FAQ

ORDERS & PRODUCTS

What age are LUMA books suitable for?
Most LUMA storybooks are designed for children around 3–7 years old. Some activity and writing products may be more suitable from around 4 years old, depending on the child.

Are the books sold individually?
Yes. Individual books can be purchased separately. Where available, customers may also choose collection or bundle options.

What formats are available?
Depending on the title, available formats may include:

Printed Hardcover
eBook — Read Online
Illustrated Audio Book — Read & Listen
Print + Letter Writing Set
Selected bundles or collections

Please check the product page for the formats available for each title.

What size are the printed books?
The printed storybooks are approximately 170 × 170 mm.

How many pages are in each book?
Page counts vary slightly by title, but most LUMA storybooks contain approximately 40–50 illustrated pages.

DIGITAL BOOKS

How does the eBook work?
The eBook is provided for online reading after purchase.

You can view the complete illustrated story online using the access provided after your order.

No PDF or EPUB file is supplied for download.

How does the Illustrated Audio Book work?
The Illustrated Audio Book combines the complete illustrated story with narration.

You can follow the pages while listening and use the available audio controls such as Play, Pause, Resume and Stop.

The audio edition is provided for online access and is not supplied as a downloadable MP3 or video file.

Do I need an internet connection?
Yes. An internet connection is required to access online digital products.

Can I download the digital book or audio file?
No, unless a product page specifically states otherwise.

Digital editions are designed for online access.

When will I receive digital access?
Digital access or instructions are provided electronically after purchase.

If your order contains both physical and digital products, you do not need to wait for the physical delivery before using digital access that has already been provided.

LETTERS & STATIONERY

What is included in a Letter Writing Set?
Depending on the option selected, the set includes either:

5 letter sheets + 5 envelopes
10 letter sheets + 10 envelopes

What size is the letter paper?
The letter paper is A5 — 148 × 210 mm.

What size are the envelopes?
The envelopes are approximately 158 × 111 mm.

Can I buy the Letter Writing Set separately?
Yes. Matching Letter Writing Sets can be purchased separately where available.

Do digital purchases include a LUMA letter?
For eligible digital purchases in the travel collection, a special LUMA letter connected to the adventure is sent to the email address used for the order.

SHIPPING

Where are physical orders dispatched from?
Physical orders are prepared and dispatched from Germany.

How long does preparation take?
Please allow approximately 2–3 business days for preparation before dispatch.

Do you offer Standard and Express Shipping?
Where available, customers can choose from the shipping methods shown at checkout.

Standard and Express Shipping have different delivery times and prices.

How much does shipping cost?
Shipping costs depend on the destination, order size, weight and selected delivery method.

The shipping cost is shown at checkout before payment.

Can I track my order?
Where tracking is included with the selected shipping method, tracking information will be provided after dispatch.

Do you ship internationally?
Yes, international shipping may be available to supported destinations.

Customs duties, taxes or import charges may apply depending on the destination country.

RETURNS & REFUNDS

Can I return a physical product?
Eligible physical purchases may be returned in accordance with our Return & Refund Policy and applicable consumer law.

Please contact us before sending a return so that we can provide the correct return instructions.

Who pays for return shipping?
For eligible change-of-mind returns, the customer is generally responsible for return shipping unless otherwise required by law.

If an item is damaged, defective or incorrectly supplied, return costs will be handled in accordance with applicable consumer law.

What if my order arrives damaged?
Please contact us with your order number and clear photographs of the damaged product and packaging where possible.

We will review the issue and arrange an appropriate solution.

Can digital products be refunded?
Digital products may be subject to different withdrawal rules once access has begun.

Please see our Return & Refund Policy for full details.

BUNDLES & COLLECTIONS

Can I choose my own collection of books?
Where a collection option is available, customers may be able to choose a minimum number of titles and create their own collection.

Can I mix different books in a collection?
Yes, where the bundle allows it. The available selection rules are shown on the relevant collection page.

Are bundle prices lower than buying separately?
Some bundles and collections may include a saving compared with purchasing each item separately.