We’d love to help you out!

Please check the FAQ options below for answers to commonly asked questions. Need more help? Reach out to us using the chat widget at the bottom right corner!

Account Management

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How do I create an account?

Creating an account is easy. Please follow the steps below to get started.

Please note, if you’re an existing customer and signed in using a Magic Link before, you’ll need to create an account to manage your account.

1. Head to our site and click the person icon at the top corner of your window – or click here.

2. Click Create an account.

3. Fill out the required fields (First Name, Last Name, Email Address, Password), then click Create account.

Please note, if you’re an existing customer creating an account for the first time, please use the email address associated with your Lumin orders.

4. Once you’ve clicked, Create account, you’ll be sent an email asking you to verify your email address. Once you’ve located the email titled “Customer account activation”, click Activate your account.

5. Once you’ve verified your email address, you’ll be able to sign in with your Email and Password.

Order Management

Can I cancel my order?

Your orders are important to us, and we want to ensure they reach you as soon as possible. As a result, we immediately process orders for shipment. Unfortunately, once an order has been placed, we cannot cancel or stop its shipment. We apologize for any inconvenience this may cause and appreciate your understanding.

If your order has already been created, please check if you qualify for a refund by following our Return & Refund Policy.

If you need further assistance, don’t hesitate to get in touch with us through our chat widget  at the bottom of our Support page. To get started, please select Refund & Return. Please provide as much detail as possible, so our team can quickly assist you!

I just placed my order, how do I see my order info and history?

You will receive an email confirmation once you place your order on our website or your subscription renews. This email contains important details like the order number (starts with #L), the list of products purchased, and the shipping address.

As soon as the order ships from our warehouse, you will receive a shipping confirmation email that includes the tracking number for your parcel!

Besides the confirmation emails, you may log in to your Lumin account anytime to review your order history under the Orders section.

If you need further assistance, please reach out to us through our chat widget  at the bottom of our Support page. Kindly provide additional details so our customer support team can assist you swiftly!

I need help with my order – do you have a customer service phone number?

We currently don’t offer global phone support, however, our customer support team can provide assistance via live chat or email.

For the speediest assistance, please reach out to us via the chat widget  at the bottom of our Support page so our team can help you out! Kindly provide the details about your order so we can assist you as swiftly as possible.

Please get in touch with us for assistance within 90 days of your order’s purchase date. After 90 days, we cannot guarantee that return, refund, or replacement assistance can be offered to remediate the order issue you experienced.

I need to update/change my order. How can do I that?

Our fulfillment partners operate through an automated process for fulfilling and shipping orders, which unfortunately means that we are usually unable to make changes, cancel, or halt the shipment of an order.

If you need to make changes to your current order, please use the chat widget at the bottom of our FAQ page. We will do our best to catch the request and update your order before it is shipped.

What is your replacement policy?

Please get in touch with us via the chat widget  at the bottom of our Support page so our team can quickly assist you!

• • If you received defective, damaged, or incorrect products, select the chat topic “Product Issues” to get started.

• • If your order was impacted by shipping or delivery issues, select the chat topic “Shipping & Delivery.”

Please contact us for assistance within 90 days of your order’s purchase date. After 90 days, we cannot guarantee that return, refund, or replacement assistance can be offered.

Where can I find my order number?

Once an order is placed, you will receive an email confirming your order, including important details like the order number, products purchased, and shipping address. Please note that the order number for products purchased through our website will always begin with #L.

If you need further assistance, please don’t hesitate to reach out to us through our chat widget  at the bottom of our Support page. Kindly provide additional details so our customer support team can assist you as best as possible!

Skincare 101

Are there products that are best suited only for nighttime use?

Since everyone’s routines and lifestyles may differ, we formulated our products to suit daytime or nighttime use. Therefore, the only products we recommend strictly for daytime use would be sunscreen and tinted products!

Can I use tinted products for my evening/bedtime routine?

Tinted products like tinted moisturizers, instant color correctors, and tinted SPF are typically formulated to be used during the day. It’s best to use non-tinted products before going to bed!

Caring for oily skin

Oily skin still needs daily hydration. In fact, oiliness is often caused by dehydrated skin producing excessive sebum to overcompensate for dryness.

Our moisturizer has an oily skin variation formulated with sodium hyaluronate and meadowfoam seed oil to provide deep hydration and balance oil production.

If you need help with product recommendations or customizing a skincare set that best suits your needs, please let us know and provide details about your skin concerns and goals so our customer support team can help you as soon as possible!

How can I get the best results from my skincare routine?

Consistency is key! We recommend using your favorite skincare products consistently and in accordance with their instructions.

We have detailed step-by-step guides for each of our sets and ala carte products on our How To page for reference, too!

How do I determine my skin type?

In order to practice effective skincare, it’s essential to know your skin type to use the right products for you. Using products best suited for your skin type is key to getting balanced, vibrant skin. If you’re using a product not tailored to your skin, you may not get the results you’re looking for. It could also cause irritation, excess oil, breakouts, or even dry out your skin.

Let’s take a peek at two simple steps that will help you determine your skin type:

1. 1. Wash your face with a mild face wash and pat your skin dry.

1. 1. Wait one hour after washing without applying any skin products.

If your face feels tight and dry after about a half-hour to an hour after washing – you most likely have dry skin.

If your face feels oily and looks shiny? – you may have oily skin. 

If your T-zone is shimmering, but the rest of your face is mostly matte – then you may have combination type.

If you notice your skin doesn’t fall under any of these categories, and you’re free of problem areas – you may have normal skin, which requires low maintenance! Congratulations!

Once you’ve determined your skin type, you’re ready for skincare.

If you need extra help with product recommendations or customizing a skincare set that best suits your needs, please let us know via the chat widget at the bottom of our FAQ page. Please provide us with details regarding your skin concerns and goals so our customer support team can assist you accordingly.

Purchasing & Shipping

What payment options do you accept?

Since everyone’s routines and lifestyles may differ, we formulated our products to suit daytime or nighttime use. Therefore, the only products we recommend strictly for daytime use would be sunscreen and tinted products!

Do you ship worldwide?

We are currently shipping internationally to the following countries:
Austria, Australia, Bahrain, Belgium, Cambodia, Canada, Chile, China, Costa Rica, Croatia, Cyprus, Czechia, Denmark, Ecuador, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, India, Ireland, Israel, Italy, Japan, Kuwait, Latvia, Lithuania, Luxembourg, Malta, Mexico, Netherlands, New Zealand, Norway, Oman, Pakistan, Peru, Poland, Portugal, Puerto Rico, Qatar, Romania, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Thailand, United Arab Emirates, United Kingdom, United States.

We have stopped shipping to a number of countries due to courier limitations; however, we are actively looking for alternative courier services to resume worldwide shipping.

If you are unable to find your country in the list above, but would like to check if we’ve resumed shipping in your country, please feel free to reach out to us through our chat widget  at the bottom of our FAQ page and provide us with your location so our team can further assist you. To get started please select Others > General inquiry.

How long will it take for my order to reach me?

Please allow 1-3 business days for your order to be processed prior to shipping. Once your order is shipped, it should arrive within our estimated shipping time frames below:

• • 3-8 business days transit time (Express Shipping)

• • 4-9 business days transit time (United States)

• • 4-12 business days transit time (Australia and New Zealand)

• • 4-15 business days transit time (Southeast Asia)

• • 5-8 business days transit time (Mexico)

• • 5-10 business days transit time (Europe)

• • 5-15 business days transit time (Canada)

• • 10-25 business days transit time (Japan)

• • 10-25 business days transit time (Other countries)

If you have an APO address, please refer to the shipping time frame for the region in which your APO is located.

Please note: The shipping time frames listed above are courier estimates and may have slight variations under certain circumstances.
If you still have questions or haven’t received your order, please reach out via the chat widget  at the bottom of our FAQ page so our team can further assist you. Select Shipping & Delivery > What’s my order’s tracking status to get started.

Why hasn’t my order shipped yet?

If your order has yet to ship, there’s a possibility that one or more of the products you ordered are out of stock. Unfortunately, this could delay our expected 1-3 day processing time frame. In these cases, we could ship the in-stock products while refunding the out-of-stock products or let you know when the out-of-stock products are back in stock. Please reach out via the chat widget  at the bottom of our FAQ page so our team can further assist you.

Separately, there can be cases where a shipping confirmation email is not sent, typically when couriers fail to scan the parcel into their system upon receipt or if there’s an error in our order processing system. In these cases, please note that your order has likely shipped and should be on the way to the address you provided.

If you still have questions or have yet to receive your order, please reach out via the chat widget  at the bottom of our FAQ page so our team can further assist you. Select Shipping & Delivery > What’s my order’s tracking status to get started.

Are there potential taxes or customs fees I need to be aware of?

Orders shipping to Austria, Belgium, Bulgaria, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, the Netherlands, New Zealand, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, and the United Kingdom are subject to VAT. This fee is charged in accordance with the VAT guidelines for these countries.

Orders shipping internationally may be subject to customs fees, import taxes, and handling fees imposed by the recipient’s country. While this does not occur for all international shipments, parcels may be randomly flagged, inspected, and taxed by customs. Lumin is not responsible for charges incurred as a result of a destination country’s import policies.

Please check with your local customs office regarding any extra fees that may apply to your shipment to help prevent any unexpected delays. If you are required to pay additional fees, please get in touch with your local customs office for more information and assistance.

Promotions & Discounts

How do I use a promo code or discount code?

You can use our discount and promo codes during checkout. If you received an email about an exclusive sale, you may have to click the shopping link in the email to unlock your discount.

Before placing your order, kindly check the total cost at checkout to confirm that your discount has been applied correctly. Please note that we cannot refund the discount amount if the promo code or discount was not applied during checkout.

Can I combine my discount or promo codes?

Please note that our discount and promo codes cannot be combined with other offers. Only one code can be used or applied per order. Also, please be aware that codes intended for one-time purchases cannot be used for subscription purchases. We reserve the right to withdraw discounts or promo codes if we suspect they have been improperly obtained or used.

Refund Policy

What is your return & refund policy?

Return Policy: To receive a full refund, please follow our guidelines below and ship your unopened order to one of our warehouses. View our full list of warehouse addresses here.

Partial Refund: We are unable to provide a full refund for orders that are marked as “Refused” or “Returned to Sender”, including cases when customers refuse to fulfill the required customs payments or to pick up their orders held by the courier. These orders are not guaranteed to reach our warehouses and are therefore only eligible for a 50% refund. Original shipping fees are non-refundable. We provide replacement assistance as an alternative remediation for these types of orders.

Order Cancellation: Due to the automated process our warehouse fulfills and hands off orders to our logistics partners for shipping, we are unable to cancel an order that has been created in our system. Please follow our return policy to receive a full refund for your order.

30-Day Satisfaction Guarantee30-Day Satisfaction Guarantee: If you’re not satisfied with a product, we will provide you a refund for the cost of that product (excluding any additional fees). Contact Customer Support through our FAQ chatbot on our site or in writing via [email protected] within 30 days of the initial order date.Please note: the 30-Day Satisfaction Guarantee refund does not include any shipping fees, customs fees or any other additional fees. The 30-Day Satisfaction Guarantee is only eligible for first-time full-size orders. Products received through a free trial are not eligible for the 30-Day Satisfaction Guarantee.

How can I get a refund?

If you encounter any problems with your order, kindly share the order details with us through the chat widget  at the bottom of our FAQ page.

If you have already returned your order, please attach your proof of return (as mentioned in our Return & Refund Policy) so our customer support team can assist accordingly.

When will I get my refund?

Once our support team processes your refund, the funds may take up to 5-10 business days to return to your original payment method – this is a standard banking time frame and will vary depending on your financial institution or card issuer.

If additional assistance is needed, please provide us details via our chat widget  at the bottom of our FAQ page so our team can further assist you. Select “Return & Refund” > “Look up my refund status” to get started.