Frequently Asked Questions (FAQ)

Frequently Asked Questions

Everything you need to know about Luma Stone.

Shipping & Delivery

Is shipping really free to Australia?

Yes! We offer Complimentary Shipping (AUD 0.00) on all orders nationwide, with no minimum purchase required.

How long will my order take to arrive?

Orders are processed within 1–3 business days. Once shipped, transit to Australia typically takes 7–12 business days.

Where are the items shipped from?

To offer unique stone pieces at the best value, we ship directly from our international fulfillment centers. Our administrative HQ is located in Ottawa, Canada.

Products & Materials

Will my item look exactly like the photo?

Many of our pieces use natural stone or hand-finished materials. Because of this, slight variations in color, grain, and texture are normal and make your piece uniquely yours.

How do you pack fragile items?

We take extra care with our home decor. Items are secured with professional-grade protective packaging to ensure they survive the journey to your home in perfect condition.

Returns & Refunds

What if my item arrives damaged?

Please contact us immediately at info@luma-stone.com with a photo of the damage. We will arrange a free replacement or a full refund right away.

Can I return an item if I change my mind?

Yes, we have a 30-day return policy. Items must be unused and in their original packaging. Please note that return shipping for change-of-mind is the responsibility of the customer.

Still have questions?

Our concierge team is here to help you elevate your home.

Email: info@luma-stone.com

Response time: Within 24 business hours (Mon-Fri).