This Shipping Policy applies to orders placed with Lumina Design Ltd through our website, by telephone, email, quotation or proforma invoice.

Delivery charges

Delivery is included in the displayed product price unless otherwise stated.

Some remote, restricted-access or non-standard delivery locations may incur an additional delivery charge. Where this applies, we will advise you before your order is processed wherever reasonably possible.

Delivery areas

We deliver throughout most of the UK.

If your delivery address is in a remote location, an offshore area, or a location with restricted vehicle access, please contact us before ordering so we can confirm delivery availability and any additional cost.

Lead times

Lead times vary depending on:

• product type;

• size;

• glazing specification;

• frame colour;

• whether the product is stock or made to measure; and

• current manufacturing schedules.

Any lead time shown on the website or given at quotation stage is an estimate unless we specifically confirm otherwise.

If your project is time-sensitive, please contact us before ordering.

Delivery scheduling

Once your order is ready, delivery will normally be arranged using the relevant supplier or delivery network.

Where possible, delivery details and expected timing will be confirmed in advance.

Please ensure that the telephone number and delivery address supplied with your order are accurate.

Access requirements

The customer is responsible for ensuring that the delivery location is reasonably accessible for the delivery vehicle.

Please tell us before ordering if there are any access restrictions, including:

• narrow roads;

• low bridges;

• weight restrictions;

• gated access;

• limited turning space;

• steep or difficult approaches; or

• restricted delivery times.

Failure to advise us of access restrictions may result in delay or additional delivery charges.

Receiving large or heavy products

Roof lanterns, rooflights and glazing can be large and heavy.

The customer is responsible for ensuring that sufficient people or suitable lifting equipment are available to safely receive and handle the goods.

Delivery drivers may not be able to carry products:

• through buildings;

• over walls or fences;

• up steps;

• to rear gardens; or

• significant distances from the delivery vehicle.

Delivery and installation timing

We strongly recommend that installation labour, cranes, lifting equipment or other trades are not booked solely around an estimated delivery date.

Manufacturing and transport delays can occasionally occur, so sufficient contingency should be allowed between delivery and installation.

Checking goods on delivery

Please inspect the goods and packaging as soon as reasonably possible after delivery.

If there is obvious damage:

• note the damage with the delivery driver where possible;

• take clear photographs;

• retain the packaging; and

• contact Lumina Design as soon as possible.

If damage is discovered after unpacking, please contact us promptly and provide photographs and your order details.

Failed delivery

If a delivery cannot be completed because:

• nobody is available to receive the goods;

• access is unsuitable;

• the delivery address is incorrect; or

• agreed delivery arrangements have not been followed,

a redelivery or additional transport charge may apply.

Delays

While we make every effort to provide accurate delivery information, delays can occur due to circumstances outside our reasonable control, including transport disruption, weather, manufacturing delays, material shortages or supplier issues.

If we become aware of a significant delay, we will provide updated information as soon as reasonably practical.

Questions about delivery

If you have any questions about delivery, access or lead times, please contact us before placing your order.

Telephone: 01656 630037
Email: sales@luminadesign.co.uk