Frequently Asked Questions
Welcome to our help center.
At LÜM, we believe that clarity is the key to a successful experience. Whether you want to learn more about how our pieces are made or how to track your order, this FAQ is designed to guide you step by step. Take a moment to explore our answers, and if anything remains unclear, we are just a message away."
Once your item(s) have been shipped, you will receive a confirmation email containing a link to track your order with the carrier or in your customer account via the "Track my order" tab.
We offer 4 delivery options:
We take special care when preparing each parcel. Your orders are handled with care from Monday to Friday, within 24 to 48 business hours. Once handed over to our carrier, the final delivery time will depend on the delivery option selected at checkout.
We place great importance on your privacy. Your LÜM orders are shipped in plain, neutral packaging, with no explicit mention of the contents on the outside, ensuring your purchase remains confidential.
Our detailed Return and Refund Policy can be found at the bottom of our website.
You have 30 days from receipt of your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it, unopened or unused, with its tags and in its original packaging. You will also need the receipt or proof of purchase.
Your satisfaction is at the heart of the LÜM experience. If you are not completely satisfied with your purchase, please contact us through our dedicated form or at the bottom of the page. We will do everything we can to offer you a tailored solution.
Please contact us using our dedicated form.
Once your return is approved, we will send you a return shipping label, along with instructions on how and where to send your parcel. Items returned without a prior return request will not be accepted.
You have 2 options:
1. Return via carrier
Please contact our logistics provider by visiting their website or using the mobile app. Have your order number ready and follow the instructions.
2. Return to a drop-off point
Please return your items to one of the following addresses:
If your refund is approved, it will be automatically issued to your original payment method within 10 business days.
To ensure your order is shipped as quickly as possible, unfortunately, confirmed orders can no longer be modified. However, you can refuse delivery of your parcel (for Colissimo or pickup point deliveries). The parcel will then be returned to us at no cost to you, and your refund will be issued as soon as it is received by our logistics team.
LÜM accepts the following payment methods for purchases:
When you are charged depends on your payment method. For payments via PayPal, the charge is processed immediately after confirmation. For all other payment methods, we only place a pre-authorization when you place your order; the actual charge is made when your parcel is shipped.
The quality of our oils and extracts is at the heart of everything we do. We work exclusively with high-quality partners whose hemp comes from responsible cultivation, free of pesticides and heavy metals. We prioritize French raw materials as much as possible. Each extraction is carefully carried out to preserve the integrity of the cannabinoids and offer you impeccable purity.
In accordance with current legislation, all LÜM products contain less than 0.3% THC. This allows you to enjoy the soothing benefits of CBD with complete peace of mind, without any psychoactive effects.
The difference lies in the integrity of the plant. While Broad Spectrum is filtered to remove certain molecules, Full Spectrum (complete spectrum, including trace amounts of THC <0.3%) preserves all the natural cannabinoids.
The philosophy behind LÜM is based on respecting the raw product. We have chosen not to offer Broad Spectrum so we can focus on a complete and authentic composition. By preserving the full spectrum and the entourage effect, we offer you all the benefits of hemp as nature intended, without altering the molecular complexity that makes our oils so effective.
Transparency is a cornerstone of our premium range. Each batch is analyzed by independent laboratories to certify its CBD concentration and purity. These analyses guarantee that every product that reaches your hands meets our standards of excellence.
Although CBD is naturally derived, we recommend consulting a healthcare professional if you are currently undergoing medical treatment. As a precaution, our products are not recommended for pregnant or breastfeeding women.
For more details, please see the “Composition & Instructions for Use” tab on each product page. You will find product-specific precautions in the Precautions for Use section. Please note that this information is provided for guidance only and in no way replaces the advice of your doctor.
Only your doctor is qualified to advise you based on your personal circumstances.
To offer you a personalized experience, we provide three levels of guidance:
If you still have any questions, our team is, of course, here to help.