FAQ

Want to find out more about our products? Do you have questions about your order? Here you will find answers to the most frequently asked questions at LUMAS.



Products

What are the different kinds of LUMAS Art Editions?

There are currently four different types of LUMAS Art Editions. Under Master Editions, you will find limited edition, hand-signed works by the most significant contemporary artists. With our Limited Editions, you’re getting hand-signed, limited edition works by established artists and exciting newcomers. Open Editions are unlimited print runs of bestselling images and photography classics in smaller formats. The LUMAS ART NOW collection contains small works of art that come with a greeting card as well as a padded envelope, making them perfect for your own art collection or a long-distance gift.

Can I choose the size of my favorite piece?

Limited Editions are produced in up to three different sizes in agreement with our artists. Open Editions and LUMAS ART NOW works are all available in one set format.

How are the artworks produced?

In most cases, we mount real photographic prints on aluminum Dibond and seal them under acrylic glass. First, the photo print is seamlessly mounted onto an aluminum composite panel (also known as aluminum Dibond). Even in large sizes, this material will not warp. Then we also mount the piece under shatter-resistant, crystal-clear acrylic glass. This protects the photograph and gives it additional brilliance and depth. .

Can I select different mounting and framing options?

Yes. You can choose between 1) an unmounted, unframed photo print, 2) the artist’s recommendations for mounting and/or framing, and 3) our curators’ recommendations.

What frames are available for the art?

You can choose between the mounting and framing options selected by the artists and our curators. Depending on the particular artwork, we offer the perfect floater frame, solid wood frame, showcase frame, photo mount frame, or ArtBox – all in different colors and moulding widths. Our solid wood frames are made at our in-house frame workshop in Germany.

Do you have frames with traditional photo mats?

Yes. Many works are available matted and framed. These are mainly our Open Editions and our Limited Editions of medium size. For our passe-partout mats, we exclusively use high-quality museum card from Hahnemühle, guaranteed to be acid and lignin free.

How can I hang my picture?

Easily, securely, and right away! We deliver every piece with a pre-installed, professional wall-mount. Our LUMAS ART NOW pieces also come with a stand and built-in magnet. Visit our inspiration page for more picture hanging tips.

Why does it say “Bestseller”, “Last Prints”, or “Gallery Only” next to some pieces and what does that mean?

This indicates how many prints of a Limited Edition are left and how they are currently valued. A Limited Edition reaches the Bestseller status when at least half of the print run has been sold. At this time, the original price increases by 25%. Once 75% of the print run has been sold, the price increases 50%. Last Prints are when 10% (or less) of the print run is still available. In this case, the print price increases by 100%. A Gallery Only piece will no longer be produced. You can only find and purchase these in the LUMAS galleries.




Prices

How much do LUMAS artworks cost?

The LUMAS Open Editions start at just £79. Pieces from the LUMAS ART NOW collection are always just £24. Our Limited Editions start at under £300. Prices may vary depending on the mounting and framing options. As more of a Limited Edition print run is sold, the price – and value – of the remaining pieces increases. This value appreciation comes in three tiers: Bestseller, Last Prints, and Gallery Only. Our Master Editions undergo the usual market price fluctuations, which strongly correlate to the demand.




Ordering

Do I need an account to place an order?

No. You can place your order as a guest. While placing an order, you will have an opportunity to log in if you already have a customer account with us. If not, you can proceed as a guest by filling out your address. We will use this as your billing and delivery address – if you want to use a different delivery address, you will have the opportunity to do so in the next step.

Will I receive an order confirmation?

Yes. After you have completed your online order, you will receive an order confirmation by email.

Can I change or cancel my order?

Yes. You can change or cancel your order starting two hours after it has been placed. To do so or for more information, please contact our customer service team at +44 20 3608 7590.




Payment

What methods of payment are accepted?

On uk.lumas.com, you can pay by credit card or PayPal (MasterCard, Visa, American Express). To pay with PayPal, simply log in to your PayPal account when prompted to do so, review your order, and approve the payment. Credit card payment is possible with MasterCard, Visa, and American Express. We use the payment service provider Adyen for credit card payments.

How secure is my online payment?

Your online order is secured using modern SSL encryption. This way, we meet the standards for modern online purchases and always guarantee you the securest of transactions.

How do I purchase a gift certificate?

You can buy Gift Certificates in values of 25, 50, 75, 100, 150, 200, 250, 300, 400, or 500 pounds. You can do this easily online or in one of our galleries. Choose between an instant gift certificate or our LUMAS gift box with a gift certificate. The instant gift certificate is sent to you immediately by email. The elegant LUMAS gift box containing a gift certificate arrives through the post.

How do I redeem a gift certificate or promotional code?

Select an artwork on our website and add it to your shopping cart. During the ordering process, you simply enter your code in the provided field and click “Redeem.” This will automatically deduct the amount of your gift certificate or promotional code from the total price. Alternatively, you can redeem your code in our galleries, as long as it is not part of an online-only promotion.




Shipping & Delivery

How much does shipping cost?

For shipping within the United Kingdom, including specialty art packaging and insurance for your artwork, we apply the following shipping charges:

Longest edge (cm) Standard Delivery
ART NOW £ 3.90
Print £ 12.00
0 - 30 £ 9.90
31 - 60 £ 14.00
61 - 99 £ 14.00
100 - 124 £ 16.00
125 - 200 £ 34.00
201 - 279 Free

For orders with multiple pieces of different sizes, we apply the rate for the largest picture. No shipping fee is charge for books.

How long does it take until my order is delivered?

Delivery takes about 10 workdays. Shipping time can vary depending on the size, weight, and shipping company.

What shipping/delivery options can I choose from?

Our standard is to always ship your art safely in specialty packaging, delivered to the address of your choice.

What else comes in the package?

In addition to the ordered goods, you will find a delivery slip and a guide with practical advice on caring for and hanging your picture.

What shipping partners does LUMAS work with?

We work exclusively with certified shipping partners. These vary depending on the size of the art you order and the country it is being delivered to. DHL, UPS, Hermes, DPD, FedEx, and GLS are among the companies we trust.

To which countries can I have my piece delivered?

When you order on uk.lumas.com, we deliver your order to the United Kingdom.

Can I pick my order up in a LUMAS gallery?

No. We send orders from our online shop directly to you at home.

Can I track my shipment?

Yes. We send you a shipping confirmation including a tracking number that allows you to follow your order’s status all the way to your door.

What happens if my art arrives damaged?

If the art arrives damaged, please contact our customer service team at +44 20 3608 7590 (Mon-Fri, 10am-9pm). We will arrange to pick the piece up at no charge to you. Alternatively, you can bring it in to one of our LUMAS galleries. For documentation purposes, we always need photographic evidence of the damage. After the return is processed, we immediately have a new one produced for you. We dispose of the damaged picture so that it does not affect the limited edition print run.




Returns

Can I return my order?

Yes. If you have purchased a Limited Edition online or in one of our galleries that does not meet your expectations, you can return it within 30 days for any reason. You can have us arrange to pick it up at no cost to you by calling +44 20 3608 7590 (Mon-Fri, 10am-9pm), or simply return it in one of our LUMAS galleries.

Are any artworks excluded from the return policy?

The return policy does not apply to unmounted/unframed photo prints or works with customized mounting/framing. Also, returned artworks must be in original condition without damages or signs of use.

What do I need to know about cancelling/revoking an order?

You can cancel/revoke the purchase within 14 days of receiving the goods. For more info, please contact our customer service team at +44 20 3608 7590, Fax: +49 30 30 30 69 62, or email: info(at)lumas.com. Or use our cancellation form. .

How do I get a refund?

After we have received your cancellation/revocation and/or return, within 14 days, we refund your payments made.




Customer Accounts

What are the benefits of creating a LUMAS customer account?

In your customer account, you can see all of your orders and follow their status. You can save your billing and delivery address there. You can even save multiple delivery addresses, and choose the one you want with a single click with each order. An account also makes it simple to manage your newsletter subscription – you can be the first to receive updates on our new artworks, fascinating background info about the artists, and many exciting offers!

How do I create an account?

You can create your own customer account through the main menu or after placing an order as a guest. In the main menu, click on the person-shaped icon near the top right (if you’re on a mobile device, it is found in the menu that opens with the hamburger button). Then fill out the required fields on the right side (“New to LUMAS?”). If you place an order as a guest, we ask on the confirmation page if you would like to open an account. Select the appropriate checkbox and enter your email address. Afterwards you will receive an email with a link to create a password. You now have access to your customer account! Your last order – as well as the billing and delivery addresses used – will automatically be saved there.




Contact

How can I get more advice?

Our website contains numerous tips on buying amazing wall art. Our Inspiration page is a great place to start. You might also enjoy #MYLUMAS, where you can see how other LUMAS customers display their LUMAS art. Naturally, we are more than happy to offer personal consultations in our galleries.

I still have a question. Whom can I contact?

Your concern wasn’t covered here? Then contact the LUMAS customer service team by email or telephone: +44 20 3608 7590. Our hotline is available Monday to Friday from 10am to 7pm. We are also happy to assist you personally in your local gallery. You can find the locations and opening times on our Galleries page.

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