscribe in your email preferences. 

 

How do I buy a gift card? 

Gift cards are available in both physical and virtual form and available in British Pounds (GBP) or USD & EURO equivalent:

  • Select a gift card amount
  • Add the recipient's name, email address and a personal message (optional)
  • The virtual gift card will be sent to the receiver as soon as we have accepted your order and taken payment
  • A delivery receipt is sent to you for your reference

The denominations are £25, £50, £75 and £100. 

 

Once I have placed my order can I amend any details?

To amend your gift card order, please email theteam@lumitrix.com


How will I know if my gift card has been sent?

For virtual gift cards you will receive a dispatch notification email.


Where is my virtual gift card order?

If you have not received a dispatch notification via email, please check your junk/spam folder. Alternatively please email theteam@lumitrix.com. 

 

Do gift cards expire?

Gift cards are valid for 12 months from the time of initial activation. To request an extension of your gift card validation date, email theteam@lumitrix.com.


Can I return a gift card?

Gift cards cannot be returned or exchanged for cash.


Can I use my gift card to pay for shipping, delivery and/or taxes?

Your gift card can be used to cover all purchasing costs.

 

 

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