Shipping policy
Effective date: 27 July 2026
Pexlumi primarily sells digital products and services. Unless a product page expressly states otherwise, no physical item will be shipped.
1. Delivery methods
Depending on the product, delivery may take place through:
- Email attachment;
- Download link;
- Shopify customer account;
- WhatsApp message;
- Secure cloud-storage link;
- Hosted invitation URL; or
- Another method agreed in writing.
2. Ready-made products
Ready-made digital products are normally delivered after successful payment.
Delivery may be immediate or may take up to 4 hours, depending on payment confirmation, fraud screening and the delivery method.
3. Customized products
The estimated delivery period for a customized invitation begins after Pexlumi has received:
- Full payment or the agreed advance;
- Complete event details;
- Required photographs, wording and other content;
- Design preferences; and
- Any other information required for the order.
The estimated turnaround time will be stated on the product page, quotation or order confirmation.
Customer delays in providing information, feedback or approvals will extend the delivery date.
4. Draft and final delivery
Custom orders may involve the following stages:
- Customer submits content and requirements;
- Pexlumi prepares an initial draft;
- Customer reviews and requests included revisions;
- Customer approves the final version; and
- Pexlumi delivers or activates the final product.
A draft or preview is not final delivery unless clearly identified as the final product.
5. Hosted invitation links
Where hosting is included, the customer will receive a link to the invitation.
The hosting period will be stated in the product description or order confirmation. Unless otherwise agreed, the invitation may be deactivated after that period.
Renewal or extended hosting may be available for an additional fee.
6. Delivery information supplied by the customer
Customers must provide an accurate:
- Email address;
- Telephone or WhatsApp number;
- Name; and
- Order information.
Pexlumi is not responsible for delivery delay caused by incorrect contact details, a full inbox, spam filters, blocked messages or inaccessible customer accounts.
Where a delivery message fails, Pexlumi will make reasonable efforts to resend it after receiving corrected information.
7. Missing delivery
Customers who have not received their product by the estimated delivery time should:
- Check their spam, junk and promotions folders;
- Confirm that payment was successful;
- Confirm that the correct email and phone number were provided; and
- Contact contact@pexlumi.com with the order number.
We will investigate the delivery status and resend or correct the product where appropriate.
8. Download-link expiry
A download link may expire for security or storage reasons.
Customers should download and securely save their files promptly. Where the project remains available in our records, we may reactivate or resend an expired link.
Pexlumi does not guarantee indefinite storage or future re-delivery after the retention period stated in our Privacy Policy.
9. Device and internet requirements
Digital invitations require a compatible device, current browser and reliable internet connection.
Certain animations, audio, video or interactive functions may require:
- Browser permissions;
- Audio to be enabled by the user;
- Sufficient internet bandwidth;
- A supported browser version; or
- Permission to open an external application.
Mobile networks, browser policies and device settings may affect auto play, music, video quality and animation performance.
10. No customs or physical shipping charges
Digital-only orders do not involve:
- Courier delivery;
- Customs duties;
- Import charges;
- Packaging charges; or
- Physical return shipping.
Any fee shown at checkout will relate to the digital product, service, tax or expressly selected add-on.
11. Physical products
Where Pexlumi later offers a printed card, gift box or other physical item, the applicable product page will state:
- Shipping area;
- Processing time;
- Courier method;
- Delivery estimate;
- Shipping fee;
- Tracking availability; and
- Physical return conditions.
Product-specific physical shipping terms will apply in addition to this policy.
12. Delays beyond reasonable control
Delivery estimates may be affected by major technical outages, force majeure events, internet disruption, government restrictions or third-party service failures.
Pexlumi will communicate material delays and take reasonable steps to complete delivery or provide an appropriate remedy.
13. Contact
Digital delivery questions may be sent to:
Email: contact@pexlumi.com
Support hours: 9 AM to 6 PM (Mon to Fri)