FAQ - frequent questions | Luminal Park
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Support and FAQ

Here down below you will find the most frequently asked questions by our users. If you cannot find the answer to your question, please email us at support@luminalpark.com.
Products, prices,offers
Are the items I receive exactly identical to the ones portrayed on the website?

The photos shown on the website truly depict our products, but we would like to highlight the fact that the colors of photos and videos might be perceived differently, depending on the selected screen settings. 

Are the prices shown on the website VAT inclusive?

Yes, all product prices shown on the website are VAT inclusive.

If I purchase several items, do you offer any discounts?

Yes, in some cases you can get a discount by purchasing our "sale product sets". These sale sets are listed in the product page and they consist of more items of the same kind or of a kit of different articles.

Do you offer any discounts to retailers?

We do offer further discounts to retailers and professionals. The discount percentage varies depending on the value purchased and on the purchase frequency. To enter our Business program, please call us on (IT) +39 0386 51209 or send us an email at info@luminalpark.com.

In case my favorite products are back in stock, do I get notified?

In case the product is coming soon, the expected quantity and delivery date will be shown on the product page. You can request to get notified by email as soon as the item will be back in stock again. The expected delivery date may also change without any notice. 

How can I look for a specific product on the website?

Our website is structured so as to allow the easiest and most enjoyable shopping experience. Once a product category is selected, you can sort the results out thanks to filters: in this way the website will display only the articles that match your search and that fit your needs. If you have not found the item you are looking for, please call us on (IT) +39 0386 51209 or send us an email at info@luminalpark.com and our Customer Care Team will be glad to help you!

Can I get a product preview at your headquarters?

Unfortunately we do not own a physical store; therefore we will be glad to help you finding the right product for you by eMail, phone or our social media platforms.

Where can I find your product catalog?

Unfortunately we do not have a "classic" product catalog. In order to keep our product portfolio and the related prices always updated, our products are only viewable on our website. 

Where are your products made?

We design our products in Italy and we produce them in China. All of our items carry the CE mark, that guarantees their conformity to all the European market standards and requirements. Our extremely high quality standards are ensured by many quality control tests: this differentiates Luminal Park products from our competitors.

Create an order
I do not feel safe shopping online, what can I do?

If you feel uncomfortable shopping online, please call us on (IT) +39 0386 51209: our Customer Care Team will be glad to create a new order for you!

How can I order online?

Select an article and click on "Add to cart". If the item selected does not come with a power cord or batteries included, you will be asked to choose the power supply from the related section or to confirm that you do not need one. A small window will open on the right to show you the articles added to your cart. 
Once that you have found all the products needed, please click on the cart symbol at the top right corner and on "View Cart". All the items previously added will be shown, as well as their price, quantity and subtotal. Before confirming your order, you will be given the possibility to add or to remove one or more products and to modify their quantity. 
Go on by selecting your payment method, your delivery method and address, and also your billing address if needed. Check out your data and click on "Send order". 

Where is my order?

Once logged in, you can check the order status on your account. To see your account personal area and information, click on your name on the top right corner of the page. On your account you can check your data and all of your orders. 

How can I cancel, edit or add to my order?

You can ask to cancel or to modify your order by sending us an email at info@luminalpark.com or by calling us on (IT) +39 0386 51209. We will confirm the successful order cancellation via email and we will refund the amount paid. Please note that your order can be modified up until it is processed and prepared for shipping. 

If your order was already prepared for shipping or handed over to the delivery company, it is not possible anymore to cancel it. In any case, you can ask to return the items purchased within 14 days after delivery by sending us an email at info@luminalpark.com or by calling us on (IT) +39 0386 51209.

Do I receive an invoice for my order?

In order to receive an invoice for your order, please enter your VAT number at checkout. It will not be possible to edit your invoice after the order is shipped. In case you cannot provide us with your VAT number and fiscal information, Luminal Park will just send you a receipt. We usually send your invoice by email when your order is dispatched.

Shipment and delivery
How much do I pay for delivery?

The delivery charge is calculated depending on the weight and volume of the goods shipped. The calculated shipping cost is clearly stated at checkout, before that the order can be confirmed and sent. We offer free delivery on all orders over €150.00.

If the goods have already been shipped, can I still change my delivery address?

Once your parcel has been handed over to the delivery company, it is not possible to change your delivery address. It will be again possible to change it only after the first delivery attempt. If your order has still not been processed for dispatch, you can provide us with a new delivery address by sending us an email at info@luminalpark.com or by calling us on (IT) +39 0386 51209.

How long does delivery take?

The delivery usually takes from 1 up to 5 working days after the date of shipping. You can check your shipment status anytime on the page "My orders" within your personal account and also through the tracking link that we emailed to you on the ship date.

Will you call me just before delivery? 

No, the delivery company is not expected to call you before delivery. Nonetheless, we will always send you an email with the link to the tracking page, as soon as the parcel is dispatched. On the tracking page you can check the shipment status and expected delivery date anytime. 

Can I track my shipment?

Sure you can! As soon as the parcel is dispatched, we will send you an email with the link to the tracking page to check the shipment status.

Can I pick up the goods directly from your warehouse?

No, unfortunately it is not allowed to pick up the goods from our warehouse.

Can I choose the courier that will deliver my parcel?

No, unfortunately it is not allowed to choose the company that will deliver your parcel. 

Which delivery address should I choose?

If you choose home delivery, you should provide us with an address where you will be for sure available on the delivery date. 

Delivery companies usually deliver from 9 am to 5 pm, Monday to Friday. On bank holidays the delivery date may vary. During the peak season (Christmas and the holidays) the courier could also attempt to deliver on Saturdays as well. 

If you know you won't be at home to receive your parcel, you can also provide us with a different delivery address (at your friend's house, at work and so on), but please, check carefully the delivery address before placing your order. Note that name and surname of the recipient must be entered correctly, to allow the courier to find him or her by looking at the intercom.

Shipment to an UPS pick-up Access Point
How does delivery to UPS Access Point work?

When placing your order, you can choose to have your package delivered to the nearest UPS shop or UPS Access Point. However, you will be asked to provide your personal details, which will only be used to issue the receipt and to activate the warranty.

Once your order has been shipped, we will send you an email with a link to track your shipment to the UPS Access Point of your choice. You can use this link at any time to track your shipment, check the delivery address, and the days and hours the location is open..

When the courier makes the delivery, he will notify you by e-mail that the package is ready for collection. The package will be available for collection at the UPS Access Point for 10 calendar days. After this date, the package will automatically return to our warehouse.

Before planning to pick up your package, check on which days and during which hours the location is open. Then go to the UPS Access Point with an official identification document (ID card, driving licence or passport) showing the exact name and address of the order holder and the tracking number of the shipment that you received by e-mail.

Returns and refunds
How do I return items?

You can return items without giving any reason to this, but only if the products are still resellable and contained in the original package. To exercise your right of withdrawal, you should inform us by email at info@luminalpark.com within 14 days from the delivery day. 

If I received the wrong item, what can I do?

We are sorry you received the wrong item, we can defintely help! Please email us at info@luminalpark.com within 8 days from the date your order was delivered.

How do I send the goods back to you?

If you received a faulty/damaged product or you want to ask for return, please email us at info@luminalpark.com. We will send you a return document by email that you should put into the package. 

If you want that Luminal Park plans the return for you, let us simply know, and we will explain you what to do. 

You also have the option to choose which carrier you'd like to return your order with. In any case, please select a fully tracked shipping service and provide us with the shipment number. Please send the goods back to:

LUMINAL PARK SRL

VIA PINZONE 24

46025 POGGIO RUSCO - ITALY

Am I getting a refund for the items I returned?

Sure, in case of return as a consequence to right of withdrawal from the contract (within 14 days from delivery), you will get a refund.

We will pay back the cost of the items returned and also the shipping cost (if you chose standard shipping and if you are returning your whole order). The refund will be issued within 14 days from the date on which you expressed your desire to withdraw from the contract. 

If you chose to use a return label provided by Luminal Park, you will only be charged with the return cost (7.00€). The refund will be issued using the same payment method selected to pay your order. 

Can I exchange an item?

To exchange a product, you need to return it to us and to place a new order. You can place the new order both before or after sending us your return. 

Please email us at info@luminalpark.com within 14 days from delivery and explain to us what happened and what would you like to exchange. 

As soon as we receive the returned product, we will pay back its cost and also the shipping cost (if you chose standard shipping and if you are returning your whole order). The refund will be issued within 14 days from the date on which you expressed your desire to exchange the article. The item must be in the same condition you received it and with its original packaging. 

If you chose to use a return label provided by Luminal Park, you will only be charged with the return cost (7.00€). The refund will be issued using the same payment method selected to pay your order.

How is my refund calculated?

If you returned some articles as a consequence to withdrawal from contract (change of mind, exchange of products), we will refund the price paid for each item returned (including sales and offers), plus the shipping cost (if you chose standard shipping and if you returned the whole order). 

If you chose the use a return label provided by Luminal Park, you will be also charged with 7.00€ return cost. If you are using your return label, you won't be charged with any return costs. 

 

If you returned some articles as a consequence of faulty products, we will refund the price paid for each item returned (including sales and offers), plus the shipping cost (if you chose standard shipping and if you returned the whole order).

You can choose both the return label provided by Luminal Park or the one provided by your delivery company, but in any case you won't be charged of any return costs. 

 

Please note that if the original packaging is not in good conditions anymore, we will charge you with the re-packaging cost. Moreover, customized products, money transfer fees and return cost (with your own return label) cannot be refunded. 

How do you issue my refund?

The refund will be issued using the same payment method selected to pay your order.

When do I receive my refund?

Your refund will be issued within 14 days of expressing your withdrawal from contract or communication of faulty item. If you chose not to use a return label provided by Luminal Park, please email us at info@luminalpark.com and send us the tracking number of your return label. 

If you cannot provide us with a tracking number, your refund will be issued within 14 days of having received the returned item. 

When will I see the refund on my bank, PayPal or credit card account?

Once your refund is issued by Luminal Park, how long the transfer will take depends on your bank or credit card company.

Am I getting a refund receipt?

Yes, we will send you the refund receipt per email as soon as your refund is issued. If by placing your order you asked for invoice, we will send you a credit note and not just a refund receipt. 

Can I ask for refund by a different payment method than the one previously chosen to pay my order?

No, unfortunately it is not allowed to issue a refund by using a different payment method than the one previously selected. 

Can I call you and ask for return?

You can call us and ask for it, but then we must ask you to provide us with a written request by email at info@luminalpark.com

Can I ship my return to your warehouse at my expense?

Yes, you can, but please email us at info@luminalpark.com first to inform us and to send us a valid tracking number. We also need to send you our return document, that must be put into the package before shipping. 

Payment
How can I pay for my order?

We accept the following payment methods: credit card (Visa or Mastercard), PayPal, bank transfer.

I cannot pay by Credit Card, something is wrong with either my card or the website. What can I do?

If you cannot pay by Credit Card for any reason, please contact our Customer Care Team to modify the selected payment method.

Can I pay cash?

No, unfortunately cash payments are not allowed.

Warranty
Do you provide any warranty for your products?

All of our products are under a 2 years warranty. In case you receive a faulty product, or if after some time your product is not working anymore, please contact our Customer Care Team: we will check the item for you and replace it for free.

Personal information
How can I edit my personal information on my account?

If you have already ordered on Luminal Park and if you are already registered, you also have received an email from Luminal Park with all of your access data to your personal account. To go to your account and edit your personal information, just click on your name on the top right corner of the page.

If I forgot my password, what can I do?

Please click on "Forgot your password?" and we will send you an email with a link to reset your password. 

I would like to change my email address linked to my Luminal Park account: how can I do?

Please call us on (IT) +39 0386 51209 or send us an email at info@luminalpark.com to ask our Customer Care Team to edit your email address for you. If you have already ordered on Luminal Park and if you are already registered,  simply go to your account and edit your email address just by clicking on your name on the top right corner of the page.

Customer Service active from Monday to Friday from 8:30 to 12:30 and from 14 to 18.
Phone
+39 0386 51 20 9 +39 0386 51 20 9

Operating Headquarters, Warehouse and delivery of correspondence
LUMINAL PARK S.R.L. - Via Abetone Brennero, 149 - 46025 Poggio Rusco (MN)

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