Frequently Asked Questions

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Here are some of the most frequently asked questions when using our Lumea online shop. If your question is not listed here and you are stuck, please don't hesitate to contact us!

How do I register my details?
Simply click on the 'Register' tab on the top task bar of any page. You'll see a prompt screen where you are asked to fill in your personal details. Key in all relevant information and follow the step-by-step process to complete your registration.

I'm a current Lumea credit account customer, where do I obtain my existing credit account number from so I can register and start ordering online?
Just telephone on 0845 601 7532 or email Lumea to request your existing business credit account number. We'll reply as soon as we can. If you have kept any past invoices from us, you'll find your business credit account number will be on them in the top right-hand box. Your credit account number will usually consist of 4 letters followed by 2 digits.

I'm a current Lumea credit account customer and I've registered my credit account number online. Why can't I place an order and charge it to my credit account?
Once you have registered your credit account number on the system, you'll need to wait until this has been verified before you can start placing orders online and charging them to your credit account (normally this verification process takes no longer than 1 working day). In the meantime you can still order, but you'll need to make payment on a credit/debit card.

I'm a Lumea credit account customer and my account has been verified online, but my order has not been despatched. What's happened?
All online orders charged to a verified Lumea credit account are dependant on the account not exceeding its set credit limit. If an account has exceeded its credit limit it will be put on 'hold' and your online order will not be processed until the outstanding invoices have been settled. In this case, we will contact you by phone/email to notify you of the situation.

There may be another reason your order has not yet been processed, for further information please contact Lumea customer services Monday – Friday 9am–5.30pm on 0845 601 7532.

Are my personal/business details safe on your system?
In short, yes! All information registered on our website is accessed only by designated Lumea employees. Data is held on secure servers hosted by a BS 7799/ISO 27001 accredited company. For further information on our data protection policy please see our privacy policy.

Are my credit/debit card payments secure?
Again, the answer is a resounding yes! We use an accredited payment gateway provider called Sage Pay for all credit/debit card payments online. Sage Pay is level 1 PCI DSS compliant and they are a member of the Security Standards Council. For further information on our secure online shopping policy please see our privacy policy.

How do I set up a business credit account with Lumea?
This is not something you can do online. You'll need to contact Lumea by email or phone on 0845 601 7532 during office hours to register your interest in setting up a business credit account with Lumea. You'll be sent some forms to complete and when we have received these back, if all is in order, your business credit account will be set up, with a credit limit. In the meantime, you'll need to pay by a credit/debit card in advance. Please note, the business credit account facility is not available for home-use customers.

I'm a home-use customer, why can't I buy Lumea Liquid Wax Candles?
Lumea Liquid Wax Candles are suitable for business use only and, unfortunately, are not suitable for home use. Please visit Lumea Home for our consumer range of products.

If as a home-use customer you mistakenly order Lumea Liquid Wax Candles, this will be recognised by our order processing team and this product will not be despatched. We will automatically arrange a full refund for this product. If in any doubt, please contact Lumea customer services Monday – Friday 9am–5.30pm on 0845 601 7532

How do I order from outside the UK?
If you'd like to receive Lumea products and are based outside the UK, please contact the Lumea office by email with the products you require and your full postal address so that we may obtain delivery options.

How do I use Lumea's products safely?
Safety is our number one priority here at Lumea. Please read our safety & usage page first and request the appropriate safety data sheets you require. If you need further information, please don't hesitate to contact us.

How do I contact you?
For all our contact details, please view the contact us page.

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