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Lumin Support Concierge

Welcome to our concierge portal! We're here to help, just let us know how.

I have questions about using or purchasing Lumin products.

Thanks for your interest in Lumin! Please fill out the form below and a Lumin expert will respond shortly.

My order hasn't shipped or I haven't received my order.

We’re very sorry to hear that your order hasn't shipped or hasn't been delivered. Our current timelines for processing and shipping are as follows:

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).

If your order is outside of this processing or shipping time frame for your country, please fill out the form below and a Lumin team member will assist you shortly. We appreciate your patience!

Providing an order number speeds up response times. You can find your order number in an email title "Order Confirmed".

I want to cancel my subscription.

Sorry to hear that! You can cancel your subscription or delay your next order through your account.

Please note that un-selecting all products in your subscription will not allow you to cancel your subscription. Instead, please scroll to the bottom of the home page of your account to cancel your subscription. You will receive an email confirming the subscription cancellation shortly after you process the cancellation through your account.

A subscription cancellation will only cancel future orders and cannot cancel an already created order. If you would like to cancel an order, please navigate to the prior page.

I want to cancel or return my order.

Unfortunately, we cannot guarantee an order cancellation or shipment cancellation once an order has already been created. However, we would be happy to get the return process started for your order.

Which of the following best describes your situation?

I need to make changes to my current order.

Thanks for letting us know! Unfortunately, we cannot guarantee changes to an order once it has already been created. However, please fill out the form below and a Lumin team member will be with you shortly to assist in any way we can.
Thank you!

Providing an order number speeds up response times. You can find your order number in an email title "Order Confirmed".

I want to be a Lumin ambassador, influencer, or partner.

We're so excited to hear that you want to partner with Lumin!

Influencer inquiries: Please contact our team at https://luminskin.grin.live/lumindudes with your social media platforms, follower/subscriber count, and media kit. Please provide detailed information about your social media platforms and your proposed idea for a partnership. Alternatively, you can apply to become a Lumin affiliate here.

Wholesale and dropshipping inquiries: Please contact our team at wholesale@luminskin.com with details about your wholesale or dropshipping platform and your expected order volume.

Marketing or B2B inquiries: Please contact our team at wholesale@luminskin.com with your detailed proposal.

I want to report a bug or provide feedback.

Your feedback is extremely important so that we can continue to improve your Lumin experience. Please fill out the form below with detailed information regarding a website bug/error or product/packaging feedback.

I need help with something else.

Please fill out the form below to speak to one of our Lumin team members.
Thank you!

Providing an order number speeds up response times. You can find your order number in an email title "Order Confirmed".

I can’t access my account system

If you’re having trouble with accessing your account portal, please fill out the form below and a Lumin team member will assist you shortly.

Providing an order number speeds up response times. You can find your order number in an email title "Order Confirmed".

I forgot to cancel my subscription or didn’t know I had a subscription. I’d like to return my subscription order and cancel my subscription.

All free trials automatically renew into a monthly or bi-monthly subscription after the 1 month trial period, as stated throughout the free trial check-out process. We allow customers to cancel this subscription at anytime during the 1 month trial by accessing their account portal (located on our website).

We understand that it’s easy to forget and we’re happy to provide a 100% refund on your unopened subscription order with a return. Please follow the steps below to begin the return process.

We apologize in advance for any inconvenience. Thank you for your cooperation!

—————

RETURN INSTRUCTIONS:
Please return your unopened and unused order to a Lumin warehouse (listed below) with a tracking number to track the return parcel. Orders must be returned within 60 days of the original delivery date, as stated by the tracking number. Returns processed after the 60 day window are not eligible for a refund. Return postage must be paid by the customer. Warehouses are not open to the public.

Attn: Lumin Skin
716 Monterey Pass Road
Monterey Park CA 91754 USA

Attn: Lumin Skin
Hoevenseweg 41
4877 LA Etten-Leur
The Netherlands

Attn: Lumin Skin
8 Pandan Crescent 01-01
Singapore 128464

  1. Please take note of your tracking number and postal courier, as this is required to process your return.
  2. Orders that are marked as "Returned to Sender" or "Refused" are not eligible for a full refund.
  3. Come back to the return portal to fill out your return form.
  4. Our Support Team will be with you shortly to confirm your return and process a full refund.

I didn’t receive my free trial order and a subscription renewal order has been created.

We’re so sorry to hear that you didn’t receive your free trial order!
All free trials automatically renew into a bi-monthly subscription after the 1 month trial period, as stated throughout the free trial check-out process.

The subscription must be canceled through the account to prevent a subscription renewal and the renewal is based on the free trial order date.

Please fill out the form below so that a Lumin team member can assist you with the missing free trial order and subscription renewal.
Thank you for your understanding!

Providing an order number speeds up response times. You can find your order number in an email title "Order Confirmed".

I want to cancel or return my free trial order.

Which of the following best describes your situation:

I want to cancel my free trial order.

Unfortunately, we cannot guarantee an order cancellation or shipment cancellation once an order has already been created. However, please fill out the form below and a Lumin team member will be with you shortly to assist. Thank you!

Providing an order number speeds up response times. You can find your order number in an email title "Order Confirmed".

I want to return my free trial order.

We are unable to offer a refund or return for a free trial order because we cannot refund the shipping fee. We apologize for any inconvenience caused. If you are no longer interested in Lumin products, you can cancel your subscription through your account.

I want to cancel or return my order. It is not a free trial order

Which of the following best describes your situation:

I want to cancel my non-free trial order.

Unfortunately, we cannot guarantee an order cancellation or shipment cancellation once an order has already been created. However, please fill out the form below and a Lumin team member will be with you shortly to assist. Thank you!

Providing an order number speeds up response times. You can find your order number in an email title "Order Confirmed".

I want to return my non-free trial order.

Please follow the instructions below to get your return process started.

—————

RETURN INSTRUCTIONS:
Please return your unopened and unused order to a Lumin warehouse (listed below) with a tracking number to track the return parcel. Orders must be returned within 60 days of the original delivery date, as stated by the tracking number. Returns processed after the 60 day window are not eligible for a refund. Return postage must be paid by the customer. Warehouses are not open to the public.

Attn: Lumin Skin
716 Monterey Pass Road
Monterey Park CA 91754 USA

Attn: Lumin Skin
Hoevenseweg 41
4877 LA Etten-Leur
The Netherlands

Attn: Lumin Skin
8 Pandan Crescent 05-03
Singapore 128464

  1. Please take note of your tracking number and postal courier, as this is required to process your return.
  2. Orders that are marked as "Returned to Sender" or "Refused" are not eligible for a full refund.
  3. Come back to the return portal to fill out your return form.
  4. Our Support Team will be with you shortly to confirm your return and process a full refund.

Return Portal

Your feedback is extremely important so that we can continue to improve your Lumin experience. Please fill out the form below with detailed information regarding a website bug/error or product/packaging feedback.

Attn: Lumin Skin
4361 Valley Blvd
Los Angeles, CA USA 90032
Attn: Lumin Skin
8 Pandan Crescent 05-03
Singapore 128464
Attn: Lumin Skin
Hoevenseweg 41
4877 LA Etten-Leur
The Netherlands

Please note that returns are only valid for unopened and unused products within 30 days of the original date of delivery, according to the tracking number.Trial orders are unable to be returned.

The cost of return shipping is not covered by Lumin Skincare. The tracking number provided in the fields below should not be the tracking number of the original order. The postal service that is used for the return parcel and new tracking number are both required for the return. Order return forms that state the same tracking number as the original order are not guaranteed a refund.
Thank you for your cooperation!

Providing an order number speeds up response times. You can find your order number in an email title "Order Confirmed".

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A Lumin team member will respond to you shortly to assist you. You will also be notified via email when you receive a response.

Email browser not opening? Please contact us with your detailed inquiry at support@luminskin.com

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