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.

We understand how important your orders are and we want to ensure that they reach you as soon as possible. Therefore, we process orders for shipment immediately. Unfortunately, once an order has been placed, we are unable to 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 contact 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!

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

💡 Important note: If you previously signed in using a Magic Link and you're an existing customer, you need to set up an email and password to access your order history, subscriptions, and account information. Please use the same email address associated with your Lumin orders when completing account creation.

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.

💡 Important note: If you're an existing customer creating an account for the first time, please use the email address associated with your Lumin order(s).

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. After verifying your email address, you can now sign in with your Email and Password.

1. 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.
   
   

2. 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.

3. 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 of 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].

4. 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 that cancelling your subscription does not retroactively cancel your existing or recently renewed orders.

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

5. 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.

6. 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 full-size orders. Free trial orders and subsequent renewals from a free trial do not qualify for the 30-day Satisfaction Guarantee.

Chat

For fast assistance, please click on our chat widget at the bottom of this Support page to create a support ticket.

Our Lumin Live Chat Hours are from Monday - Friday from 4am - 4pm MT. If a chat conversation is initiated outside of these hours, we'll get back to you via email as soon as we can!

Email

support@luminskin.com 

If you prefer to contact us via email, please email us at support@luminskin.com and we'll respond within 24 hours.

Phone

While we don't offer customer support over the phone, you're welcome to leave us a voicemail.

Please leave a voicemail with your inquiry and email address associated with your Lumin order and we'll respond to you via email within 24 hours.

+1-626-714-5807 (Press 2 for Lumin)

As a friendly reminder, for fast assistance, please click on our chat widget at the bottom of this Support page to create a support ticket.

The Luminary League is our loyalty & rewards program where you can gain coins (aka points). When you sign up for The Luminary League, you can earn rewards every time you shop on luminskin.com! You can also earn coins for liking and following us on social media. You can redeem coins for exclusive gifts and rewards as you earn coins.

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.

Once you place your order on our website or your subscription renews, you will receive an email confirmation. This email contains important details like the order number (it 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!

In addition to 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!

Customers who wish to return their full-size unopened order for a refund must do so within 30 days of receiving the package, per our Return & Refund Policy.

For order-related concerns and shipping & delivery-related issues, customers must contact us via email or live chat within 90 days of their order's purchase date.

Since shipping companies often reuse or deactivate tracking numbers after 90 days, we cannot guarantee that we can offer assistance after 90 days especially if we need the tracking information to fully investigate.

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 your order's shipping address needs to be changed, please use the chat widgetat the bottom of our Support page. We will do our best to accommodate your request and update your order before it is shipped.

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.

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 it, including important details like the order number (which 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.

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!

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

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 or our products, please visit our Support page and click the chat icon at the bottom of the page to chat with us.

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.

If you received an order confirmation email or were charged for an order but do not recall placing it from your end, you may be enrolled in a subscription with us!

Please note that we offer the following purchase options:

• free trial kit with a renewing subscription
• full-size subscribe & save purchase
• full-size one-time purchase

Many of our customers discover our products through our free trial promotion, where you can get a trial-size kit at the cost of shipping to experience our products before receiving full-size orders. Our free trial promotion includes a renewing subscription, which customers can cancel anytime.

Alternatively, our customers may place full-size orders from our website without redeeming the trial offer as a one-time purchase or a subscribe & save purchase.

If a customer chooses the subscribe & save option, it provides their preferred product at a special subscription price and will automatically renew every two months (by default). Like the free trial offer with a renewing subscription, customers can cancel their subscription anytime.

💡 Need to manage or cancel your Lumin subscription?

To manage and cancel any active subscription with us, please head to our chat widget at the bottom of our FAQ & Support page. Select Manage Account & Subscription, then choose Cancel my subscription. You will be asked to provide some information so our system can securely locate your account, so please be sure to provide the email address where you received an order confirmation from Lumin.

To make an eligible return for a full refund, please visit our Return & Refund Policy page for the complete details.

If you need further assistance, please don't hesitate to reach out so we can do our best to help you!

We're sorry to hear you'd like to cancel your subscription! If you recently placed a free trial or a "subscribe & save" order with us but haven't completed your account creation, you must set up an email and password to access and manage your order history, subscriptions, and account information. Please use the same email address associated with your Lumin order(s) when completing account creation.

Please follow the steps below to complete account creation.

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.

💡 Important note: If you're an existing customer creating an account for the first time, please use the email address associated with your Lumin order(s).

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. After verifying your email address, you can sign in with your Email and Password.

We offer our free trial promotion to help you determine if our products are right for you before you begin a new skincare journey with us! We're 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 according to our product instructions!

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 through your Lumin account before its scheduled renewal date.

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 the full amount 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 contact us via the chat widget at the bottom of our FAQ page, and our customer support team will be happy to assist you accordingly!

Because our free trial promotion is offered at the cost of shipping while the products are free, free trial orders are non-refundable.
If you encountered issues with your free trial order, please reach out via the chat widget at the bottom of our FAQ page so our team can further assist you!

Benefits

• Daily use will help pores appear smaller and tighter, and the skin’s surface to look smooth
• Removes excess oil and rebalances the skin
• Lathers to a creamy foam, perfect for gently removing oil and dirt
• The easiest first step you can take to build a skincare routine

How to Use

1. Wet your hands and work up a lather with a quarter-sized amount of charcoal face cleanser. 
2. Then massage all over the face in circular motions.
3.  Rinse with warm water and pat dry, then follow with your skincare routine

Product Application Video

Check out Lumin's How To page here and see how the Charcoal Face Wash Daily Detox is applied.

Shop

Click here to view all ingredients for Lumin's Charcoal Face Wash Daily Detox, read customer reviews, and make a purchase!

Benefits

• If you have blemish prone, oily skin - this is your new go-to
• The gentle chemical exfoliant removes dead skin cells and smooths texture
• No harsh exfoliating beads
• Cellulose gently pills to remove rough skin texture, while Charcoal pulls out impurities from the pores

How to Use

1. Start with damp or dry, clean skin.
2. Wet your hands then massage a quarter-sized amount of charcoal face scrub in circular motions all over your face to remove any dead skin particles.
3. Rinse with warm water and pat dry, then follow with your skincare routine.

Product Application Video

Check out Lumin's How To page here and see how the Charcoal Scrub Deep Detox is applied.

Shop

Click here to view all ingredients for Lumin's Charcoal Scrub Deep Detox, read customer reviews, and make a purchase!

Benefits

• A lightweight gel texture that glides on and absorbs seamlessly
• Instantly plumps dehydration lines
• Fights the appearance of crows feet and temporarily reduces the appearance of puffiness
• It's basically an espresso shot for your eyes

How to Use

1. Press the pump once for the perfect amount of under eye cream.
2. Then, use your ring finger to lightly tap the product below your eye.
3. Repeat on the other side.

Product Application Video

Check out Lumin's How To page here and see how the Dark Circle Defense Balm is applied.

Shop

Click here to view all ingredients for Lumin's Dark Circle Defense Balm, read customer reviews, and make a purchase!

Benefits

• Instantly hydrates without being sticky to the touch
• Brightens dull skin
• Layers perfectly with our Clean and Defend products
• Quickly absorbs into the skin so you can go about your day

How to Use

1. After cleansing your face, press the pump once for the perfect amount of face moisturizer.
2. Massage the moisturizer into your face using circular motions, bringing any excess down onto your neck.
3. Use morning and night.

Product Application Video

Check out Lumin's How To page here and see how the Daily Face Moisturizer is applied.

Shop

Click here to view all ingredients for Lumin's Daily Face Moisturizer, read customer reviews, and make a purchase!

Benefits

• Instant hydration for dry, dehydrated skin
• Plumps and re-energizes the skin
• Retains moisture all the live long day
• Keep this on rotation as dry skin face care during cold winters

How to Use

1. After cleansing your face, press the pump once for the perfect amount of dry skin moisturizer. 
2. Massage the moisturizer into your face using circular motions, bringing any excess down your neck.

Product Application Video

Check out Lumin's How To page here and see how the Extra Strength Moisturizer is applied.

Shop

Click here to view all ingredients for Lumin's Extra Strength Moisturizer, read customer reviews, and make a purchase!

Benefits

• Perfect for people with oily skin aka those of us who look shiny in pictures
• Quickly absorbs and melts into the skin without a greasy or oily look
• No silicones, no fragrance, no problem
• Grab one for scorchin' summers and tropical vacations

How to Use

1. After cleansing your face, press the pump once for the perfect amount of oil-free moisturizer.
2. Massage the moisturizer into your face using circular motions, bringing any excess down onto your neck.
3. Use morning and night.

Product Application Video

Check out Lumin's How To page here and see how the Super Light Moisturizer is applied.

Shop

Click here to view all ingredients for Lumin's Super Light Moisturizer, read customer reviews, and make a purchase!

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.

Our formulations are never tested on animals, however, some products contain non-vegan ingredients. Please see below for a list of our non-vegan products:

• Advanced Repair Scalp Treatment
• All Day Clay Pomade
• Extra Strength Moisturizer
• Instant Dark Circle Corrector
• Clarifying Body Wash / Hydrating Body Wash
• Conditioning Body Balm
• Keratin Recovery Shampoo
• Keratin Strengthening Conditioner

Our products' full ingredients list be found on their respective product pages as well as on their packaging. If you have any additional questions, please feel free to reach out to us via the chat widget!

Yes, the Deep Cleanse Shampoo Bar can be used with any existing hair care routine you may have!

Since everyone's routines and lifestyles may differ, we formulated our products for daytime or nighttime use. Therefore, the only products we recommend strictly for daytime use are 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!

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.

We recommend cleansing your face once in the morning and once before bedtime. It is also perfect to use after a workout or after spending time outdoors. After cleansing, follow up with your favorite moisturizer to hydrate your skin.

Use a gentle cleanser formulated for daily use such as our Charcoal Face Wash Daily Detox! It's formulated with charcoal to help gently remove sweat, dirt, and oil buildup. In addition to cleansing, its shea butter and Centella Asiatica ingredients also help balance and nourish the skin.

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

Please note that PayPal is available on our website in 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, 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)
• 5-10 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.

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

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 due to 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. 

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, please 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. Additionally, kindly 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 provide us more details about your inquiry by contacting us via the chat widget at the bottom of our FAQ page. 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 contact our Wholesale Team and one of our staff members will circle back as quickly as possible.

If you have any problems with your order, please 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 help you immediately.

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. Free trial orders and subsequent renewals from a free trial do not qualify for the 30-day Satisfaction Guarantee.