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How we’re handling COVID-19

A note from our Founders

To our Lumin Customers,

Our hearts go out to the individuals and communities that have been impacted by COVID-19. Our thoughts are with those who are most vulnerable during this pandemic.

In light of the uncertain circumstances surrounding COVID-19, we wanted to clearly outline the information regarding Lumin’s policy changes at this time.

Our team is working hard to ensure you can still receive your Lumin products. We are experiencing some delays and have stopped shipping to a number of countries due to courier backlogs and limitations; however, we are actively looking for alternative courier services to resume worldwide shipping. Additional details are provided below in the COVID-19 FAQ.

If you have any questions, please check out our {t('covid19:faq-page', 'FAQ page')} or reach out via our {t('covid19:lumin-support-concierge', 'Lumin Support Concierge ')} for assistance. Our customer support team will be sure to get back to you shortly.

We sincerely hope that everyone can stay safe and healthy at this time.

Best wishes,

Darwish & Richard

Lumin Heroes Program

We’re more than just a skincare company. It’s important that we do our part to support those who support, protect, and empower our communities worldwide.

To give thanks, we provide lifetime discounts on all Lumin products to our community’s heroes from healthcare workers, first responders, fire fighters, active military, veterans, law enforcement, to non-profit organization employees. We’ve got your (and your skin’s) back!

Frequently Asked Questions

Updated COVID-19 Policies

How do you ensure your products are safe to use amidst the current pandemic?

The safety of our customers, employees, and stakeholders is of the utmost importance to us. We continuously modify our operations in accordance with the safety and social distancing guidelines set by the Centers for Disease Control and Prevention.  Furthermore, our products undergo meticulous inspections to ensure safety and efficacy.

As we continue to take health and safety precautions in our operations, we recommend that our customers closely follow their local government’s guidelines for receiving deliveries and for handling returns.

Are you currently fulfilling and shipping orders?

We are currently shipping internationally to the following countries:

Albania, Algeria, Argentina, Austria, Australia, Bahrain, Barbados, Belarus, Belgium, Bosnia and Herzegovina, Brazil, Brunei, Bulgaria, Cambodia, Canada, Chile, China, Colombia, Costa Rica, Croatia, Cyprus, Czechia, Denmark, Ecuador, Estonia, Finland, France, Georgia, Germany, Greece, Guatemala, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Jordan, Kuwait, Lebanon, Lithuania, Luxembourg, Malaysia, Maldives, Malta, Mexico, Morocco, Netherlands, New Zealand, North Macedonia, Norway, Oman, Pakistan, Panama, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russia, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Trinidad and Tobago, United Arab Emirates, United Kingdom, United States, Uruguay, Vietnam.

 

We have stopped shipping to a number of countries due to courier limitations caused by COVID-19; however, we are actively looking for alternative courier services to resume worldwide shipping. If you are unable to find your country in the above list but would like to check if we have resumed shipping in your country, please reach out via our Lumin Support Concierge for assistance.

What is the expected processing and shipping time for my order?

Please allow 4-8 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:

4-9 business days transit time (United States)

5-10 business day shipping transit time (Europe)

4-9 business day shipping transit time (Southeast Asia)

10-16 business days transit time (Philippines)

4-8 business days transit time (Australia and New Zealand)

8-22 business day shipping transit time (all other countries)

3-7 business days transit time (DHL Express)

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

Please reach out via our Lumin Support Concierge for assistance if you do not receive your order within its estimated shipping time frame.

What is the return policy for my order?

We have extended our return period from 30 to 60 days to accommodate potential shipping delays caused by COVID-19.

To receive a full refund, please return your unopened and unused order to one of our warehouses of your choosing in accordance with the return guidelines below:

Lumin Skin

716 Monterey Pass Road

Monterey Park, CA 91754, USA

Lumin Skin

Hoevenseweg 41

4877 LA Etten-Leur, Netherlands

Lumin Skin

8 Pandan Crescent #01-01

Singapore 128464

Lumin Skin

C/- PO Box 138

Moorebank NSW 1875 Australia

The return of an order must be made within 60 days of its delivery, as indicated by its tracking information. The cost of return shipping is not covered by Lumin Skincare. Orders that are marked as "Refused" or "Returned to Sender" are not eligible for a full refund because these methods of return do not guarantee the orders will reach our warehouses. In-person returns at our warehouses are prohibited and will not be accepted.

Once your order’s return is processed by the courier of your choice, please email our customer support team a photo of your returned parcel's shipment receipt or its active tracking number as your proof of return. Following that, we will issue a refund to your original method of payment. To send your proof of return, our customer support team can be reached at support@luminskin.com.  We are unable to issue a refund for your return if we do not receive a proof of return via email.

Please note that if you do not wish to remain enrolled in our subscription services you may cancel your active subscription from your Lumin account or reach out via our Lumin Support Concierge for assistance.

How long does it take to receive my refund?

Once our support team confirms that your refund has been processed, the funds may take up to 5-10 business days to return to your original method of payment. This is a standard banking time frame and will vary depending on your financial institution.

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