FAQ
Seller Center Help
Have questions? We’re here to help.
Frequently asked questions
How does the dropship model work with LUMU?
LUMU operates under two models "Fulfillment by LUMU," where LUMU handles the logistics, and "Fulfillment by Supplier," where the Supplier ships directly to the customer.
What are my primary responsibilities as a Supplier?
Your main duties include providing product data such as CSV/Excel files, high-resolution images, videos, and pricing, as well as maintaining accurate inventory records.
How can I terminate the agreement?
The partnership remains in effect until terminated by either party with thirty (30) days written notice.
What is LUMU’s commission rate?
LUMU charges a standard commission fee of 20% on sold items, as agreed upon by both parties.
When will I receive my payments?
For orders fulfilled by LUMU, payments are processed at the end of each calendar month and disbursed via electronic transfer within 7 to 10 business days following the month-end.
What deductions are made from my sales?
LUMU deducts the 20% commission which includes handling and fulfillment charges (including third-party logistics), and any applicable penalties before disbursing the net amount.
How do I pay the commission if I fulfill the orders myself?
LUMU will generate a monthly invoice for the total commission due, which must be paid in full within fifteen (15) business days of its generation.
Who provides the packaging materials?
LUMU provides the Supplier with all necessary branded packaging materials, marketing inserts, and approved collateral to be used for delivery.
What happens if a shipment is delayed?
For Supplier-fulfilled orders, delays or non-delivery result in the customer receiving a discount voucher of up to 50% of the item's value, the cost of which is borne entirely by the Supplier.
What happens if a delivery fails?
If an order is returned due to failed delivery, the item is stocked in the LUMU warehouse and made immediately available for resale on the platform.
What is the policy for customer returns?
If a returned item is intact and resalable, it is restocked for resale; however, the Supplier will not receive payment for orders that are refunded to the customer.
What happens to damaged or unsalable returns?
If an item is not resalable, LUMU reserves the right to dispose of it at the Supplier's expense, or the Supplier may arrange for its return at their own expense within 10 days of notification.
Can I store my items at the LUMU warehouse longer?
Yes, items from failed deliveries are stored for an initial 15 days, after which a Supplier can request extended storage for up to a total of ninety (90) days.
What if I don't provide instructions for unsold inventory?
If no instructions are provided within 5 days after the initial 15-day storage period expires, LUMU may return the item to the Supplier at the Supplier's expense.
