Policy

Customer Care

Customer Care Policy

At Lumos&Luxe, we are committed to providing exceptional customer care and ensuring that every interaction with our brand is positive and rewarding. Our Customer Care Policy outlines our commitment to customer satisfaction and the standards we uphold in delivering quality service.

1. Communication

We believe in open and transparent communication with our customers. Whether you have a question, concern, or feedback, we are here to listen and respond promptly. You can reach our customer care team through various channels, including email, phone, and social media.

2. Product Quality

We take pride in the quality of our candles and strive to exceed customer expectations with every purchase. If you are not satisfied with your order for any reason, please contact us, and we will do our best to address your concerns and make it right.

3. Order Processing

We aim to process orders efficiently and accurately to ensure timely delivery. If you have any special requests or instructions regarding your order, please let us know, and we will accommodate them to the best of our ability.

4. Returns and Exchanges

If you receive a damaged or defective product, we will gladly replace it or offer a refund. Please contact our customer care team within 14 of receiving your order to initiate a return or exchange. For more information on our return policy, please refer to our website.

5. Customer Feedback

We value your feedback and use it to improve our products and services. Whether you have a suggestion for a new candle scent or a comment about your shopping experience, we want to hear from you. Your input helps us better serve you and other customers in the future.

6. Privacy and Security

We take the privacy and security of your personal information seriously. Any information you provide to us is treated with the utmost confidentiality and is used only for the purposes outlined in our Privacy Policy. We do not sell or share your information with third parties without your consent.

7. Community Engagement

As a member of the community, we actively support local initiatives and charitable causes. We believe in giving back and making a positive impact on the world around us. Follow us on social media to stay updated on our community involvement and how you can get involved.

8. Continuous Improvement

We are committed to continuous improvement and strive to exceed customer expectations at every opportunity. Your satisfaction is our priority, and we welcome your suggestions and ideas for how we can better serve you.

If you have any questions, concerns, or feedback regarding our customer care policy or any aspect of our products and services, please don't hesitate to contact us at info@lumosandluxe.co.uk. Our dedicated customer care team is here to assist you.

This customer care policy reflects our dedication to providing exceptional service and fostering positive relationships with our valued customers. Thank you for choosing Lumos&Luxe.

Privacy & Safety

Lumos&Luxe is committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, use, and disclose personal data when you use our website, sign up or log in to our services, and engage with us on social media.

1. Information We Collect

We may collect and process the following types of personal data:

Identity Data: including your name, username, and title.
Contact Data: including your email address, telephone number, and address.
Account Data: including your username, password, and account preferences.
Transaction Data: including details about purchases you make on our website.
Technical Data: including your IP address, browser type, and device identifiers.
Usage Data: including information about how you use our website and services.
Marketing and Communications Data: including your preferences for receiving marketing communications from us.

2. How We Use Your Information

We use personal data for the following purposes:

To provide and maintain our services, including processing orders and managing customer accounts.
To communicate with you, including responding to inquiries, providing customer support, and sending transactional and marketing communications.
To personalize your experience and improve our website, products, and services.
To comply with legal obligations, such as tax and accounting requirements.

3. Data Sharing

We may share your personal data with third parties in the following circumstances:

With service providers and partners who assist us in operating our website and services, such as payment processors and shipping carriers.
With social media platforms and advertising partners for marketing and promotional purposes.
With law enforcement or regulatory authorities where required by law or to protect our legal rights.
With third parties in connection with a business transaction, such as a merger, acquisition, or sale of assets.

4. Data Retention

We will retain your personal data for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law.

5. Your Rights

You have the following rights regarding your personal data:

The right to access your personal data and receive a copy of it.
The right to request correction of any inaccuracies in your personal data.
The right to request erasure of your personal data under certain circumstances.
The right to object to processing of your personal data or restrict processing in certain situations.
The right to data portability, allowing you to obtain and reuse your personal data for your own purposes.
The right to withdraw consent to processing of your personal data at any time, where consent is our legal basis for processing.

6. Cookies

We use cookies and similar technologies to collect information about your browsing activities and preferences. You can manage cookies through your browser settings, but please note that disabling cookies may affect the functionality of our website.

7. Contact Us

If you have any questions or concerns about our Privacy Policy or our data practices, please contact us at info@lumosandluxe.co.uk.

8. Updates to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We encourage you to review this Privacy Policy periodically for any updates.

Payment Methods

- Credit / Debit Cards
-Apple Pay

-Google Pay

Payment Methods