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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:

1-3 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.

Our free trial promotion is part of a renewing subscription offer. We present our promotional terms throughout the checkout process to inform our customers that if they choose not to cancel or extend their 30-day free trial, a subscription order will be automatically created and billed to their default payment method at the end of the trial period. Our customers can cancel or delay their subscription any time prior to its renewal date through our account portal.

We understand that some customers may overlook our terms and their ability to delay, edit, or cancel a subscription prior to its renewal. You can absolutely receive a full refund by following the instructions below to return your subscription order.

Thank you for your cooperation!

—————

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

Lumin Skin
716 Monterey Pass Road
Monterey Park, CA 91754, USA

Lumin Skin
Hoevenseweg 41
4877 LA Etten-Leur, Netherlands

Lumin Skin
8 Pandan Crescent #01-01
Singapore 128464

Lumin Skin
C/- PO Box 138
Moorebank NSW 1875 Australia

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

  1. Please take note of your order’s return tracking number and postal courier. You will be asked to provide this information as your proof of return. We are unable to issue a refund if we do not receive your proof of return.
  2. Once your order’s return is processed by the courier of your choice, please come back to this page to access our Return Portal (using the button below) to submit your return form.
  3. Our Support Team will respond via email in a few business days to confirm your return and provide refund assistance.

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.

Thank you for your cooperation!

—————

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

Lumin Skin
716 Monterey Pass Road
Monterey Park, CA 91754, USA

Lumin Skin
Hoevenseweg 41
4877 LA Etten-Leur, Netherlands

Lumin Skin
8 Pandan Crescent #01-01
Singapore 128464

Lumin Skin
C/- PO Box 138
Moorebank NSW 1875 Australia

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

  1. Please take note of your order’s return tracking number and postal courier. You will be asked to provide this information as your proof of return. We are unable to issue a refund if we do not receive your proof of return.
  2. Once your order’s return is processed by the courier of your choice, please come back to this page to access our Return Portal (using the button below) to submit your return form.
  3. Our Support Team will respond via email in a few business days to confirm your return and provide refund assistance.

Return Portal

Please submit your proof of return using the return form below. Proof of return consists of your order’s return tracking number and the name of the postal courier that processed your return. Your order’s original tracking number is not a valid proof of return.

Submitting an incomplete or incorrect return form will result in delay, and potentially failure, for our Support Team to process your refund.

Listed below are our return guidelines. Thank you for your cooperation!

—————

To receive a full refund, please return your unopened and unused order to one of our warehouses of your choosing:

Lumin Skin
716 Monterey Pass Road
Monterey Park, CA 91754, USA

Lumin Skin
Hoevenseweg 41
4877 LA Etten-Leur, Netherlands

Lumin Skin
8 Pandan Crescent #01-01
Singapore 128464

Lumin Skin
C/- PO Box 138
Moorebank NSW 1875 Australia

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

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

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If your email provider is not on the list, you can contact us with your detailed inquiry at support@luminskin.com

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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.

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You can also contact us with your detailed inquiry at support@luminskin.com

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