Help Centre
Frequently Asked
Everything you might want to know about our made-to-order wall art and custom posters — how they’re made and shipped, pricing, timing and customs, returns and support.
Customs & Delays
Are shipping delays normal for made-to-order items?
Some variation in timing is normal for made-overseas, sea-freighted art. The quality is assured; it’s the *exact* arrival date that can move. Ordering with time to spare is always wise.
Orders & Changes
How do I check the status of my order?
We proactively update you on your order status as it progresses. If you’d like an update at any point, just contact us with your order details.
Can I change my order after placing it?
Because production starts specifically for your order, changes may not be possible once it’s underway. Contact us as early as possible and we’ll help where we can.
Can I cancel my order?
As these are made or ordered specially for you, we generally can’t cancel once production has begun. Please order thoughtfully — and reach out quickly if something’s wrong.
Returns & Refunds
What is your refund policy?
Because pieces are made/ordered specially, we can’t refund for a simple change of mind, or because delivery is taking longer than expected. We do guarantee either delivery or a refund if a shipment is lost, arrives damaged, or in other genuinely justifiable circumstances — assessed at our discretion.
What if my order arrives damaged?
You’re covered. Contact us with your order number and clear photos and we’ll make it right — repair, replacement or refund as appropriate.
What if my order never arrives?
If a shipment is genuinely lost in transit, our guarantee means you’ll get either the delivery or a refund. We don’t leave you out of pocket for something that failed on the journey.
Can I get a refund because delivery is taking a while?
A longer wait alone isn’t grounds for a refund — sea freight and customs simply take time, and the quality is assured. But if there’s a genuine problem (lost or damaged), we absolutely stand behind it.
Service & Support
How do I contact Lumora Home?
Head to our Contact page and send us your question or order details. We’re happy to help before, during and after your order.
How quickly will you respond?
We aim to reply promptly and to keep communication clear and honest — especially while an order is in transit. You’ll never be left wondering where things stand.
Do you keep customers updated during long shipping?
Yes — steady, honest updates are our answer to the longer sea-freight journey. Many customers tell us the communication is what made the wait comfortable.
Account & Payment
How do I pay?
Checkout is handled securely on lumorahome.com.au. Payment options (including PayID) are shown at checkout.
Do I need an account to browse or order?
You can browse freely without signing in. Designing custom posters in the studio may ask you to sign in so your creations are saved to your order.
Is my information handled safely?
Yes. We only collect what’s needed to process your order and we handle it responsibly — see our Privacy page for details.