FAQ

Questions about your order? Want to find out more about our products? Find answers below to some of the most frequently asked questions at LUMAS.



Products

What are the different types of LUMAS Art Edition?

There are currently four different types of LUMAS Art Editions. Master Editions are hand-signed works of art by some of today's most significant contemporary artists. With our Limited Editions, you’re getting hand-signed, limited-edition works by both established artists and exciting newcomers. LUMAS Open Editions are unlimited print runs of bestselling images and classic photographs, in a smaller format. The LUMAS ART NOW collection contains small works of art, presented with a greeting card and padded envelope, making them the perfect choice for your own art collection or as a gift.

Can I choose the size of the artwork?

Limited Editions are produced in up to three different sizes in agreement with our artists. Open Editions and LUMAS ART NOW products are available in one set format.

How are the artworks produced?

In most cases, we mount photographic prints on aluminum Dibond and seal them under acrylic glass. First, the museum-quality photo print is seamlessly mounted onto an aluminum composite panel (aluminum Dibond). This material will not warp, even in the our largest formats. We then mount the piece under shatter-resistant, crystal-clear acrylic glass. This protects the photograph, and gives it additional brilliance and depth. .

Can I select different mounting and framing options?

Yes. You can choose between an unmounted, unframed photo print, the artist’s recommendations for mounting and/or framing, and our curators’ recommendations.

Which frames are available?

You can choose between the mounting and framing options selected by the artists and our curators. Depending on the particular artwork, we offer floater frames, solid wood frames, showcase frames, photo mount frames, or ArtBoxes – all available in different colors and moulding widths. Our solid wood frames are made at our in-house frame workshop in Germany.

Do you have frames with traditional photo mats?

Yes. Many works are available matted and framed, mainly from our Open Editions and medium-sized Limited Editions. For our passe-partout mats, we exclusively use high-quality Hahnemühle museum card, guaranteed to be acid and lignin free.

How do I hang the artwork?

Easily, securely, and right out of the box! We deliver every piece with a pre-installed, professional wall-mount. Our LUMAS ART NOW pieces also come with a stand and built-in magnet. Visit our inspiration page for more picture hanging tips.

Why does it say “Bestseller”, “Last Prints”, or “Gallery Only” next to some pieces and what does that mean?

This indicates how many prints of a Limited Edition are left and how they are currently valued. A Limited Edition beceomes a Bestseller when at least half of the print run has been sold. At this time, the original price increases by 25%. Once 75% of the print run has been sold, the price increases by 50%. Last Prints are when 10% (or less) of the print run is still available. In this case, the print price increases by 100%. A Gallery Only piece is no longer available to buy online. You can only find and purchase these in a LUMAS gallery.




Prices

How much do LUMAS artworks cost?

The LUMAS Open Editions start at just CA$ 159. Pieces from the LUMAS ART NOW collection are just $34. Our Limited Editions start at under $499. Prices may vary depending on the mounting and framing options. As more of a Limited Edition print run is sold, the price – and value – of the remaining pieces increases. This value appreciation comes in three tiers: Bestseller, Last Prints, and Gallery Only. Our Master Editions undergo the usual market price fluctuations, which strongly correlate to the demand.




Ordering

Do I need an account to place an order?

No. You can place your order as a guest. While placing an order, you will have an opportunity to log in if you already have a customer account with us. If not, you can proceed as a guest by filling out your address. We will use this as your billing and delivery address – if you want to use a different delivery address, you will have the opportunity to do so in the next step.

Will I receive an order confirmation?

Yes. After you have completed your online order, you will receive an order confirmation by email.

Can I change my order?

No. Unfortunately, changing a placed order is not possible. If you want to order a different artwork, simply complete a new order. If you would like to change the work you have ordered or upgrade to premium delivery service, you can cancel your existing order and place a new one.

Can I cancel my order?

Yes. To request a cancellation, please contact our customer service at or contact us by email. After your order has been successfully reviewed and cancelled you will receive a confirmation email and your purchase will be refunded.




Payment

What methods of payment are accepted?

On our website, you can pay with credit card, PayPal or Klarna pay over time. To pay with PayPal, simply log in to your PayPal account when prompted to do so, review your order, and approve the payment. Credit card payments are possible with MasterCard, Visa, and American Express. We use the payment service provider Adyen.

With Klarna Pay over time, you can split your purchase into several payments and spread the cost of your purchase. Klarna will automatically offer you the best payment option for your purchase, based on your order value.

With Pay in 4, your order is divided into four equal payments, automatically charged to your debit or credit card every two weeks, with no interest or up-front fees. With monthly financing, you can spread your order across planned monthly payments.

You can select Klarna as a payment method in the checkout. Upon submitting your order, you will be forwarded directly to Klarna to process the payment. After entering a few personal details, you will know instantly if you’re approved for Klarna. You will receive all information regarding payment from Klarna. You can also manage your orders and payments in the Klarna App.

For further questions check out Klarna’s full FAQ page.

How secure is my online payment?

Your online order is secured using SSL encryption. This way, we meet the standards for modern online purchases and always guarantee you the securest of transactions.

How do I purchase a gift certificate?

You can buy Gift Certificates in values of 25, 50, 75, 100, 150, 200, 250, 300, 400, or 500 USD. You can do this easily online or in one of our galleries. Choose between an instant gift certificate or our LUMAS gift box with a gift certificate. The instant gift certificate is sent to you immediately by email. The elegant LUMAS gift box containing a gift certificate arrives through the mail.

How do I redeem a gift certificate or promotional code?

Select an artwork on our website and add it to your shopping cart. During the ordering process, you simply enter your code in the provided field and click “Redeem.” This will automatically deduct the amount of your gift certificate or promotional code from the total price. Alternatively, you can redeem your code in our galleries, as long as it is not part of an online-only promotion.




Shipping & Delivery

How much does shipping cost?

For shipping within the United States, including specialty art packaging and insurance, the following shipping charges apply:

Longest Edge (cm) Standard Delivery
ART NOW CAD $ 10.00
Print CAD $ 75.00
0 - 30 CAD $ 30.00
31 - 60 CAD $ 24.00
61 - 99 CAD $ 105.00
100 - 124 CAD $ 115.00
125 - 200 CAD $ 220.00
201 - 279 CAD $ 450.00

For orders with multiple pieces of different sizes, we apply the shipping rate for the largest picture. We have free shipping on all books.

How long does it take for my order to arrive?

Delivery takes about 10 working days. Shipping time can vary depending on the size, weight, and shipping company.

What shipping/delivery options can I choose from?

Our standard is to always ship your art safely in specialty packaging, delivered to the address of your choice.

What else comes in the package?

In addition to the ordered goods, you will find a delivery slip and a guide with practical advice on caring for and hanging your picture.

What shipping partners does LUMAS work with?

We work exclusively with certified shipping partners. These vary depending on the size of the art you order and the country it is being delivered to. DHL, UPS, Hermes, DPD, FedEx, and GLS are among our delivery partners.

Which countries does LUMAS deliver to?

We currently ship worldwide. Please select your destination country during checkout. If you do not see your country on checkout, please contact your nearest LUMAS gallery directly to arrange a delivery.

Can I pick my order up in a LUMAS gallery?

No. We send orders from our online shop directly to you at home.

How can I track my shipment?

ONce your order is shipped, we send you a shipping confirmation including a tracking number that allows you to follow your order’s status all the way to your door.

What happens if my order arrives damaged?

If the art arrives damaged, please contact our customer service team at (Mon-Fri, 10am-7pm, Eastern Time). We will arrange to pick the piece up at no charge to you. Alternatively, you can bring it to one of our LUMAS galleries. For documentation purposes, we always require photographic evidence of the damage. After the return is processed, we immediately produce a new work for you. We dispose of the damaged picture so that it does not affect the limited edition nature of the print run.




Customer Accounts

What are the benefits of creating a LUMAS customer account?

In your customer account, you can see all of your orders and follow their status. You can save your billing and delivery address, and even save multiple delivery addresses, choosing the one you want with a single click. An account also makes it simple to manage your newsletter subscription – you can be the first to receive updates on our new artworks, learn fascinating background info about the artists and receive exciting offers!

How do I create an account?

You can create your own customer account through the main menu or after placing an order as a guest. In the main menu, click on the person-shaped icon near the top right (if you’re on a mobile device, it is located in the menu option in the top-left). You can then fill out the required fields on the right side (“New to LUMAS?”). If you place an order as a guest, we ask on the confirmation page if you would like to open an account. Select the appropriate checkbox and enter your email address. Afterwards, you will receive an email with a link to create a password. You now have access to your customer account! Your last order – as well as the billing and delivery addresses used – will automatically be saved there.




Contact

Where can I get more advice?

Our website contains numerous tips on buying amazing wall art. Our Inspiration page is a great place to start. You might also enjoy #MYLUMAS, where you can see how other LUMAS customers display their LUMAS art. Naturally, we are more than happy to offer personal consultations in our galleries.

I still have questions. Who can I speak to?

If your query wasn't answered by our FAQ, contact the LUMAS customer service team by E-MAIL or telephone: (). We are also happy to personally assist in a LUMAS gallery. You can find all locations and opening times on our Galleries page.

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