Question 1

How can I stay updated and join the community?

Accepted Answer

Join our Facebook Group to:Get sneak peeks of upcoming productsParticipate in exclusive events & giveawaysConnect with fans, share MOCs & building tips👉 [Join here]

Question 2

How long will it take to receive my order?

Accepted Answer

Shipments from our China warehouse usually take 8–10 business days, while deliveries from local warehouses arrive in about 5–6 business days.We truly appreciate your patience, and please rest assured — we closely monitor each shipment and will assist you if any unexpected delays happen.

Question 3

How to track my order?

Accepted Answer

Please track your order at our Tracking page https://17track.net/en

Question 4

Do you ship internationally?

Accepted Answer

Yes, we do ship internationally. The shipping fee may vary depending on your location.

Question 5

Do you ship to the UK/Australia?

Accepted Answer

Yes, we ship directly from our China warehouse 🚚. Your order can be delivered to most regions, and customs clearance simply follows the local regulations. In some countries, additional duties or charges may apply — this depends on your local customs policy.If you have trouble placing an order, it may mean that the sales channel for your region isn’t open yet. But no worries — I can help check the best way for you to complete the purchase.

Question 6

When will it be available?

Accepted Answer

Thanks so much for your interest in this set 🙏. It’s currently sold out due to high demand, but don’t worry — we are already expediting restocking.🔔 You can click “Notify Me When Available” on the product page (or stay subscribed to our emails), and you’ll be the first to know as soon as it’s back in stock.This set is one of our best-selling items, and of course, we will notify you as soon as we receive the delivery information!

Question 7

The other product is missing.

Accepted Answer

No worries—your order is safe! Due to weight limits or stock availability, some items are shipping separately:If it’s a weight issue, the next package should arrive in 1-2 days.If it’s a stock delay, we’ll ship the rest as soon as it arrives (around 1 week).Sorry for the wait, and thanks for your patience! Let us know if you have any questions.

Question 8

Looking for details for wholesale purchases

Accepted Answer

Thank you for your interest in our wholesale options! To expedite your request, please share:🔹 Your target price range per unit (e.g., $X–$Y)🔹 Desired order quantity🔹 Any specific customization needsWith these details, we’ll provide a custom quote within 24 hours that matches your requirements.Contact us directly:📧 Email: rayane@susengo.com📱 WhatsApp: +86 136 6287 7726⏰ Hours: Mon–Fri, 9 AM–6 PM (CST)P.S. Bulk discounts start at [minimum order quantity]—let us know how we can optimize costs for you!

Question 9

Special discount

Accepted Answer

Our special offer will continue until the products are sold out ⏳. Popular sets are selling fast, so if you don't want to miss out, place your order now! You can take your time looking at the rest :)

Question 10

Replacement

Accepted Answer

To help you quickly, please send me a clear picture of the missing or damaged part, along with:① The product name and the assembly step where the part is used② Your full shipping addressOnce I have this info, I’ll confirm your request within 24 hours and arrange the replacement right away — all shipping costs are on us.

Question 11

What is your return policy?

Accepted Answer

Please check our return/refund/exchange policy here.

Question 12

Can I exchange an item?

Accepted Answer

You can exchange an item with a higher-price item or the same item with a different size. See detailed policy here.

Question 13

Do you sell individual bricks?

Accepted Answer

We are very sorry, but we do not sell bricks separately. However, if you are lost or damaged which accessories can contact us for replacement.

Question 14

missing pieces/missing part

Accepted Answer

To help you quickly, please send me a clear picture of the missing or damaged part, along with:① The product name and the assembly step where the part is used② Your full shipping addressOnce I have this info, I’ll confirm your request within 24 hours and arrange the replacement right away — all shipping costs are on us.

Question 15

How long will I receive the missing parts?

Accepted Answer

Your replacement has been shipped ✅Expected delivery: 10–14 days (varies by destination).If you have any questions during the delivery, just message me — I’ll make sure you’re updated until it arrives safely. Thank you for your patience and for choosing us!

Question 16

Can rewards points be transferred from Amazon Purchase?

Accepted Answer

Thank you for being a valued member! We’d like to clarify how our points system works to ensure you get the most out of your purchases.🔹 Earning Points: Currently, points can only be redeemed for orders placed directly on our https://www.lumibricks.com/.🔹 Amazon Orders: Unfortunately, we’re unable to convert purchases from Amazon or other platforms into points at this time due to system limitations.We completely understand this might be disappointing, and we’re actively working on solutions to improve your experience in the future.To make up for it, here’s how you can still maximize your benefits:✅ Next Order Bonus: Use code [FIRSTORDER12] for [12% off / extra points] on your first official website purchase.

Question 17

Bundle discounts

Accepted Answer

Thanks for checking about the discounts 💡Our bundle discount is designed to give you the best price automatically once your order reaches the set amount, so you don’t need to enter extra codes. Since bundle savings are already bigger than regular discounts, they can’t be stacked with other offers.👉 If you wish, I can give you another discount, Would you like that?

Question 18

Discount

Accepted Answer

You can apply your new customer discount code (FIRSTORDER12 or NEWFAN12) at checkout by entering it in the “Discount Code” box before payment.

Question 19

Brick compatibility

Accepted Answer

We understand how important compatibility is for your projects, and we want to assure you: our bricks are 100% compatible with standard bricks.

Question 20

Online time

Accepted Answer

Our support team is online from [09:00–18:00, Beijing]. We’ll get back to you as soon as possible.

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