Shipping Policy

Last updated: August 18, 2026

This Shipping Policy explains how Eylumi processes and delivers orders. Shipping options, charges, and delivery estimates available for your destination are displayed at checkout.

1. Order processing

Orders are normally processed within 1–3 business days after payment is confirmed. Business days are Monday through Friday, excluding public holidays. Processing may take longer during product launches, promotions, or unusually high order volumes.

Processing time is separate from carrier transit time. An order is not considered shipped until the carrier has accepted it and tracking information has been issued.

2. Shipping options and delivery estimates

Available shipping services, charges, and estimated delivery times are calculated at checkout based on the destination and the contents of the order. Delivery dates are estimates, not guarantees. Weekends, public holidays, customs review, weather, carrier disruptions, and other events outside Eylumi’s reasonable control may affect delivery.

3. Shipping addresses and order changes

Customers are responsible for providing a complete and accurate shipping address, email address, and telephone number. Requests to change an address must be submitted to support@eylumi.com within 12 hours after the order is placed and before the order enters fulfillment, whichever occurs first. A requested change is not guaranteed until Eylumi confirms it in writing.

Eylumi is not responsible for delay, non-delivery, or additional carrier charges caused by an incorrect or incomplete address supplied by the customer. If a parcel is returned to Eylumi, we may offer reshipment after payment of the new shipping charge or, where eligible, a refund less original shipping charges and other non-recoverable carrier costs.

4. Tracking

When tracking is available, a shipping confirmation containing the tracking number will be sent to the email address used at checkout. Tracking may take up to 48 hours to begin updating after the carrier receives the parcel.

5. Customs, duties, and taxes

Unless checkout expressly states that import duties and taxes have been collected, the recipient is responsible for customs duties, import taxes, brokerage charges, and other destination-country fees. These charges are not controlled by Eylumi and are not included in the product price or shipping charge.

A parcel refused or returned because the recipient did not complete customs formalities or pay required charges may be handled as a customer-caused return. Original shipping charges, return-to-sender charges, duties, and other non-recoverable costs may be deducted from any eligible refund, to the extent permitted by law.

6. Delayed, lost, or marked-delivered parcels

If a parcel has not arrived within 14 days after the latest estimated delivery date, or tracking shows delivery but the parcel cannot be located, contact support@eylumi.com promptly with the order number. Customers should first check the delivery address, household members, safe locations, building management, and the local carrier.

Eylumi may ask the customer to cooperate with a carrier investigation or provide a carrier case number. A replacement or refund will be considered after the carrier investigation and according to the circumstances, applicable shipping protection, and mandatory consumer law.

7. Restricted destinations

Eylumi ships only to destinations made available at checkout. We may decline or cancel an order if delivery is unavailable, restricted, or prohibited by law. If Eylumi cancels an order for this reason, amounts paid for the canceled items and related shipping will be refunded.

8. Contact

Questions about shipping may be sent to support@eylumi.com.

Nothing in this policy limits rights that cannot lawfully be excluded under applicable consumer law.