PAYMENT AND SHIPPING POLICY

Last updated: November 2, 2026

LumaVeil is operated by ERSOYLAR LTD, a company established in the United Kingdom.

For payment or delivery enquiries, contact ersin.ersoy0722@gmail.com.

1. Payments

We accept the payment methods displayed at checkout. Payments are securely processed through Shopify Payments or the applicable payment provider.

Payment is authorised or collected during checkout, depending on the payment method. An order acknowledgement confirms receipt of your order; order acceptance is governed by our Terms of Service.

Prices for the Canadian market are displayed in Canadian dollars (CAD), unless clearly stated otherwise. Applicable taxes and any charges collected by us are shown before you complete your purchase.

If a payment fails, follow the instructions displayed at checkout or contact your payment provider. If you are unsure whether a payment succeeded, contact us before submitting another order.

Never send full payment card details, security codes or passwords by email.

2. Delivery Destinations and Shipping Charges

We currently offer delivery to eligible addresses in Canada. Address eligibility is confirmed at checkout.

Standard shipping is free for orders covered by our free-shipping offer. Any alternative delivery charges will be displayed before purchase.

Any known customs duties, import taxes or brokerage charges not included in the checkout total will be disclosed before purchase. Where such charges may apply but cannot reasonably be calculated in advance, this will be explained before you order.

3. Order Processing and Delivery Estimates

Order processing time and estimated transit time are provided in the product listing, shipping information or checkout before you place your order.

Processing time covers preparing and dispatching your order. Transit time begins after the parcel is handed to the carrier. Unless expressly stated otherwise, delivery estimates do not mean same-day dispatch or guaranteed arrival.

Where stated, business days exclude weekends and public holidays relevant to the fulfilment location and destination.

Orders may be dispatched directly by our suppliers or fulfilment partners and may travel internationally. We do not represent that all products are stored or dispatched from Canada or the United Kingdom.

If we become aware of a significant delay, we will contact you using the details provided with your order. Your rights concerning late delivery, cancellation and refunds under applicable law remain unaffected.

4. Order Confirmation and Tracking

After placing an order, you will receive an order acknowledgement at the email address provided during checkout.

Tracking details will be sent when available after dispatch. Tracking updates may take time to appear while a carrier processes the parcel or transfers it to a delivery partner.

If you do not receive an expected update, check your spam folder or contact us with your order number.

5. Bundles, Gifts and Separate Parcels

Products purchased together, including promotional gifts, may arrive in separate parcels.

Where an offer includes a free gel eye mask, the selected eligible colour will be included in the order. We will contact you if that selection becomes unavailable rather than substitute a different colour without your agreement.

If part of your order arrives separately, contact us if you need help checking the remaining delivery.

6. Delivery Address and Order Changes

Please provide a complete and accurate delivery address, including your apartment or unit number, postal code and any necessary delivery details.

If you notice an error, contact ersin.ersoy0722@gmail.com immediately. We will try to make changes before dispatch, but changes may not be possible once fulfilment has started.

If a parcel cannot be delivered because of an incorrect or incomplete address, contact us to discuss the available options. Any applicable redelivery charge will be explained before you agree to it.

7. Delayed, Missing or Damaged Orders

If your order is overdue, tracking appears incorrect, or a parcel is marked delivered but cannot be located, contact us promptly. We will investigate with the relevant fulfilment partner or carrier.

If an item arrives damaged, defective or incorrect, email us with:

Your order number.

A description of the issue.

Photos of the item and packaging, where reasonably available.

Keep the packaging while the issue is being investigated, where practical.

You do not have to refuse delivery or obtain a carrier damage report to request assistance. Accepting a parcel does not waive your rights concerning damaged, defective, missing or incorrect goods.

We will arrange an appropriate remedy in accordance with applicable law. Using a supplier or carrier does not remove our responsibilities to you.

8. Cancellations and Refunds

If you wish to cancel, contact us as soon as possible. We will try to stop fulfilment, but cancellation before dispatch may not always be possible.

If we cancel an order because it cannot be fulfilled, we will refund the amount paid for the cancelled items, including any associated delivery charges that must be refunded.

Approved refunds are issued to the original payment method unless otherwise agreed or required by law. We initiate refunds promptly and within applicable legal deadlines. Your bank or payment provider may require additional time to display the credit.

For returns after delivery, please refer to our Return and Refund Policy. Nothing in this policy limits your statutory consumer rights.

9. Contact

Store: LumaVeil
Company: ERSOYLAR LTD
Email: ersin.ersoy0722@gmail.com