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.

💡 Located in Mexico? Please check the FAQ article below!

I don't have the option to create an account and use a password, how do I login to my account?

We're working on implementing the password feature for everyone soon, and if you don't have the option to create an account with a password, you can still access your Lumin account!

When you place an order with us, a Lumin account is automatically created in our system connected to the email address you entered during checkout.

Easily access your Lumin account to see your order history, subscriptions, etc., by following the steps below:

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

2. Enter the same email address you used to place an order with us and click Email me a login link.
   
   
   
3. Check your email inbox to find an email from support@luminskin.com with the email subject Your Luminskin Account Authentication Link. Click the link to access your Lumin account!
   
   Note: If you don't see an email from us (support@luminskin.com) in your primary email inbox, please check your spam, trash, or junk folders.
   
   

If additional assistance is needed and you’re still having trouble logging in, please reach out to us through our chat widget at the bottom of our Support page so our team can further assist you.

💡 Not located in Mexico? Please see the FAQ article below!

How do I create an account?

You may request data deletion in accordance with GDPR, CCPA, etc., or marketing removal (to be unsubscribed from our email list) through our chat widget at the bottom of our FAQ page. To ensure the speediest assistance, please provide us with complete information so we can quickly identify your account per global privacy laws.

Alternatively, you can submit a data deletion request here. We will remove your data within 30 days of your request. Please keep in mind that data deletion is irreversible and unrestorable. Once your data and information are removed from Lumin’s database, we can no longer provide any assistance regarding your account, past purchases, refunds, and reshipments.

If you are seeking assistance with your order and want to request the deletion of all data and information associated with your account, please hold off on your data deletion request until the assistance you require has been adequately provided.

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!

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.

• Account portal for customers within the U.S.
• Account portal for customers outside of the U.S.

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!

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.

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.

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.

You may also access your order history through your Lumin account portal.

• Account portal for customers within the U.S.
• Account portal for customers outside of the U.S.

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!

Once an order is placed, you will receive an email confirming your order, including 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!

You may also log in to your Lumin account to find your order details, including the order number, tracking number, and shipping status in the Orders section.

• Account portal for customers within the U.S.
• Account portal for customers outside of the U.S.

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!

You can update your subscription items to add, remove, or change products before an upcoming subscription renewal date through your Lumin account portal.

1. Log in to your Lumin account.
2. Once signed in, select Subscriptions, then click Edit items on the active subscription you want to adjust.
3. Click Add new items and select the product(s) you wish to include in your subscription.
4. Click Add new items once again to see your updated subscription cost.
5. After reviewing your updated subscription cost, click Update Subscription and finalize the change by clicking Confirm.

Please make your preferred subscription changes before the upcoming renewal date to ensure all changes are applied accordingly.

If you require further assistance or have questions about your subscription and our products, please visit our Support page and chat with us by clicking the chat icon at the bottom of the page.

We've made canceling your subscription easier than ever! To get started with your subscription cancellation, please head over to our chat widget  at the bottom of our Support page.

From there, select Manage Account & Subscription, then Cancel my subscription. You will be asked to enter the email address associated with your active Lumin subscription. Once you have cancelled your subscription, you will be sent a Cancellation Confirmation email.

Alternatively, you can cancel your subscription through your Lumin account.

1. Log in to your Lumin account. 
2. Once signed in, click Subscriptions to locate the active subscription you wish to cancel; from there, click View details.
3. Click the Cancel Subscription button at the bottom of the page, and you will be prompted to answer a brief cancellation survey. Please note: Your subscription cancellation is finalized after completing the short survey and confirming your cancellation (please see image below). Once a subscription has been successfully cancelled, a Cancellation Confirmation email will also be sent for your records.

💡 Note: If you have never accessed your Lumin account since ordering from us OR if you previously accessed it via Magic Link, you must create an account using the same email address as when you placed your order. For a step-by-step process on creating an account [even as an existing customer], please check: How do I create an account?

If you require further assistance, provide us details via our chat widget at the bottom of our Support page, and our team help out as quickly as possible. To get started, please select Account & Subscription, then choose Cancel my subscription.

💡 Located in Mexico? Please check out the FAQ article below!

How can I cancel my subscription? (Mexico customers only)

We've made canceling your subscription easier than ever! To get started with your subscription cancellation, please head over to our chat widget  at the bottom of our Support page.

From there, select Manage Account & Subscription, then Cancel my subscription. You will be asked to enter the email address associated with your active Lumin subscription. Once you have cancelled your subscription, you will be sent a Cancellation Confirmation email.

You can cancel your subscription through your Lumin account.

1. Log in to your Lumin account.
2. Once signed in, click My Subscriptions to locate the active subscription you wish to cancel; from there, click View details.
3. Click the Cancel Subscription button at the bottom of the page, and you will be prompted to answer a brief cancellation survey. Please note: Your subscription cancellation is finalized after completing the short survey and confirming your cancellation (please see the image below). Once a subscription has been successfully cancelled, a Cancellation Confirmation email will also be sent for your records.

If you require further assistance, provide us details via our chat widget at the bottom of our Support page, and our team help out as quickly as possible. To get started, please select Manage Account & Subscription, then choose Cancel my subscription.

💡 Not located in Mexico? Please check out the FAQ article below!

How can I cancel my subscription?

You can edit your subscription’s renewal date and interval through your Lumin account. Once logged in, please select “Subscriptions” and then “View details” to find the “Edit schedule” button to select a renewal date or interval that works for you.

Please note that all edits must be made before your subscription’s scheduled renewal date. In most cases, we cannot edit or stop the shipment of an order once it has been created in our system.

If you require further assistance, provide us details via our chat widget at the bottom of our FAQ page so our team can further assist you. Select Account & Subscription to view available topics.

💡 Located in Mexico? Please check the FAQ article below!

How do I change or delay my renewal date? (Mexico customers only)

You can edit your subscription’s renewal date and interval through your Lumin account. Once logged in, please select “My Subscriptions” and then “View details” to find the “Edit schedule” button to select a renewal date or interval that works for you.

Please note that all edits must be made before your subscription’s scheduled renewal date. In most cases, we cannot edit or stop the shipment of an order once it has been created in our system.

If you require further assistance, provide us details via our chat widget at the bottom of our FAQ page so our team can further assist you. Select Account & Subscription to view available topics.

💡 Located outside of Mexico? Please see the FAQ article below!

How do I change or delay my renewal date?

You can edit your subscription's products, renewal date, shipping address, and payment information through your Lumin Account.

1. Log into your Lumin Account.
   
   💡 Note: The login process for our customers in Mexico does not require a password when visiting  shop.luminskin.com - you will only be asked to enter the email address associated with your Lumin order(s), and you'll receive a secure Magic Link to access your account.
   
   Please check your junk, spam, promotions, or trash folder if you do not see an email from support@luminskin.com titled "Your Luminskin Account Authentication Link."
   
   
   
2. Once logged in, please select My Subscriptions to find your active subscription, then click View details to review and make changes to your subscription.

Please note that all edits must be made before your subscription’s scheduled renewal date. In most cases, we're unable to edit or stop the shipment of an order once it has been created in our system.

If additional assistance is needed, please reach out to us via the chat widget at the bottom of our Support page so our team can further assist you. Please select Account & Subscription to view available topics, and our team will be happy to help!

Our free trial orders contain sample-size products, allowing our customers to try our products within their trial period. Volumes differ depending on which trial-size product is included in your free trial order; however, here is a general list of our trial-size product offerings:

Dark Circle Defense (0.34 fl oz / 10ml)
Charcoal Cleanser (0.68 fl oz / 20ml)
Exfoliating Rub (0.34 fl oz / 10ml)
Ultra-Hydrating Moisturizing Balm (0.68 fl oz / 20ml)

Our subscription and one-time purchase orders contain full-size products enough for two months of use when used per our product instructions!

💡 Not located in Mexico? Please check out the FAQ article below!

How much product do I get for my free trial order?

We offer our free trial promotion so you can find out if our products are right for you before you begin a new skincare journey with us! We are confident in our premium ingredients and formulations but recognize that each individual may have a different experience with our products, depending on their skin.

We offer a variety of product sets through our free trial promotion in hopes of satisfying our new customers' varying skincare needs and providing them with glowing results.

Our trial orders contain sample-size products, allowing our customers to try our products within their trial period. Volumes differ depending on which trial-size product is included in your free trial order; however, here is a general list of our trial-size product offerings:

Charcoal Face Wash Daily Detox (0.34 fl oz / 10ml)
Charcoal Scrub Deep Detox(0.34 fl oz / 10ml)
Daily Face Moisturizer (0.34 fl oz / 10ml)
Dark Circle Defense Balm (0.34 fl oz / 10ml)
Extra Strength Moisturizer (0.34 fl oz / 10ml)
Instant Dark Circle Corrector (0.17 fl oz / 5ml)
Instant Redness Corrector (0.17 fl oz / 5ml)
Super Light Moisturizer (0.34 fl oz / 10ml)
Wrinkle Defense Serum (0.17 fl oz / 5ml)

Our subscription and one-time purchase orders contain full-size products enough for two months of use when used per our product instructions!

💡 Located in Mexico? Please check out the FAQ article below!

How much product do I get for my free trial products? (Mexico customers only)

Consistency is key! For best results, please use your free trial products consistently, following the instructions provided with your free trial order. You may start seeing noticeable improvements in three weeks.

If you are dissatisfied with your skincare results, you can provide us with your feedback, skincare concerns, and goals by contacting us via the chat widget at the bottom of our FAQ page. Our customer support team will be ready to help with additional skincare guidance or product recommendations.

Alternatively, you can cancel your subscription before its scheduled renewal date through your Lumin account.

• Account portal for customers within the U.S.
• Account portal for customers outside of the U.S.

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 "Account & Subscription" then "Cancel my subscription" to get started.

Our free trial waives the price of the trial products and is offered at the cost of shipping. Free trial orders are non-refundable. The default free trial period begins on the free trial’s order date.

By redeeming our free trial, you are agreeing to the automatic enrollment of our bimonthly subscription service. Your first subscription order is set to renew at the end of your 21-day free trial period.

Upon your subscription’s scheduled renewal date, your default payment method on file will be automatically charged with our subscription pricing.

You can extend your free trial period, postpone your subscription’s renewal date and interval, or cancel your subscription at any time through your Lumin account.

When a subscription cancellation is successfully processed you will receive a confirmation email.

To avoid getting charged for a new subscription order, you must cancel your subscription before its scheduled renewal date. Once your subscription order has already been created, you can receive a full refund by following our Return & Refund Policy.

Our free trial promotion can only be redeemed once by each customer. Customers who redeem our free trial promotion more than once are in violation with our free trial policy and will be charged in full at our subscription pricing for subsequent free trial order attempts.

Each customer can only redeem our free trial promotion once.

Please note that redeeming our free trial promotion more than once violates our free trial policy. Customers who violate our free trial policy will be charged in full at our subscription pricing for subsequent free trial redemption attempts.

If you would like to sample any of our products after redeeming your free trial order, please get in touch with us via the chat widget at the bottom of our FAQ page, and our customer support team will assist you accordingly!

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!

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!

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 via the chat widget at the bottom of our FAQ page. Please provide details about your skin concerns and goals so our customer support team can help you as soon as possible!

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!

We recommend using an exfoliating scrub before shaving to reduce shaving irritation and ingrown hairs. After shaving, it's also best to apply moisturizer to soothe and hydrate your skin!

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. Wash your face with a mild face wash and pat your skin dry.
2. 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.

You can expect the same high-level quality Lumin products you know and love.

While we have a new look and feel to accommodate everyone, there may have been a few formulation changes for some of our existing products. For any specific questions regarding any of our products, please chat with us on our FAQ page, and we’d be happy to help.

With the exception of a few hair and body products, our products are within the 3.4 ounces (100 mL) limit for air travel and can be packed in your carry-on luggage. You can find our product’s volumes displayed in their photos when browsing our website.

We offer skincare for men, and our products are optimized for male skin. With that said, many women enjoy our products and are big supporters of Lumin! If you're unsure whether our products would be a good fit for you, we recommend trying our free trial promotion. Additional details of our free trial offerings can be found here.

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

We accept credit cards, non-prepaid debit cards, PayPal, Google Pay, Apple Pay, and Lumin e-gift cards as forms of payment.

Please note that the use of PayPal on our website is available for the following currencies: AUD, BRL, CAD, CHF, CNY, CZK, DKK, EUR, GBP, HKD, HUF, ILS, JPY, MXN, MYR, NOK, NZD, PHP, PLN, RUB, SEK, SGD, THB, TWD, USD.

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.

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.

You can also input your email address and order number OR tracking number to get your shipping updates through the following link: https://orderlookup.pmall.shop/lumin

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.

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.

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.

You can purchase authentic Lumin products directly on Amazon.com and our website. Additionally, you can purchase authentic Lumin products at select Target and Walmart locations in the U.S.

Approved resellers of Lumin are provided with a letter of authenticity from our wholesale team. If you are unsure of the authenticity or safety of your Lumin products from a reseller, please inquire about their letter of authenticity or provide us with additional information via the chat widget at the bottom of our FAQ page so we can assist you.

Please note that the resale of Lumin products is prohibited unless a contract with our wholesale team has been made.

Our Heroes Program is available worldwide and provides a lifetime discount to customers who work in/have the following professions:

• Active military & veterans
• First responders
• Healthcare workers
• Law enforcement
• Non-profit organization employees

To see if you qualify for our Heroes Program, don't hesitate to get in touch with us through the chat widget at the bottom of our FAQ page. Select "Others" and "Heroes program enrollment" from there to begin the process. We will gather the necessary information to determine your eligibility.

Please have a valid photo identification card ready to verify your eligibility. Our chat widget will collect all the necessary information, and our team will contact you within the next 24-48 hours regarding your eligibility status.

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.

Your store credit will automatically apply to your next renewal order if you have an active subscription.

You may also select to apply your store credit to your purchase on our checkout page.

Before placing your order, please review your order's total to ensure your store credit has been properly applied. Unfortunately, we are unable to issue a refund for the discount amount if your store credit was not applied before completing the checkout process.

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.

If you're already part of our Heroes Program and would like to use a discount or promo code, please give us more details about your inquiry by contacting us via the chat widget at the bottom of our FAQ page, and our customer support team will assist you as best as possible!

Content Creators & Influencers

If you are an influencer or content creator, please reach out to our team via partnerships@menskin.co and include your social media handles or media kit!

For any wholesale-related inquiries, please reach out to our Wholesale Team and one of our staff members will circle back as quickly as possible.

1. Replacement Assistance

   The fastest way to receive our assistance is to submit a customer support ticket via the chat widget on our FAQ page.

   If you received defective, damaged, or incorrect products, select the chat topic [Product Issues].

   If your order experienced problems with shipping or delivery, select the chat topic [Shipping & Delivery].

   Please contact us for assistance within 90 days of your order’s purchase date. After 90 days, we are unable to guarantee that return, refund, or replacement assistance can be offered.

2. Return Eligibility

   We only accept the return of one-time purchases and subscription orders. The order must be unopened and returned within 30 days of its delivery, as indicated by its tracking information.

   We do not accept the return of free trial orders. This is because our free trial promotion is offered at the cost of shipping while the products are free.

3. 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.
   
   

   
   Step 1

   Check if your order meets all the conditions for returning and getting a refund.

   • The package is unopened
   • The package was delivered to you less than 30 days ago
   • It is a one-item purchase or a subscription order (not a free trial)

    

   Step 2

   Choose a courier service and pay the cost of return shipping.

   • We do not cover the cost of return shipping
   • You can be eligible for a 50% refund on orders marked as "refused" or "returned to sender"
   • We do not accept in-person returns.

    

   Step 3

   Submit your proof of return via chat on our FAQ page by selecting [Refund & Return] > [submit my proof of return].
   
   Your returned shipment receipt must show our warehouse as the destination. If it doesn’t, you must also submit one of the following as your proof of return:

   1. an active return tracking number, OR

   2. a photo of your package clearly labeled with a return destination

    

   Step 4

   We process your refund, which may take up to 5-10 business days to return to your original payment method.

    

4. 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 therefore eligible for a 50% refund. Original shipping fees are non-refundable. We provide replacement assistance as an alternative remediation for these types of orders.

5. Refund Timeline

   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.

6. Free Trial Policy

   Free trial orders are non-refundable. Our free trial promotion waives the price of the trial products and is offered at the cost of shipping. The default free trial period is 21 days starting on the free trial’s order date.

   Each customer is allowed to redeem our free trial promotion once. Customers who redeem multiple free trial promotions are in violation with our free trial policy and will be charged in full at our subscription pricing for subsequent free trial orders.

   By redeeming our free trial promotion, you are agreeing to the automatic enrollment of our bimonthly subscription service. Your first subscription order is set to renew at the end of your 21-day free trial period. Upon your subscription’s scheduled renewal date, your default payment method on file will automatically be charged with our subscription pricing.

   You can extend or cancel your free trial at any time through your Lumin account or by submitting a chat ticket through our FAQ page. Select the chat topic [Account & Subscription] > [Update account or subscription].

7. Subscription Cancellation

   If you have an active subscription and do not want to get charged for a renewal order, you must cancel your subscription before its renewal date. Please note, cancelling your subscription does not retroactively cancel your existing or recently renewed orders.

   You can cancel your subscription at any time through your Lumin account or by submitting a chat ticket through our FAQ page. Select the chat topic [Account & Subscription] > [Cancel my subscription].

8. 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.

9. 30 Day Satisfaction Guarantee

   30-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 support@luminskin.com 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 orders. Products received through a free trial are not eligible for the 30-Day Satisfaction Guarantee.

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.

To receive a full refund, please return your unopened full-size order to one of our warehouses of your choice within 30 days from the date of delivery.

Please note your proof of return must include either an active return tracking number or a photo of your package clearly labeled with a return destination and postage.

Please check out our Return & Refund Policy page for more information regarding our return policy.

You can also reach out via the chat widget at the bottom of our FAQ page and choose "Refund & Return" in the selection menu to receive additional information on our Return & Refund Policy.

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. 

At Lumin, we want to ensure you’re 100% satisfied with our products.

When ordering any of our full-size Lumin products for the first time, you’ll have 30 days to use the product to determine whether you like it or not. If you’re not satisfied with your product, you’ll have 30 days from your initial order date to be eligible for a refund for the price of that product.

Please note: the 30-Day Satisfaction Guarantee refund does not cover, include, or apply to any shipping fees, customs fees, or any other additional fees. In addition, the 30-Day Satisfaction Guarantee is only eligible for first-time orders. Products from a free trial do not qualify for the 30-Day Satisfaction Guarantee.