Can I pay using a bank account?

Yes. You can add bank accounts and credit cards by going to your Billing Settings. Click the “Add new bank account” button and follow the instructions. Once your bank account is added, you will have the option to pay via ACH transfer at checkout.

Your bank account information is not stored on Lumi servers, it is securely encrypted and stored by our payment provider Stripe.

How do I cancel my order?

Contact us as soon as possible. We start working on your order right away, and we cannot cancel orders once they are in progress.

What is a proof?

A proof is an agreement between you and Lumi confirming the design and specifications of your item before it enters production. If anything is missing or not correctly represented on the proof, let us know, otherwise you may not be eligible for a refund/remake if the product does not meet your expectations.

Proofs at Lumi are always provided digitally. The digital proof looks similar to a dieline, but is formatted for manufacturing. Manufacturing will not begin until you approve your proof. All lead times on the Lumi website account for a 24-hour approval process. If it takes longer than 24 hours to approve your proof, your estimated delivery date may be delayed.

Will I get a proof for my order?

It depends on the product. A digital proof is provided for all custom-manufactured items that are quoted through our quoting process.

For products purchased instantly through the Shop, the preview you see in the Editor serves as the digital proof. We may provide a final digital proof if any manufacturing details differ from what you saw in the Editor.

Please review your proof carefully. We will not refund products manufactured correctly according to the proof. We will not cancel orders after you approve the proof.

How do I reorder something I have bought before?

Every item you’ve ordered is saved in your Dashboard. When you login at lumi.com, navigate to the Items view where you can view previously ordered items and reorder them.

What does lead time mean?

The lead time is the number of days or weeks it takes from the time you order a product to the time your product is ready to ship. The lead time does not include the delivery time.

Can you rush orders?

Sometimes, depending on the order status. Contact us with details about your order, and we’ll be in touch. 

Where is my order?

As soon as your order ships, a shipping notification will be sent to the email associated with your account. You can also see all Shipments associated with your account by logging into your Dashboard and navigating to the Shipments view. If you have not received a shipping confirmation, please contact us.

For more questions see our Shipping Help page.

What counts as a business day in the lead time?

Monday through Friday excluding U.S. national holidays.

Can I order more than one size to meet the minimum quantity?

No. The minimum quantity applies to each size or design.

Minimum order quantities (MOQs) can feel like a bummer, but they’re not arbitrary. MOQs are determined by the minimum cost of printing and manufacturing each type of packaging. At Lumi, we’re always working with our factory network to keep processes efficient and minimum order quantities as low as possible. Click here to see MOQs and lead times for all of our products. 

I just got a refund for my order. When will the money return to my account?

Refunds typically appear on your bank statement with 5-10 business days.

I entered my billing address incorrectly. What should I do?

Contact us with the correct address, and we’ll make sure the payment went through.

Can I place an order over the phone?

No. We need your digital file to make your custom product, so we are not able to accept orders over the phone. We’re still here to help! Contact us if you’re having any trouble with the website.