**"I have not received my purchase confirmation."**
The purchase confirmation should be sent immediately to the email address you provided. Please check your spam, junk or other folders in your email inbox as the confirmation may have ended up there. If you still cannot find it, please provide us with your full name and phone number through one of our customer service channels and we will resolve the matter together.
**"Why does the confirmation go to spam, junk or another folder?"**
The security settings of your email service filter messages based on who you frequently communicate with, and emails that are completely new tend to go into those folders. You can add us to your contacts or make sure our replies reach your main inbox.
**"How do I know if my size is right?"**
We recommend that you choose the size you usually wear. You can also consult our size guide at the bottom of each product page. Remember, if you are not satisfied with the size received, you just have to contact our team to make the necessary exchange.
**"I have received my order number, what should I do now?"**
Once you have received your order number, you just have to wait for our email with the creation of the tracking number so that you can check the status of your order. Note that the creation is automatic and when you receive it, the postal service system may not yet be updated, so we ask you to try again in the following working days.
**"I received my tracking number but there is no information or it appears missing or lost."**
As mentioned in point 3, you have received your tracking number which was automatically generated, so it may not be updated on the official platform yet. We provide you with alternative search platforms to check the movement. We recommend starting tracking on the following business days.
**UPDATE 05/2020:** Due to the contingency of the reopening of services, the postal tracking service only reports one of the first stages of the order as "pending deposit". This confirms that the order has started but is not updated on the postal service website. If this continues in the following days, do not hesitate to contact us and we will review the current situation together. Always keep an eye on our delivery times to take into account the estimated date of receipt.
**"Where do you ship my orders?"**
If you want to track your order number, you can do so in the "Locate your order" section. During your first search, information such as "pending deposit", "pre-registered" or others may appear. Don't worry, because this is the default status upon creation. You will know more about the delivery and/or estimate in the following business days.
**"Why didn't I receive my order?"**
If we have confirmed your order number and tracking number, it means your order is being processed and we are following the established timelines. If you have any doubts, you can read our shipping section and more in our return policy.
Only if we are outside the specified deadlines, do not hesitate to let us know your concern with your order number at info@lumirel.de.
**"Can I change, cancel or return my order?"**
Depending on the case, you can change, return and/or cancel your order. For more information, see our Return Policy.