Shipping policy

Ordering

Orders are placed through our checkout, where your payment details are encrypted and handled by our payment provider. The payment methods available to you are shown at checkout.

Delivery options and costs

Delivery is free on every order, with no minimum spend. A paid priority option is also offered at checkout, where the choices available to you and their prices are shown before you pay.

Dispatch

We dispatch the same working day wherever we can. Orders placed late in the evening, at weekends or on public holidays are dispatched on the next working day.

Delivery times

Once your order has left us, delivery to a UK address normally takes 5 to 8 working days. These are estimates rather than guarantees: carriers occasionally run slower during busy periods, and we have no control over their networks once a parcel is with them.

Tracking your parcel

The moment your order is dispatched, we email you a tracking link. You can also follow the parcel at any time on our Track Order page. Tracking pages sometimes sit still for a day or two between carrier scans — that is normal, and the parcel is still moving.

If your parcel arrives damaged

Write to us and we will send a replacement at no cost. If we cannot replace the item, you receive a full refund.

If your parcel does not arrive

If a parcel is lost in transit, we send a replacement free of charge. Where a replacement is not possible, our Refund Policy applies.

Customs and import duties

Depending on the destination, a delivery may attract customs charges or import duties set by that country. If you are charged, contact us and we will help you sort it out.

Parcels that cannot be delivered

If a parcel is refused, or is left uncollected at a pickup point and returned to us, we may deduct £14.95 from any refund to cover the shipping and handling already incurred. Where you have arranged a redelivery with the carrier, nothing is deducted.

Contact

Questions about a delivery? Email info@gerlume.com — our inbox is open around the clock and a real person answers it.

Gerlume is operated by Emerald Qorvex Limited, Registered Company No. 80468993. Registered office: Office 3906, 39th Floor, The Ctr, 99 Queen's Road Central, Central, Hong Kong.