FAQ

Want to find out more about our products? Do you have questions about your order? Here you will find answers to the most frequently asked questions at LUMAS.



Products

What are the different kinds of LUMAS Art Editions?

There are currently four different types of LUMAS Art Editions. Under Master Editions, you will find limited edition, hand-signed works by the most significant contemporary artists. With our Limited Editions, you’re getting hand-signed, limited edition works by established artists and exciting newcomers. Open Editions are unlimited print runs of bestselling images and photography classics in smaller formats. The LUMAS ART NOW collection contains small works of art that come with a greeting card as well as a padded envelope, making them perfect for your own art collection or a long-distance gift.

Can I choose the size of my favorite piece?

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

How are the artworks produced?

In most cases, we mount real photographic prints on aluminum Dibond and seal them under acrylic glass. First, the photo print is seamlessly mounted onto an aluminum composite panel (also known as aluminum Dibond). Even in large sizes, this material will not warp. Then we also 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 1) an unmounted, unframed photo print, 2) the artist’s recommendations for mounting and/or framing, and 3) our curators’ recommendations.

What frames are available for the art?

You can choose between the mounting and framing options selected by the artists and our curators. Depending on the particular artwork, we offer the perfect floater frame, solid wood frame, showcase frame, photo mount frame, or ArtBox – all 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. These are mainly our Open Editions and our Limited Editions of medium size. For our passe-partout mats, we exclusively use high-quality museum card from Hahnemühle, guaranteed to be acid and lignin free.

How can I hang my picture?

Easily, securely, and right away! 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 reaches the Bestseller status 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 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 will no longer be produced. You can only find and purchase these in the LUMAS galleries.




Prices

How much do LUMAS artworks cost?

The LUMAS Open Editions start at just A$179. Pieces from the LUMAS ART NOW collection are always just A$49. Our Limited Editions start at under A$799. 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, as it goes in production as soon as it's been placed. Due to most, if not all artworks made to order, once placed we cannot stop production. 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, please contact us here.

Can I cancel my order?

No, as explained above once an order has been placed, the artwork automatically sent into production. If you have any other questions, please contact our customer service at +61 3 9421 3525 or contact us by email at melbourne@lumas.com.au.




Payment

What methods of payment are accepted?

On au.lumas.com, you can pay by credit card via our payment provider Adyen. Credit card payment is possible with MasterCard, Visa, and American Express. If you wish to pay using Art Money, please contact our customer service at +61 3 9421 3525 or contact us by email at melbourne@lumas.com.au.

How secure is my online payment?

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




Shipping & Delivery

How much does shipping cost?

For deliveries inside Australia, LUMAS applies the following shipping rates, which include our secure specialty packaging and insurance:

Longest Edge (cm) Standard Delivery Premium Delivery
ART NOW $ 7,90 $ 15,00
Print $ 29,00 $ 45,00
0 - 30 $ 19,00 $ 45,00
31 - 60 $ 29,00 $ 79,00
61 - 99 $ 39,00 $ 89,00
100 - 124 $ 49,00 $ 150,00
125 - 200 $ 69,00 $ 210,00
201 - 279 Free $ 350,00

For orders with multiple pieces of different sizes, we apply the rate for the largest picture. No shipping fee is charge for books.

How long does it take until my order is delivered?

All artworks are made to order in our production partner's warehouse outside of Cologne, Germany. Production and delivery to Australia can take up to 6 weeks. Once received in Australia, we will check the artwork and will then contact you to arrange pick up or delivery. Delivery from our Melbourne warehouse takes about 10 workdays. 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 the companies we trust.

To which countries can I have my piece delivered?

When you order on au.lumas.com, we can deliver your order within Australia only. If you wish to purchase an artwork in Australia, but ship it overseas please contact our customer service at +61 3 9421 3525 or contact us by email at melbourne@lumas.com.au.

Can I pick my order up in a LUMAS gallery?

Yes. Please contact our customer service at +61 3 9421 3525 or contact us by email at melbourne@lumas.com.au to arrange this.

Can I track my shipment?

Yes. 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 art arrives damaged?

If the art arrives damaged, you must inform us within 48 hours of receiving the artwork. Please contact our customer service team at +61 3 9421 3525 (Mon - Wed 9am-5pm, Thu & Fri 9am-6pm, Sat & Sun 10am-5pm). We will arrange to pick the piece up at no charge to you. Alternatively, you can bring it in to one of our LUMAS galleries. For documentation purposes, we always need photographic evidence of the damage. After the return is processed, we immediately have a new one produced for you. We dispose of the damaged picture so that it does not affect the limited edition print run.

WARRANTY

In the event that your artwork is faulty, claim must be made within 24 months from the date of purchase. Once a claim has been made, a replacement will be issued as early as possible. Artworks must be taken care of in accordance with the Care Instructions provided by us. Damages or faults that occur as a result of an incorrect or negligent care, or as a result of not following Care Instructions, we will not be able to offer a replacement free of charge. In the event that the artwork was purchased longer than 24 months earlier, please contact us to discuss what options may be available.

CARE INSTRUCTIONS

Here are some simple tips on how to keep your artwork looking new.

Do not hang your artwork above a heater or radiator, in direct sunlight, or exposed to heat for long periods of time. Fading can occur as a result of over-exposure to light, sunlight, heat or extreme heat. Do not expose it to water or keep in humid environment. To hang your artwork, simply use 2 screws and wallplugs fixed into the wall. Do not drill into the frame, as it will damage and weaken the frame. Do not use wire or rope to hang your artwork from a single screw. To keep it clean use a soft, dry, lint-free cloth (or a microfibre cloth). Do not, under any circumstances, use window cleaning products, as it will leave residue and may damage the surface. Be careful not to put pressure on the surface when wiping. Artworks can be fragile, please be careful not to hit or drop them.




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 there. You can even save multiple delivery addresses, and choose the one you want with a single click with each order. An account also makes it simple to manage your newsletter subscription – you can be the first to receive updates on our new artworks, fascinating background info about the artists, and many 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 found in the menu that opens with the hamburger button). 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

How 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 a question. Whom can I contact?

Your concern wasn’t covered here? Feel free to contact us and send us an e-mail at: melbourne(at)lumas.com.au or telephone: +61 3 9421 3525 (Mon - Wed 9am-5pm, Thu & Fri 9am-6pm, Sat & Sun 10am-5pm). We are also happy to assist you personally in your local gallery. You can find the locations and opening times on our Galleries page.




Australian Consumer Law

Please note that nothing in these Terms and Conditions diminishes, changes or removes your rights to a repair, return or replacement that is afforded to all consumers under the Australian Consumer Law.

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