TABLE OF CONTENTS
- Shopping Online
- Purchasing FAQs
- Product FAQs
What countries do you ship to?
LUMI is available to ship to the following countries:
Spain (excluding Balearic Islands and Canary Islands)
United Kingdom (excluding Guernsey, Isle of Man, Isle of Scilly, Isle of Wight, Jersey)
United States (excluding Hawaii and Puerto Rico)
Do you deliver to PO boxes and BFPO addresses?
Unfortunately we can’t deliver to PO Boxes or APO/FPO/BFPO addresses. Please give us a standard mailing address or we won’t be able to complete your order.
How do I track my order?
Our shipping service (USPS for US orders, Royal Mail for UK orders, and DHL for EU orders) will send you an automatically generated email with a tracking number, as soon as they dispatch your order. Sometimes emails from UPS go to spam folders, so make sure to look there if you don’t see an email around the time you’re expecting delivery.
What happens if I'm out when you deliver?
UPS will make 3 delivery attempts to your address. If they cannot deliver on the third attempt they’ll send the package to a UPS Access Point or return to us.
If you miss a delivery you can request delivery to an access/local collection point through your tracking link.
My delivery has arrived damaged, what are my options?
Unfortunately, this happens sometimes. If it happens to you, please submit a Cancellation & Returns Form. We’ll send you a new LUMI as soon as possible.
Will I have to pay import taxes and duties?
All import duties and taxes are included in the price you see in the Store. If you are charged import duties, please contact LUMI Support immediately.
Can I have my order delivered to multiple addresses?
If you would like to send orders to more than one address, please place a separate order for each delivery address.
Can I return my LUMI Keys?
Our standard 30-day, no-questions-asked refund policy applies to all orders delivered after December 25 2020.
To return the LUMI Keys Studio Edition, please submit a ROLI.com Cancellation & Returns Form.
What is your returns and refund policy?
To get a full refund you must request a return within 30 days of delivery. We then need you to return your LUMI to us within 30 days — in good condition — in order to process the refund. The steps for doing this are explained when you make your request. All returned products must be unused and in their original packaging.
We’ll process all refunds within 14 days of receiving the goods back.
For full details on our Return policy read here.
How do I make a return?
Please read here for full details on how to complete a return.
You can initiate a return by submitting a Cancellation & Returns Form.
I returned a product but I haven't heard anything back yet. What can Ido?
Please give us 10-14 working days to process your return. You’ll receive an email confirmation when we process it. If you haven’t gotten a response within 14 days, please contact LUMI Support and we’ll look into it.
My LUMI seems to have a fault. What can I do?
We’re sorry if this is the case. Please complete our Hardware Issues form and we’ll follow up about the fault in question and take you through the process of getting you a LUMI in perfect working order. If a LUMI Keys needs to be returned, we’ll send you a returns label.
How do I order LUMI Keys?
LUMI Keys is only available to order from www.playlumi.com. It includes LUMI Keys and free shipping to North America, Europe and UK.
Please note your credit card will be charged immediately after the order is placed.
How much is LUMI?
Prices vary depending on what country you’re ordering from. All prices are shown on www.playlumi.com/store. Duties, taxes, and VAT are included in the price, except for customers in the United States where taxes are added at checkout.
Why is the price the same in US dollars, GB pounds, and EU euros?
The dollar price of $299 does not include sales tax. The £299 price in pounds includes VAT, a form of sales tax in the UK, and therefore the end prices are roughly similar depending on the exchange rates of the day. The euro price of €299 also includes VAT.
How many LUMI Keys can I order?
You can buy a maximum of 5 LUMI Keys. If you’re interested in buying more, please contact firstname.lastname@example.org.
When will my order arrive?
LUMI Keys is now in stock and will ship within 5 business days from order.
What are the shipping costs?
Shipping to North America, Europe and UK is free. Shipping costs for other regions are calculated at checkout.
What service will ship my LUMI to me?
We use USPS for US orders, Royal Mail for UK orders, and DHL for EU orders. Shipping times and shipping services may vary depending on your address, country, and region.
When will my card be charged?
We’ll charge your credit card in full when you complete your preorder.
How do I access my LUMI Membership subscription?
When you buy a LUMI Membership subscription during the preorder period, we’ll send you an email with a unique LUMI Membership activation code. You’ll get it when your order ships, not when you complete your purchase.
When you get the code, activate your subscription on www.playlumi.com/start and you’ll be able to access LUMI Membership immediately.
What is the difference between LUMI Keys and LUMI Keys Studio Edition?
There are two versions of LUMI. The keyboards in both editions are exactly the same. Only the software packages are different, reflecting the different use cases of the keyboard.
- LUMI Keys 1 is aimed at piano learners and sold exclusively through playlumi.com.
- LUMI Keys Studio Edition is oriented towards skilled keyboardists, composers and producers. It is sold exclusively through roli.com.
I want LUMI for my classroom, can I make a wholesale order?
Please contact email@example.com if you’re interested in a large order. We’d love to discuss!
Can I make a tax-free purchase?
We do not support tax-free purchases since our products are shipped as consumer purchases.
The sales documentation we provide upon purchase, however, can be used to deduct the VAT with your national tax authorities. Please note that we cannot assist with any VAT/tax deduction.
Is a compatible LUMI app device included with LUMI Keys?
No. You'll need to pair LUMI Keys with your own mobile or tablet device to play the LUMI app (LUMI Music on the App Store and Play Store). Read the full list of compatible devices here.
Amendments & Cancellation FAQs
Can I change my shipping address after I order?
Yes! Please contact our Support Team here if you need to change your address and they'll handle that for you.
Can I cancel my order?
Yes. If we haven't yet shipped your order, we'll refund you promptly. If your order has already shipped, you'll need to return it. We'll process your refund after our warehouse receives your LUMI.
Please submit a Cancellation & Returns Form to cancel your order. We will respond within 7 working days - thanks for your patience.
LUMI Keys & Accessories
Can I play LUMI Keys on its own without the app?
LUMI Keys will not work on its own. For the full playing and learning experience, you'll need to pair LUMI Keys to the LUMI Music app on your phone or tablet (not included with LUMI Keys), with a LUMI Membership.
LUMI Keys is also a MIDI controller that can connect to Digital Audio Workstations (DAWs) and plug-ins - such as GarageBand or Logic Pro - on desktop or mobile.
Where can I find my LUMI Keys Manual?
You can download your manual from here.
How many LUMI Keys can I put together?
It depends on the software you're using. The LUMI app supports a maximum of two LUMI Keys. Over 500 songs in the LUMI app have parts for up to four octaves (two LUMIs) only.
However, you can connect up to four LUMI Keys via desktop software such as ROLI Studio, if instead, you want to use it as a MIDI controller. For more information on how to do this, check out the LUMI Manual.
What is the battery life of LUMI Keys?
4 to 5 hours.
Does LUMI come with a warranty?
A limited 2-year warranty is included with LUMI Keys.
Can I use LUMI Keys with desktop music software programs?
LUMI Keys is a class-compliant MIDI controller and, as such, is compatible with most DAWs and plugins.
How is LUMI Keys 1 different from the Kickstarter Edition?
LUMI Keys 1 is an upgrade from LUMI Keys Kickstarter Edition, and the best LUMI model yet. We've made a lot of improvements to the internal structure of the keyboard so it's stronger, more durable, and more playable.
Both models of LUMI Keys work together perfectly, however. LUMI Keys 1 is slightly heavier and feels a little more solid, but their dimensions are the same and they are completely compatible, including through physical DNA connections.
What are the LUMI Keys' specifications?
Keys: 24 full spectrum illuminated keys featuring ROLI Brightkey™ technology
Key Size: DS 5.5®, 9.67mm wide high keys, 19.4mm wide low keys
Key Plunge: 10mm, 92% plunge distance of a grand piano
Octave Range: 2 octaves with octave shift buttons for full 7 octaves
Modular Design: 8 DNA connectors for connecting additional LUMI Keys or ROLI BLOCKS
Battery: Rechargeable Lithium battery (2,300 mAh) for 6 hours of fully illuminated playing. 4-5 hours charge time
Connectivity: Bluetooth 5.0 and USB-C port (MIDI out and power)
Bluetooth Range: 15 meters (50 feet)
Dimensions: (L× W X D) 282mm x 141mm x 27mm (11" x 5.5" x 1")
Expressive Performance: Pressure-responsive keys featuring Polyphonic Aftertouch
Weight: 600g (1.3lbs)
What is included with LUMI Keys?
• LUMI Keys
• USB Cable
• LUMI Music app (available on the App Store and Play Store). Please note: LUMI Membership is sold separately
• Quickstart Guide
• Warranty Overview (Two Years)
LUMI Music App
Do I have to subscribe to LUMI Membership to use the LUMI app?
If you do not become a LUMI member, you'll will not be able to access the songs, lessons and games in the LUMI app. To play the content, including all copyrighted music, you'll need to subscribe.
What content do I get as a LUMI member?
You'll get access to the complete LUMI library of songs, lessons, and games. This includes all copyrighted songs spanning rock, pop, R&B, and other contemporary genres. The library is always growing, and it currently includes over 800 songs, over 250 lessons, 250 chords and scale exercises, plus the Springboard and Superluminal music-learning games. Check out every song in the LUMI app here.
What are my options for subscribing to LUMI Membership?
When you become a LUMI Member, you can choose to be billed monthly - or sign up to be billed annually and save on your first year. * You can also choose between a Solo Membership, or a Family Membership, where you can add up to 5 profiles on a single account. Whichever you choose, LUMI Membership is much cheaper than traditional face-to-face piano lessons!
*Subscription price and savings are dependent on region.
How do I activate my subscription?
Whether you're buying LUMI for yourself or as a gift, we'll email you a unique activation code when your LUMI ships. You enter this code during the registration process, when we'll also need your bank or credit card details. As soon as your register you'll have access to all LUMI Membership content.
How do I adjust or cancel my LUMI Membership?
Simply log in to your account on playlumi.com to check the status of your LUMI Membership. Your subscription will auto-renew at the end of your monthly or annual Membership plan, but you can cancel at any time.
What mobile devices are compatible with the LUMI app?
LUMI Music supports both iOS and Android devices. You can read the current full list of compatible devices here.
Do I need LUMI Keys to subscribe to LUMI Membership?
LUMI Membership requires LUMI Keys. Most in-app content is not playable without a connected LUMI Keys. You'll be prompted with options to subscribe when you purchase a LUMI Keys on playlumi.com.
Can I have multiple profiles under one LUMI account?
Yes! Our Family Membership allows you to create up to 5 profiles and track individual progress with unique usernames on a single LUMI account. Simply select "Family Membership" at checkout, pay monthly or save with an annual plan. It's the best value way for the whole family - or friends - to learn.
What age is the LUMI app appropriate for?
We have designed the LUMI Music app for people aged 13 and older. We support the Children's Online Privacy Protection Act, and we're working to make LUMI COPPA-compliant as quickly as possible because LUMI holds great possibilities for people of all ages.