Frequently Asked Questions (FAQ)

Here you will find answers to the most common questions about shopping with Lupuma. If you cannot find the answer you are looking for, please feel free to contact our support team.

Shipping & Delivery

How long will it take to receive my order? Our estimated total delivery time to the United Kingdom is 6–10 business days. This is calculated as follows:

• Processing Time: 1–2 business days (to pick, pack, and hand over your order).

• Transit time: 5–8 business days (shipping to the UK). Please note that external factors like holidays or customs processing may occasionally cause slight delays.

Do you offer free shipping? Yes! We are happy to offer free standard shipping on all orders delivered to addresses within the United Kingdom. There is no minimum order value required.

Where are your products shipped from? To offer a diverse range of high-quality products—from electronics and toys to fashion—at competitive prices, we utilize an international logistics structure. Our products are shipped directly from our trusted fulfillment partner’s warehouse in Asia. Our partner handles quality control and shipping efficiently, ensuring your items arrive safely in the UK.

Where does Lupuma ship to? Currently, we ship exclusively to addresses within the United Kingdom. We are constantly evaluating new markets, so please check back in the future if you are located elsewhere.

How can I track my order? Once your order has been dispatched, you will receive a shipping confirmation email containing your personal tracking number. You can use this number to check the status of your delivery on our Tracking Page or directly via the carrier’s website. Please allow 24–48 hours for the tracking information to update after receiving the email.

Returns & Refunds

What is your return policy? We offer a 30-day return window from the date of delivery. To be eligible for a return, items must be in new, resellable condition (unused, unwashed, with original tags/packaging).

• Electronics: Must include all accessories and be factory reset.

• Hygiene items: Intimate apparel or opened hygiene products cannot be returned unless defective.

How do I initiate a return? Please do not return items without contacting us first.

1. Email us at support@lupuma.com with your Order Number and the reason for the return.

2. Unser Team wird Ihre Anfrage prüfen und Ihnen eine Rücksendeautorisierung sowie unsere Rücksendeadresse zur Verfügung stellen.

Can I return an item if I simply changed my mind? Yes, we accept returns for "change of mind" within the 30-day window, provided the item is in original condition. In this case, the customer is responsible for the return shipping costs. If the item is defective, damaged, or incorrect, Lupuma will cover the return shipping costs.

Can I exchange an item? We do not offer direct exchanges. If you need a different size, color, or model, the fastest way is to return the unwanted item for a refund and place a new order for the correct item. This ensures you receive your new product as quickly as possible.

When will I receive my refund? Once we receive and inspect your return at our facility, we will process your refund within 5 business days. The credit will automatically be applied to your original payment method. Please note that banks may take additional time to post the funds to your account.

General Information & Contact

Can I cancel my order? We pride ourselves on fast processing. If you wish to cancel, you must contact us within 2 hours of placing the order. Please email support@lupuma.com immediately with the subject line "CANCEL ORDER [Your Order Number]". If the order has already been processed or shipped, it cannot be canceled.

Where is Lupuma located? Lupuma is a European company based in Seligenstadt, Germany. While our headquarters are in Germany, we focus our services specifically on customers in the United Kingdom.

Do you have a physical store? No, Lupuma operates as an online-only retailer. By avoiding the costs of physical storefronts, we are able to offer a wider selection of products and better prices to our customers.

Website Name: Lupuma

Address: Am Reitpfad 23, 63500 Seligenstadt, Germany

Phone: +447482798546

E-mail: support@lupuma.com

Customer Service Hours: Our service hours are Monday to Saturday, 9:00 AM – 3:00 PM (UTC).
We typically respond within 1–2 business days.