Shipping policy
LUMENS – SHIPPING POLICY
Last updated: 19 August 2026
1. WHERE WE SHIP
We ship within the United Arab Emirates only – all seven emirates, including Dubai, Abu Dhabi, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah.
We do not currently ship outside the UAE. If you are ordering from abroad, please contact us before placing your order.
2. SHIPPING FEES
Our rates are flat, and the full amount is shown at checkout before you pay:
- Orders under AED 300 – AED 10 flat rate
- Orders of AED 300 or more – free shipping
There are no hidden handling charges, fuel surcharges or per-item fees. The total you see at checkout is the total you pay.
3. ORDER PROCESSING
Orders are processed within 1–3 business days, excluding weekends and public holidays. Orders placed after business hours are processed on the next working day.
All of our stock is held in our own warehouse here in the UAE. Nothing on this site ships from overseas, and nothing is drop-shipped.
During peak seasons or promotional periods, processing may take slightly longer. We will tell you if that applies to your order.
4. DELIVERY TIME
Once dispatched, delivery within the UAE typically takes 1–3 business days.
Delivery times are estimates, not guarantees. They may vary because of courier delays, public holidays, weather conditions, or remote and restricted-access addresses. Lumens is not responsible for delays caused by third-party carriers once a parcel has left us.
5. CASH ON DELIVERY
Cash on Delivery (COD) is available at checkout for UAE orders. You pay the courier in cash when your order arrives.
We do not charge a COD handling fee. The rates in section 2 are the only delivery charge you pay, whether you pay online or in cash at the door. Some UAE retailers add a service charge for paying in cash – we do not.
6. ORDER TRACKING
Once your order ships, you will receive a confirmation email with your tracking number. Tracking is provided by the courier and can take 24–48 hours to show its first update. If your tracking has not moved after 48 hours, contact us and we will chase it.
7. FAILED DELIVERY AND RETURNED PARCELS
If a parcel is returned to us because of an incorrect or incomplete address, repeated failed delivery attempts, or refusal to accept delivery, the customer may be responsible for the cost of re-shipping.
Please check that your delivery address and mobile number are correct at checkout. UAE couriers rely on a phone call to complete most deliveries.
8. DAMAGED OR LOST PARCELS
Please inspect your order on arrival. If your parcel arrives damaged, or does not arrive at all, contact us within 7 days of the delivery date.
To open a claim we may ask for photos of the outer packaging, photos of the damaged item, and your order number. We will review and resolve the claim with the courier – you deal with us, not with the carrier.
9. LITHIUM BATTERIES
Most products we sell contain or ship with lithium-ion batteries. All parcels are packed and dispatched in line with UAE domestic transport rules for lithium cells.
If you plan to fly with a torch or a spare cell, our guide to flying with flashlights and UAE lithium battery rules explains what airlines allow in cabin and checked baggage.
10. RETURNS
Shipping charges are separate from returns. For return windows, condition requirements and who pays return postage, please see our Refund Policy.
11. CONTACT
For any shipping question, WhatsApp us on +971 56 863 5587 or email seller@lumens.ae. We answer during UAE business hours.
