FAQ
Welcome to the Luwino Home Frequently Asked Questions page. The answers below cover ordering, shipping, returns, and how to reach us. If something isn't covered here, please contact us.
Question 1: How long will it take to receive my order?
Here are our estimated delivery timelines:
- Order Cutoff Time: 5:00 PM ET (Monday–Friday). Orders placed after the cutoff are processed the next business day.
- Handling Time: 1–2 business days
- Transit Time: 6–10 business days
- Estimated Delivery Time: 7–12 business days
For more details, please review our Shipping Policy.
Question 2: Do you offer free shipping?
Yes — we offer free shipping on all orders within the United States, with no minimum purchase. For more information, please visit our Shipping Policy.
Question 3: Which carriers do you use?
We ship with USPS, UPS, FedEx, and DHL. Carrier selection varies depending on destination, package size, and shipping availability.
Question 4: Where is Luwino Home located?
Luwino Home is a United States-based online business offering a curated selection of home and outdoor lighting with shipping available within the United States.
Question 5: How can I track my order?
Once an order has shipped, a confirmation email is sent containing a tracking number and tracking link. Orders can also be tracked on our Track Your Order page. Please allow 2–5 business days for tracking to begin updating after shipment confirmation.
Question 6: What if I receive a damaged or defective product?
Damaged, defective, or incorrect items can be returned free of charge within 30 days of delivery — return shipping is not charged to the customer. Email info@luwinohome.com with your order number and clear photos and we will arrange a replacement or a refund.
For full details, see our Refund Policy.
Question 7: What if an item is missing from my delivery?
Please contact us within 48 hours of delivery at info@luwinohome.com with your order number and clear photos of the package received, so we can investigate.
Question 8: Can I cancel my order after it's placed?
Yes. Email us at info@luwinohome.com with your order number within 24 hours of placing it. After that window the order may already be moving through fulfillment and can no longer be cancelled, but it can be returned once it arrives.
Question 9: What is the return policy?
We accept returns within 30 days of delivery. Items must be unused and in the same condition they were received, with original packaging, tags, and accessories. We charge no restocking fees. Full details can be found here: Refund Policy.
Question 10: Who pays for return shipping?
If an item arrived damaged, defective, or incorrect, we cover the return shipping. For change-of-mind returns — the wrong item was ordered, or it is no longer wanted — return shipping is the customer's responsibility.
Question 11: When will I receive my refund after returning a product?
Returned items are inspected on arrival. Approved refunds are issued to the original payment method and are typically processed within 5–10 business days. Depending on your bank or payment provider, it may take another 3–10 business days to appear in your account.
For more information, see our Refund Policy.
Question 12: What is the process for exchanging a product?
Exchange instructions are outlined in our Refund Policy. In short, contact us at info@luwinohome.com within 30 days of receiving an order and we'll guide you through the process.
Question 13: What payment methods do you accept?
We accept American Express, Apple Pay, Diners Club, Discover, Google Pay, Maestro, Mastercard, PayPal, Shop Pay, Visa, Venmo, JCB, and UnionPay. All transactions are processed in United States Dollars (USD).
Question 14: Do you ship internationally?
No. At this time, we ship exclusively within the United States.
Question 15: Do you have a physical store location?
No. We are an online-only store, which allows us to keep the range focused and the pricing where it is.
Question 16: Can I place a bulk order for my business or organization?
Yes, bulk orders are available. Please contact our customer support team at info@luwinohome.com for pricing and details.
Question 17: How can I contact customer support?
You can reach our support team through our Contact Us page or by emailing us directly at info@luwinohome.com.
Contact Information
Store Address: 114 Oakland St, Greenfield, Massachusetts 01301, United States
Store Email: info@luwinohome.com
Store Phone: +1 (413) 500-6499
Customer Service Hours: Monday to Friday: 9:00 AM - 5:00 PM (ET)
We do our best to reply to your e-mail within 1-2 business days.