Shipping
Shipping is free on every order, worldwide. There is no minimum spend and no surcharge added at checkout. The price you see on the product page is the price you pay.
Where we ship
We ship to the United States and to a range of international destinations, including Canada, the United Kingdom, Ireland, most of Western Europe, Australia, New Zealand, Japan, South Korea, Singapore, Hong Kong SAR, Israel and the United Arab Emirates. The full list of destinations we can reach is shown in the country selector at checkout — if your country appears there, we can ship to you, and shipping is free.
Delivery times
We don't publish a delivery estimate, and we'd rather explain why than invent a number. Our orders are fulfilled and shipped by a production partner, transit times vary considerably by destination and carrier, and international orders take longer than domestic ones. A figure we couldn't stand behind would be worse than no figure at all.
If you want an expected timeframe before you order, email us at support@lumoracaps.com and we'll tell you what we're actually seeing on recent orders to your region.
Tracking
You'll receive a confirmation email as soon as your order is placed, and a second email with tracking as soon as your parcel is on its way. Tracking can take a few days to begin updating after it's issued, and international tracking often goes quiet while a parcel is in transit between carriers. That's normal and doesn't mean anything has gone wrong.
If tracking hasn't arrived and you think it should have, email us with your order number and we'll look into it.
Customs, duties and import taxes — international orders
This one matters, so please read it before ordering from outside the United States.
Import duties, taxes, VAT/GST and customs handling fees are set by your country's government, not by us. They are not included in the price you pay at checkout, and they are your responsibility as the recipient. We have no control over these charges, we can't predict or estimate them, and we can't refund them.
Your parcel may be held by customs until any charges are paid. If a parcel is refused, abandoned, or returned to us because import charges were not paid, we'll refund the purchase price minus any return shipping costs we incur.
If you're unsure what your country charges on a consumer electronics item of this value, check with your local customs authority before ordering.
Addresses
Please double-check your shipping address at checkout, and include any apartment or unit number. We can usually correct an address before an order enters fulfillment — email us immediately if you spot a mistake. Once a parcel has shipped to an address you supplied we can't reroute it, and orders returned to us as undeliverable due to an incorrect address will be refunded minus any return costs we incur.
Lost, delayed or damaged parcels
If your tracking hasn't moved in a fortnight, or the parcel is marked delivered and you don't have it, email us. We'll investigate with the carrier and make it right — a replacement or a refund, your choice — rather than pointing you at the shipping company.
If your order arrives damaged, email us within 7 days of delivery with a photo. We'll replace or refund it in full and cover any return shipping.
Returns & refunds
You have 30 days from the date your order is delivered to request a return. Email support@lumoracaps.com within that window and we'll take it from there.
How it works
- Email us within 30 days of delivery with your order number and the reason for the return.
- We reply with a return address and instructions, usually within 2 business days. Please wait for that reply before sending anything back — parcels that arrive without it can't reliably be matched to an order, which delays or prevents your refund.
- Send the item back. We recommend a tracked service; you're responsible for the item until it reaches us.
- Once it arrives in resellable condition, we refund the purchase price to your original payment method within 5 business days. Your bank or card issuer may take a further 5–10 days to post it.
Who pays for what
We refund the full purchase price of the product. Return postage is paid by you, and on international returns that can be a meaningful amount — please factor it in before ordering from outside the US. Outbound shipping was free, so nothing is deducted for it. Import duties you already paid are not refundable by us; some countries let you reclaim them directly, so it's worth asking your customs authority.
The exception: if your item arrives damaged, arrives faulty, or isn't what you ordered, we cover return shipping and you choose a full refund or a replacement.
Condition of returned items
The cap needs to come back complete — cap, USB cable and packaging — and in working order. Normal use is expected and completely fine; we assume you actually wore it, and a return isn't penalised for that.
We can't accept items damaged beyond normal use, missing components, or sent back after the 30-day window has closed. If we receive a return in one of those states we'll contact you before making a decision rather than simply refusing it.
An honest note on the 30 days
Light therapy works on the hair growth cycle, which runs in months rather than weeks. Thirty days is not long enough to judge whether the cap has changed your hair, and we won't pretend otherwise. It is long enough to know whether the device works properly, whether it fits, and whether you'll realistically keep using it — which is what most returns are actually about.
Cancellations
Email us as soon as you can. We can usually cancel an order before it enters fulfillment. Once it has shipped, the return process above applies.
Non-returnable
Gift cards and any item marked as a final sale at the time of purchase are not returnable. Everything else in our store is covered by this policy.
Questions before you buy
If you're not sure this is right for your situation, ask first at support@lumoracaps.com. We'd rather talk you out of a purchase that won't suit you than process a return two months later.