How do I make a purchase?
Once you have found an image you like, select your image and use the 'BUY NOW' button to see it in greater detail. Choose your print size and select the type of paper you want the print on (normal or deckled). Lastly, if you want to have it framed, choose the frame type 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.
Can I change my shipping address after an order has been dispatched?
No, sorry. We are unable to redirect orders to a different address after dispatch.
Can I add items to an existing order?
Usually, yes. It is normally possible to combine orders or add items to an existing order. Please contact us if you would like to add to an existing order. Please note that this may occur additional shipping charges which we can advise you of at the time. Payment for these will need to be made via bank transfer or PayPal.
How soon will I receive my order?
Lumitrix fine art prints will dispatch within 3-5 working days, and framed artwork will ship within 15-20 working days.
What happens if I don't receive my order?
Once your order has been shipped, you will receive an email confirmation. If your order hasn't reached you within 5-7 business days for a print, (or 15-17 days for a framed print ) 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 note that Lumitrix is not responsible for any delays due to the postal or courier system.
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 delivery address.
Where can I hang my artwork?
We recommend you do not hang your print in direct sunlight as this will cause fading to occur. Lumitrix cannot be held responsible for such damage. Our wooden box frames are not suitable for bathrooms or areas where a great deal of condensation occurs, but happily our Perspex frames are.
Will I be charged any additional taxes or duties for shipping outside of the UK?
International shipments may be held by your local customs authority for an additional time for an assessment of duty fees or sales tax. Unfortunately, we currently don't offer Delivery Duty Paid services to international regions, including the European Union.
As the recipient, you will therefore be liable for all import duties, customs and local sales taxes levied by the country you are shipping to. Payment of these may be necessary to release your order. If you have any questions, please do not hesitate to contact us at email@example.com, or via our contact form and we'll be happy to advise further.
Can I exchange an item?
Yes. To exchange an item, simply get in touch with us and specify the new image you require. Please note that you must cover the cost of the return shipment, and ensure the original artwork is returned to us in its original condition.
Can I exchange a Christmas present?
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.
Can I return an item?
Obviously we want all our customers to love their purchases, but we understand that sometimes things don't always work out the way you planned. If for any reason you are not satisfied with your purchase from Lumitrix please email us at firstname.lastname@example.org.
Under the Distance Selling Regulations, EU customers have seven working days (beginning the day after receipt) to cancel your purchase. On receipt of your notice of contract cancellation, our customer care team will email you a Returns Merchandise Authorization (RMA) number. Please make note of this and include a record in your return so we can process your refund promptly. All items must be returned unused, in their original condition and from the country the order was delivered to.
A point to note: we recommend that you insure the return shipment as you are liable for damage to the goods until they are received by Lumitrix. We also recommend that you use a secure, trackable means to return your order to us, and ensure you retain proof of sending in case of a dispute. The customer must cover the cost of the return shipment.
Fine art prints are to be returned to;
Lumitrix Ltd, The Studio, 25 Barlby Road, London, W10 6AN.
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.
Is the Covid-19 outbreak affecting delivery times?
Currently we are maintaining a normal service whilst adhering to the government advice. Delivery times are currently running at slight delay of a day or two. To check the status of your order please do not hesitate to contact one of the team - email@example.com
Where do you ship to, and what does it cost?
We ship all over the world. Our shipping prices are calculated depending on size and weight and costs are automatically added at checkout. For a summary of our delivery costs please see the chart below as a guide;
How do you package your orders?
We package our products with a lot of love and care to make sure they arrive in perfect condition.
All our prints are rolled by hand and wrapped in tissue paper before being inserted into our branded tubes. We can send up to 3 prints per tube if we receive a multiple print order.
All our framed prints are hand wrapped with corner inserts that lock the frame in position and are encased in high quality telescopic handbound boxes. We frame all our prints using acrylic rather than glass to avoid breakages.
Fine Art Prints
All our Fine Art prints are rolled by hand and wrapped in tissue paper before being inserted into our branded tubes. They also include a certificate of authenticity. Please see our fine art page for more information.
Fine Art Framed Prints
All our framed prints are hand wrapped with corner inserts that lock the frame in position and are encased in high quality telescopic handbound boxes. We frame all our prints using acrylic rather than glass to avoid breakages. Please see our framing page for more details.
Do you ship to PO Boxes or Freight Forwarding Addresses?
Please note that we are unable to deliver to Post Office boxes. Please visit our Delivery section for more information on countries we ship to and prices.
Do you ship to multiple addresses?
Sorry, but you can 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.
What about customs delays, charges and confiscated items?
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. If you are in any doubt we recommended that you investigate the relevant local laws in your country before placing your order.
Can I buy a gift voucher?
Yes you can. The perfect present for any art lover, our Lumitrix gift vouchers are available in a range of values from £25 to £1000, and can be redeemed in part or in whole against any Lumitrix limited edition print or frame.
A unique gift, every handwritten voucher arrives beautifully packaged in a smart wooden Lumitrix box and includes a pencil and 3m tape measure, ready for that moment when the artwork is ready to hang.
Simply choose the amount you would like to spend and then add your own personal message.
Do gift vouchers expire?
Can I return a gift voucher?
Gift vouchers cannot be returned or exchanged for cash.
Can I use my gift voucher to pay for shipping, delivery and/or taxes?
Your gift voucher can be used to cover all purchasing costs.
What are the office hours?
Our office hours are Monday- Friday 9:30am - 5:30pm (GMT) excluding bank holidays. Please visit our Contact page for more details on how to get in touch.
Can I visit The Studio and see my artwork before I buy?
Visits to The Studio are by appointment only. There is a rolling roster of artwork available to view at The Studio, so if you want to see a specific artwork please check with us when you call to make your appointment.
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 my order include VAT?
All prices are inclusive of VAT (where applicable) at the current UK rate of 20% 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.
How can I tell 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.
What payment methods does Lumitrix accept?
We accept PayPal, Visa, MasterCard, American Express, Visa Debit, Visa Delta and Electron cards. Payment is only debited from your card at time of dispatch. PayPal payments will incur a fee of 2%.
Is it safe to use my credit card online at Lumitrix?
At Lumitrix, your personal online security is very important to us. All orders are processed through a secure checkout system provided by SagePay. 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.
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.