COVID-19 FAQ | Lumin Skin

How we’re handling COVID-19

A note from our Founders

To our Lumin Customers,
In light of the uncertain circumstances surrounding coronavirus, we wanted to clearly outline the information regarding Lumin’s policy changes at this time.
Our hearts go out to the individuals and communities that have been impacted by COVID-19. Our thoughts are with those that are most vulnerable during this pandemic, and we will be donating to the Coronavirus Relief Fund to aid these individuals.
Please use code GIVE15GET15 at check-out to help us contribute!
Our team is working hard to ensure you can still receive your Lumin products, but we are experiencing some delays from the strain on courier services. We have stopped shipping to certain countries due to courier limitations, and are actively looking for alternatives to continue to offer worldwide shipping. Details are provided below in the FAQ.
We truly appreciate your patience and understanding during this time. We want you to enjoy your daily Lumin routines without worrying about the safety of your products. Our team members are following strict safety and social distancing guidelines to ensure that you receive a safe parcel. We also recommend that you follow your local government’s guidelines regarding deliveries to exercise the utmost caution.
Lastly, our customer support team is available 24/7 to answer any and all questions. Please use our Lumin Support Concierge to get in touch with our team and we’ll 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, and it’s important to us do our part to support those that support our communities.

In our efforts to give thanks, we provide discounts on ALL Lumin products to these communities. From firemen, to healthcare workers, to veterans - we’ve got you (and your skin’s) back.

Frequently Asked Questions

Updated COVID-19 Policies

Is Lumin fulfilling and shipping orders?

We are currently shipping internationally except to the following countries:

Antigua & Barbuda, Argentina, Ascension, Australia, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Bermuda, Bolivia, Botswana, Brunei, Brunei Darussalam, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile–Easter Island, Colombia, Cook Islands, Costa Rica, Curaçao, Dominican Republic, Ecuador, Egypt, Estonia, Eswatini, Ethiopia, Faroe Islands, Fiji, French Polynesia, Gambia, Grenada, Guatemala, Guinea-Bissau, Guyana, Haiti, Honduras, India, Iran, Iraq, Jamaica, Kazakhstan, Kuwait, Laos, Lebanon, Liberia, Libya, Madagascar, Malawi, Maldives, Martinique, Mauritania, Mauritius, Mexico, Moldova, Mongolia, Montenegro, Morocco, Myanmar, Nepal, New Caledonia, Nicaragua, North-Macedonia, Oman, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Qatar, Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Martin, Samoa, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Solomon Islands, Somalia, South Africa, South Sudan, Sri Lanka, St.Kitts and Nevis, St.Lucia, Sudan, Suriname, Swaziland, Trinidad and Tobago, Turks and Caicos, Uruguay, Vanuatu, Venezuela, Wallis and Futuna, Western Sahara, Yemen, Zimbabwe.

AUSTRALIA: As of June 12th, we are no longer shipping to Australia. Unfortunately, parcels are taking 1-2 months to arrive due to courier delays from COVID-19, so we have stopped Australian orders for the time being. We are monitoring the situation very closely to make sure that we can resume shipping to Australia as soon as the delays are less severe. We truly appreciate your understanding.

If you placed an order to Australia before June 12th, your order is still expected to arrive in 20-40 business days. The tracking does not update consistently, but orders are being delivered and are not being returned to sender. If you have placed a subscription order, please be sure to extend your renewal date through your account. We appreciate your patience!

CANADA: Shipments to Canada are currently experiencing a longer delivery timeline due to courier delays. The expected transit timeline for Canadian orders is 22-25 business days. Shipments are being delivered, but are being heavily delayed in transit. Please allow at least 1 month for the delivery of your order after shipment. We appreciate your patience.

What is the return policy for my order?

We have extended our return period from 30 to 60 days.

This return period starts after the delivery date, as indicated by the tracking number for the order. Please use our Support Concierge portal to begin your return request. We do not accept returns for free trial, bulk, or commitment plan orders.

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

We are currently experiencing slight delays, due to COVID-19. We truly appreciate your patience, and have updated our expected timelines below:

4-8 business day processing time.
4-9 business day shipping transit time (United States).
5-10 business day shipping transit time (Europe).
4-9 business day shipping transit time (Southeast Asia).
8-22 business day shipping transit time (all other countries).

Is my Lumin order safe to use?

The safety of our customers, employees, and general population is of the utmost importance to us and we want you to feel secure in ordering Lumin products as well.

We follow the guidelines and update processes as given by our local government in the USA, which is the Center for Disease Control and Prevention here: https://www.cdc.gov/coronavirus/2019-ncov/index.html. We have always and will continue to follow procedures ensuring we can provide you with a product that is safe to use.

While we take precautions on our end, we recommend that our customers closely monitor and follow the guidelines provided by their own local governments regarding COVID-19. If your local government has determined it is safe to still ship/deliver parcels, we still recommend that you follow additional guidelines to ensure that you are continuing to implement safe measures when handling / receiving deliveries.

Need additional help?

First, let’s personalize.

Products that you receive may vary according to your age bracket & skin type to optimize results.

Personalization Details

How our Free Trial Works!

It’s actually a no commitment free trial!
But here is how it works just in case:
Try your first month of products on us. If you’re not loving the experience, cancel your subscription at anytime in your account settings during your trial.
If you choose to not cancel, in 30 days, we’ll ship you a new larger, subscription box for $48 (a 20% discount to retail price!). Your box will be shipped and billed every 2 months.
You can delay an order, add/remove products to your box at any time

It's a Sample Box, not a Subscription.

But here's how it works just in case:
Try a reduced, 1-month supply of products on us.
Develop a new nightly ritual.
Witness your face get smoother.
Commence the journey to new lifelong habits.
When you're ready, just head back and shop your favorite products.
Yep that's it.

How Our Free Trial Works!

Classic Maintenance

Day 1 - Trial

  • shipping fee for the trial
  • 1-Month* size supply of our Classic Maintenance Set
  • Cancel anytime

Day 30 & Onward - Subscription

  • billed every 2 months (20% off retail price!)
  • 2-Month* size supply shipments of our Classic Maintenance Set every 2 months
  • Cancel, delay, or edit anytime
*Note: Day 1 trial sizes are smaller and designed to last 1 month. Starting on day 30 and forward all renewal sizes will be larger and last 2 months each.
Your trial price: $5
2 month  subscription price (cancel anytime): $48
CONTINUE TO TRIAL - $4.95 GET MY SAMPLE BOX - $4.95

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