Last updated: 24 August 2026

Thank you for shopping with Lumen Optics. This policy explains how we process, dispatch, deliver, and make orders available for collection in South Africa.

Shipping destinations

We deliver to addresses throughout South Africa.

We do not deliver to P.O. boxes. Please provide a complete physical delivery address, including the recipient’s name, telephone number, unit or building details where applicable, suburb, city, province, and postal code.

If an address is incomplete, incorrect, inaccessible, or unsuitable for courier delivery, we may contact you to request additional information before dispatch.

Order processing

Orders are processed after payment has cleared and been confirmed.

In-stock orders placed and paid for before 16:00 on a Monday to Friday business day are normally processed on the same business day. Orders placed after 16:00, on weekends, or on South African public holidays are processed on the next business day.

We do not accept pre-orders. Product availability is shown on the relevant product page, but availability may change before payment is confirmed.

Delivery timeframes

Delivery timeframes are measured from the date the order is placed and payment is confirmed:

• Major metropolitan areas: normally 2–3 business days.

• Rural and outlying areas: normally 4–5 business days.

Delivery timeframes exclude Saturdays, Sundays, and South African public holidays. These timeframes are estimates and may be affected by courier delays, severe weather, operational disruptions, incorrect address details, or other circumstances outside our reasonable control.

Delivery may take longer during festive periods and other high-volume periods. If we become aware of a significant delay affecting your order, we will notify you by email or SMS.

Courier services

We use different courier providers depending on the parcel’s size, destination, product, and delivery requirements.

The courier selected for your order may therefore vary between orders. We will use a suitable courier service for the relevant shipment.

Tracking information

Every dispatched order receives a tracking number.

Tracking information is sent by email or SMS as soon as the order has been booked with the courier. You may use the tracking information to monitor the delivery or contact the courier directly to request a delivery reschedule, where that option is available.

Please ensure that the telephone number and email address provided at checkout are correct and accessible.

Delivery attempts

Our courier partners generally make up to two delivery attempts.

A delivery attempt may fail if:

• The delivery address is incorrect, incomplete, or inaccessible.

• No authorised person is available to receive the parcel.

• The courier cannot contact the recipient using the details provided.

• Delivery access requires information or arrangements that were not provided.

• The recipient requests that delivery be rescheduled.

Where possible, the courier may contact you to arrange or reschedule delivery.

Failed deliveries and re-dispatch

If a parcel is returned to Lumen Optics after two unsuccessful delivery attempts, or because an incorrect or incomplete address was provided, a R100 re-dispatch fee may apply.

We will contact you before applying the fee and request your approval to re-dispatch the order. The order will be re-dispatched only after the fee has been approved and paid.

If you do not wish to pay the re-dispatch fee, you may request cancellation. In that case, we will issue a full refund for the purchased products. We will not deduct the original shipping cost or payment charges from that refund.

The re-dispatch fee does not apply where the failed delivery resulted from an error by Lumen Optics or the courier, subject to the outcome of our investigation.

Parcels marked as delivered

If the courier’s tracking information states that a parcel was delivered but you have not received it, contact us promptly at support@lumenoptics.co.za or 063 265 9003.

We will investigate the delivery with the courier. Depending on the outcome of the investigation, we will arrange another delivery or process an appropriate refund.

Damaged, missing, incorrect, or faulty items

Please notify us within 48 hours of receiving your order if:

• The parcel appears damaged.

• An item is missing.

• You received an incorrect item.

• The product appears faulty or damaged.

Contact us at support@lumenoptics.co.za and include:

• Your order number.

• A description of the problem.

• Clear photographs of the parcel, packaging, shipping label, and affected product.

We will assess the matter and determine the appropriate remedy, which may include a replacement, repair, refund, or another appropriate resolution.

Please do not dispose of the packaging or send an item back before receiving instructions from us.

Split shipments

If an order contains products that cannot be dispatched together, we may send the products in separate shipments.

Where applicable, you will receive separate tracking details for each dispatched parcel. You will not be charged an additional standard-shipping fee for split shipments.

Order collection

Customers may collect orders from our physical store at:

Lumen Optics
11 Freda Rd
Bromhof
Randburg
2154

Collection is available during our normal operating hours:

Monday to Friday: 08:00–17:00
Closed on weekends and South African public holidays

Please wait for an SMS or email confirming that your order is ready before visiting the store.

When collecting your order, you must present:

• Proof of order confirmation.

• Proof of payment.

• Valid identification.

Orders will be held for collection for 7 days after the collection-ready notification. Please contact us if you cannot collect within this period.

Shipping cost

We provide free standard shipping on orders delivered within South Africa.

The applicable shipping charge, if any, will be displayed before payment is completed. The shipping information shown at checkout is intended to correspond with the shipping settings used for our product listings.

We do not currently offer an express-delivery service.

Contact us

For questions about an order or this Shipping & Delivery Policy, contact us using the details below:

Lumen Optics
Address: 11 Freda Rd, Bromhof, Randburg, 2154
Telephone: 063 265 9003
Email: support@lumenoptics.co.za
Business hours: Monday–Friday, 08:00–17:00
Closed: Weekends and South African public holidays