Shipping policy

Shipping Policy for Luminasouq.com

Last Updated: April 08, 2025

At Luminasouq.com, we are committed to delivering your orders efficiently and reliably. This Shipping Policy outlines our shipping process, delivery timelines, costs, and other important details to ensure a smooth shopping experience. Please read this policy carefully before placing an order on our website.

1. General Information

  • Operator: Luminasouq.com is operated by [Your Business Entity Name], a business registered in Pakistan with its principal office at [Your Business Address in Pakistan].
  • Contact: For shipping-related inquiries, please reach out to us at support@luminasouq.com or +923706881833
  • Applicability: This policy applies to all orders placed on Luminasouq.com, whether for delivery within Pakistan or internationally.

2. Order Processing

  • Processing Time: Orders are typically processed within 1–2 business days after payment confirmation. For Cash on Delivery (COD) orders, processing begins once the order is placed.
  • Business Days: Our business days are Monday through Friday, 9 AM to 5 PM PKT, excluding public holidays in Pakistan.
  • Order Confirmation: You will receive an email confirmation with your order details once your order is placed. This does not guarantee shipment; shipment occurs when the order is dispatched, and you will receive a separate shipping confirmation email with tracking details.

3. Delivery Timeline

  • Within Pakistan:
    • We aim to deliver your order within 4 to 5 business days from the date of order confirmation for all orders within Pakistan.
    • Delivery times may vary depending on your location (e.g., urban vs. rural areas) and the availability of our shipping partners.
  • International Orders:
    • For international orders, delivery times may vary depending on the destination country, customs clearance, and the shipping method selected.
    • Estimated delivery times for international orders will be provided at checkout, typically ranging from 7 to 15 business days after shipment.
  • Delays:
    • While we strive to meet the 4 to 5 business day delivery timeline within Pakistan, delays may occur due to factors beyond our control, such as weather conditions, public holidays, strikes, or disruptions in our shipping partners’ services.
    • For international orders, additional delays may occur due to customs processing or local postal services.

4. Shipping Costs

  • Within Pakistan:
    • Shipping costs are calculated based on the weight of your order, your delivery location, and the shipping method selected.
    • Standard shipping fees will be displayed at checkout. For orders above a certain value (e.g., PKR 2,000), we may offer free shipping—check our website for current promotions.
  • International Orders:
    • International shipping costs are calculated based on the destination country, order weight, and shipping method.
    • Additional customs duties, taxes, or import fees may apply, which are the responsibility of the customer and will not be covered by Luminasouq.com.
  • Transparency: All shipping costs will be clearly displayed at checkout before you complete your purchase.

5. Shipping Methods and Partners

  • Within Pakistan:
    • We partner with trusted local courier services in Pakistan, such as TCS, Leopard Courier, and Pakistan Post, to deliver your orders.
    • The specific courier service used for your order will be indicated in your shipping confirmation email.
  • International Orders:
    • For international shipments, we use global courier services such as DHL, FedEx, or Pakistan Post’s international service, depending on the destination and shipping method selected.
  • Tracking:
    • Once your order is shipped, you will receive a tracking link via email to monitor your delivery.
    • If you do not receive a tracking link within 2 business days of your order confirmation, please contact us at support@luminasouq.com.

6. Delivery Process

  • Shipping Address:
    • You are responsible for providing a complete and accurate shipping address at checkout. We are not liable for delays or non-delivery due to incorrect or incomplete addresses.
    • If you need to change your shipping address after placing an order, contact us immediately at support@luminasouq.com. We cannot guarantee address changes once the order has been shipped.
  • Delivery Attempts:
    • Our shipping partners will attempt delivery at least twice at the provided address. If no one is available to receive the order, the courier may leave a note or contact you to schedule a re-delivery.
    • For COD orders, ensure someone is available to receive the order and make the payment in cash.
  • Failed Delivery:
    • If the order cannot be delivered after multiple attempts, it will be returned to us. You will be responsible for any additional shipping costs to resend the order.
    • For international orders, undelivered packages may be subject to additional customs fees or return shipping costs, which are your responsibility.

7. Cash on Delivery (COD) Orders

  • Availability: COD is available for orders within Pakistan, subject to eligibility based on your location and order value.
  • Payment: For COD orders, payment must be made in cash to the courier upon delivery. We do not accept other payment methods for COD orders at the time of delivery.
  • Order Confirmation: COD orders are subject to phone or email verification to confirm the order and delivery details.
  • Non-Delivery: If a COD order is not accepted or payment is not made upon delivery, the order will be returned to us, and you may be responsible for return shipping costs.

8. Risk of Loss

  • The risk of loss or damage to the products transfers to you upon delivery to the shipping address provided.
  • If your order is damaged during transit, please report the issue within 48 hours of delivery by contacting us at support@luminasouq.com with photos of the damaged product and packaging. We will process a replacement or refund as per our Return and Refund Policy.

9. Non-Delivery and Lost Shipments

  • Within Pakistan:
    • If your order is not delivered within 7 business days of the expected delivery date (4 to 5 business days from order confirmation), please contact us at support@luminasouq.com.
    • We will investigate with our shipping partner and either resend the order or issue a full refund, at our discretion.
  • International Orders:
    • If your international order is not delivered within the estimated timeframe provided at checkout, please contact us within 15 business days of the expected delivery date.
    • We will work with the shipping provider to locate the package. If the package is deemed lost, we will resend the order or issue a refund, subject to our discretion.
  • Lost Shipments:
    • A shipment is considered lost if it has not been delivered within 15 business days of the expected delivery date for orders within Pakistan, or 30 business days for international orders.
    • For lost shipments, we will either resend the order at no additional cost or issue a full refund, depending on product availability.

10. Customs and International Shipping

  • Customs Duties and Taxes: For international orders, you are responsible for any customs duties, taxes, or import fees imposed by your country. These fees are not included in the shipping cost or product price and must be paid by you upon delivery.
  • Customs Delays: We are not responsible for delays caused by customs clearance processes in the destination country.
  • Prohibited Items: You are responsible for ensuring that the products you order comply with the import regulations of your country. We are not liable for orders that are seized or rejected by customs authorities.

11. Shipping Restrictions

  • We reserve the right to restrict shipping to certain areas within Pakistan or internationally due to logistical constraints, security concerns, or legal restrictions.
  • If we are unable to ship to your location, we will notify you and cancel your order with a full refund.

12. Contact Us

If you have any questions about our Shipping Policy or need assistance with your order, please reach out to us:

  • Email: support@luminasouq.com
  • Phone: +923706881833
  • Response Time: We aim to respond to all inquiries within 24–48 hours during business days (Monday–Friday, 9 AM–5 PM PKT).

13. Policy Updates

We reserve the right to update this Shipping Policy at any time to reflect changes in our practices, shipping partners, or legal requirements. Any changes will be posted on this page with an updated “Last Updated” date. We encourage you to review this policy periodically to stay informed about our shipping procedures.

Explanation of Key Policy Elements

This Shipping Policy is tailored for Luminasouq.com and the Pakistani e-commerce market, ensuring clarity and transparency for your customers. Here’s why certain elements were included:

  • Delivery Timeline (4 to 5 Days): As specified, the policy states that deliveries within Pakistan take 4 to 5 business days, setting clear expectations for customers. International delivery times are noted as variable to account for customs and logistics.
  • Local Context in Pakistan:
    • COD Option: Included to reflect the popularity of Cash on Delivery in Pakistan, with clear instructions for payment and delivery attempts.
    • Courier Partners: References trusted local couriers like TCS, Leopard Courier, and Pakistan Post, which are commonly used in Pakistan, ensuring customers feel confident about the delivery process.
    • Urban vs. Rural Delivery: Acknowledges potential variations in delivery times based on location, which is relevant in Pakistan where rural areas may experience delays.
  • International Shipping: Addresses international orders, noting customs duties and potential delays, which is relevant if you’re using gateways like AsiaBill to target global markets.
  • Non-Delivery and Lost Shipments: Provides clear timelines (7 days for Pakistan, 15 days for international) for reporting non-delivery, ensuring customers know when to contact you and what to expect in terms of resolution.
  • Risk of Loss: Clarifies that the risk transfers to the customer upon delivery, a standard practice in e-commerce, while offering support for damaged items reported within 48 hours.
  • Transparency: Shipping costs, tracking, and delivery attempts are clearly outlined to avoid confusion and build trust with customers.