Frequently asked questions
Shipping
What does shipping cost?
Shipping is free on every order. No minimum spend, no thresholds, and no handling fees added at the last step. The price you see on the product page is the price you pay.
Where do you ship from?
Orders are dispatched directly from our fulfilment partner in China and travel straight to your address. We do not route parcels through a warehouse in between — fewer stops, and it is part of how we keep shipping free.
Where do you ship to?
The United States, Canada, the EU, the United Kingdom, Australia, New Zealand, Japan, South Korea, Singapore, Hong Kong, Malaysia, Israel, the UAE, Norway and Switzerland.
How long will delivery take?
Typically 5–10 days from dispatch, tracked the whole way. You will receive a tracking number by email as soon as your parcel leaves the warehouse. Customs inspections can occasionally add a few days, and delivery slows down around Chinese New Year, when factories and couriers close for roughly two weeks.
Will I have to pay import duties?
Possibly, depending on where you live. Because parcels are shipped internationally, your local customs authority may charge import duties or taxes when the parcel arrives. Those charges are set by your country, not by us, and they are separate from the price you pay at checkout.
Returns & refunds
Can I return my order?
Yes. You have 30 days from delivery to request a return, provided the item is unused and in its original packaging. Email us before sending anything back and we will confirm the return address.
Who pays for return shipping?
We do, if the item is faulty, damaged, or we sent the wrong thing. For change-of-mind returns, return shipping is at your cost.
How long does a refund take?
Once we receive and inspect the return, refunds are issued to the original payment method within 14 days. Your bank may take a few extra days to show it.
The product
What is the Lumbar Support Pillow?
A contoured memory-foam backrest that sits between your lower back and your chair. The wings cup your mid-back and the lower curve fills the gap most chairs leave empty, so your spine settles into a neutral position instead of slowly collapsing forward.
What colours does it come in?
Sage Green, Warm Beige and Cloud White. Each has a soft pastel front panel and a firmer supportive back panel.
Will it fit my chair?
It is made for anything with a solid back: office chairs, gaming chairs, car seats, sofas and wheelchairs. The strap goes around the chair back to hold it in position. Very low or heavily contoured backrests are the awkward case — if you are unsure about yours, email us before you order.
How firm is it?
Supportive rather than plush. The core is high-density slow-rebound memory foam, so it gives gradually under pressure and holds its shape instead of flattening out. If you are used to a soft cushion, expect this to feel firmer.
How should I position it?
Sit back in the chair and slide the pillow so the lower curve sits at the small of your back, roughly at belt height. Strap it in place, then sit back against it. Most people adjust the height once or twice on the first day and then leave it alone.
Can I wash it?
The cover unzips and is machine washable — cold wash, air dry. The foam core is spot clean only: do not submerge it and do not put it in the machine.
Can I use it in the car?
Yes. The strap works the same way on a car seat as it does on an office chair.
Will it help my back pain?
It is designed to help relieve everyday back discomfort from long sitting, by encouraging a neutral spine position and taking pressure off the lower back. It is not a medical device, and we make no claims about treating or diagnosing any condition. If you have a diagnosed back problem, check with your doctor or physiotherapist first.
Orders & payment
What payment methods do you accept?
The full list of accepted methods is shown at checkout. All payments are processed securely by Shopify — we never see or store your card details.
Can I change or cancel my order?
Email us as soon as possible at lumbraco.store@gmail.com. If the order has not been dispatched, we can usually amend or cancel it.
I have a question that is not answered here.
Email lumbraco.store@gmail.com or use our contact form. We reply within one business day.