FAQs
How long does shipping take?
Orders are processed within 1 to 2 business days after payment. Delivery then takes 4 to 7 business days after dispatch, so the total estimated delivery time is 5 to 9 business days from the time you place your order.
Where do orders ship from?
We work with international fulfillment partners, and your order may be dispatched directly from our fulfillment partners in Asia. Returns for US customers are processed through a returns center in Fort Worth, Texas.
What does shipping cost?
Shipping is free on all orders within the United States. We currently ship to customers in the United States only.
How do I track my order?
Once your order has shipped, we send tracking information by email within 24 hours of dispatch. The carrier may vary depending on the product, fulfillment partner and destination.
What if my package is late or does not arrive?
If your package has not arrived within 15 business days of dispatch, contact us. We will either send a replacement or issue a full refund.
What is the return window?
You may request a return within 30 days of receiving your order. Returns must be authorized before you send anything back — please contact us first, as returns sent without authorization may not be accepted.
Can I cancel an order?
Orders may be cancelled free of charge within 12 hours of being placed, by emailing us. After that window your order may already be processing and may no longer be eligible for cancellation. Once delivered, eligible items can still be returned under our returns policy.
Who pays for return shipping?
For a change of mind or preference, return shipping is the customer's responsibility, and the cost varies with the product, package size, destination and carrier. If an item arrives damaged, defective or incorrect, Lumen Row covers the return shipping.
Are there restocking fees?
No. Lumen Row does not charge restocking fees.
What if my item arrives damaged or defective?
Contact us within 30 days of receiving your order. We may ask for photographs so we can resolve it properly, and depending on the circumstances we will provide a replacement or a full refund at no additional cost to you.
How long do refunds take?
Once your return has been received and inspected, approved refunds are processed within 5 business days to your original payment method. Depending on your bank or payment provider, it may take a further 3 to 5 business days to appear on your statement.
Can I exchange an item instead?
Eligible items may be exchanged for another available variant of the same product, subject to availability. For preference-based exchanges the customer covers return shipping; if we or our fulfillment partner sent the wrong item, we cover it.
Do orders ever arrive in separate parcels?
They can. Because we work with more than one fulfillment partner, items in the same order are not always dispatched together, and tracking may arrive separately.
How do I contact Lumen Row?
Email support@thelumenrow.com or call (629) 288-6241, Monday to Friday, 9:00 AM to 5:00 PM Central Time. Full detail is in our Shipping Policy and Returns & Refund Policy.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Shop Pay, PayPal, Google Pay, and Venmo. The payment options shown at checkout may vary slightly depending on your device and browser. All transactions are processed securely and encrypted by Shopify Payments.