Due to the automated process our warehouse fulfills and ships orders, we generally are unable to edit, cancel, or stop shipment on an order that has been created in our system.

Please describe the changes you would like to make to your existing order via the chat widget at the bottom of our FAQ page. We’ll do our best to intercept and update your order before it ships.

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

1. Log into your Lumin Account.
2. Once logged in, please select “Subscriptions” followed by “View Subscription Details” to find the fields to edit.

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

If additional assistance is needed, 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.

You can edit your subscription’s renewal date and renewal interval through your Lumin account. Once logged in, please select “Subscriptions” and then “View Subscription Details” to find the “Delivery Preferences” field to select a renewal date or interval that works for you.

All edits must be made before your subscription’s scheduled renewal date. In most cases we are unable to edit or stop shipment on an order once it has been created in our system.

If additional assistance is needed, 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.

Due to the automated process our warehouse fulfills and hands off orders to our logistics partners for shipping, we are unable to cancel or stop shipment on an order that has been created in our system. If your order has already been created, you can check if you qualify for a refund by following our Return & Refund Policy.

You can cancel your subscription through your Lumin Account.

1. Log into your Lumin Account.
2. Once logged in, select “Subscriptions” followed by “View Subscription Details” to find the Cancellation button at the bottom of the page. Please note, you'll be asked to complete a cancellation survey.
3. Once your subscription cancellation has been processed successfully, you'll receive a confirmation email.

Please note, subscription cancellation won’t cancel orders already created. Due to our automated process, our warehouse fulfills and hands off orders to our logistics partners for shipping. We're unable to edit or stop shipment on an order that has been created in our system. If you don’t wish to keep your order, you can receive a full refund by following our Return & Refund Policy.

If additional assistance is needed, provide us details via our chat widget at the bottom of our FAQ page so our team can further assist you. Select [Account & Subscription] > [Cancel my subscription].

Kindly be sure to provide us with enough information for us to identify your account when contacting us via the chat widget at the bottom of our FAQ page. Or, you can submit a data deletion request here. We will remove your data within 30 days of your request.

Please keep in mind that such 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 also want to request the deletion of all data and information associated with your account, please hold off your deletion request until the assistance you require has been adequately provided.

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 to satisfy our new customers’ varying skincare needs and to provide them with glowing results.

Our free trial orders contain sample-size products that should last for one month when applied in accordance with their instructions.

Both our subscription orders and one-time purchase orders contain full-size products that should last for two months when their instructions are followed.

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

If you are not satisfied 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 can assist you with additional skincare guidance or product recommendation.

Alternatively, you can cancel your subscription prior to its scheduled renewal date through your Lumin account. If additional assistance is needed, provide us details via our chat widget at the bottom of our FAQ page so our team can further assist you. Select [Account & Subscription] > [Cancel my subscription].

Our free trial waives the price of the trial products and is offered at the cost of shipping. Free trial orders are non-refundable. Our trial products should last for one month when applied in accordance with our recommended instructions. The default free trial period is 30 days starting 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 30-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 orders.

Our free trial promotion can only be redeemed once by each customer.

Please note that redeeming our free trial promotion more than once is a violation of our free trial policy. Customers who violate our free trial policy will be charged in full at our subscription pricing for subsequent free trial orders.

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 assist you accordingly.

Our free trial orders are non-refundable. This is because our free trial promotion is offered at the cost of shipping while the products are free.

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.

We're in the process of making exciting changes here at Lumin, and we're shaking things up little by little starting with some product packaging improvements that you may come across at your local Walmart (or their website).

While we have a new look, it's still the same high-quality and thoughtfully-formulated Lumin products that our customers have come to know and love.

Stay tuned, and we look forward to sharing the big news to everyone in the coming weeks!

Our products range between 80% - 95% natural and contain naturally derived ingredients and plant-based extracts. While we do not claim our products to be all-natural, we formulate our products to be paraben-, sulfate-, and phthalate-free. To ensure the health and safety of our customers, all of our products are dermatologically tested for safety and efficacy.

Our product’s full ingredients list can be found on their packaging and on our Ingredients page.

Our formulations are never tested on animals but we do have some products that contain non-vegan ingredients. Please see below for a list of our non-vegan products:

Advanced Repair Scalp Treatment (collagen and keratin)

All Day Clay Pomade (beeswax)

Anti-Wrinkle Defense (cysteine)

Clarifying Body Wash (collagen and keratin)

Conditioning Body Balm (beeswax)

Dark Circle Defense (propolis wax)

Eye-Puff Deflator (xanthan gum)

Intensive Repair Face Mask (propolis wax)

Keratin Recovery Shampoo (hydrolyzed collagen, collagen, and keratin)

Keratin Strengthening Conditioner (collagen and keratin)

No-Nonsense Charcoal Cleanser (animal-derived glycerin)

Reload Exfoliating Rub (lactose)

Touchless Face Mist (propolis wax)

Ultra-Hydrating Moisturizing Balm (propolis wax)

Our product’s full ingredients list can be found on their packaging and on our Ingredients page.

Many of our products are gluten-free, but we do have some products that contain gluten. Please see below for a list of our non-gluten-free products:

Advanced Repair Scalp Treatment (malt extract)

Clarifying Body Wash (decyl glucoside)

Conditioning Body Balm (wheat germ oil)

Cooling Aftershave (oat kernel extract)

Keratin Recovery Shampoo (malt extract)

Keratin Strengthening Conditioner (malt extract)

Skin-Purifying Toner (oat kernel extract)

Our product’s full ingredients list can be found on their packaging and on our Ingredients page.

Our products are 80-95% natural and contain naturally derived ingredients and plant-based extracts. Some of them have soy and tree nut ingredients in the formulation. Please see below for a list of products that contain soy-derived and tree nut-derived ingredients:

Products that contain soy or soy-derived ingredients:

Anti-Fatigue Eye Patch (lactobacillus/soybean ferment extract)

Anti-Wrinkle Defense (soybean-derived lecithin)

Products that contain tree nut or tree nut-derived ingredients:

After Hours Recovery Oil (sweet almond oil and macadamia seed oil)

All-Day Clay Pomade (macadamia seed oil)

Clarifying Body Wash (coconut-based decyl glucoside)

Conditioning Body Balm (coconut oil, sweet almond oil, macadamia seed oil, cocoa seed oil, and shea butter)

Cooling Aftershave (shea butter)

Hydrating Hand Balm (shea butter and cocoglycerides)

Intensive Repair Face Mask (coconut fatty acids derived from coconut oil)

Natural Mineral Deodorant (shea butter and coconut oil)

No-Nonsense Charcoal Cleanser (shea butter)

Nourishing Hand Wash (coconut fatty acids derived from coconut oil)

Skin-Purifying Toner (coconut fatty acids derived from coconut oil)

Soothing Beard Oil (argan oil and tamanu oil)

Our product’s full ingredients list can be found on their packaging and on our Ingredients page.

Detailed step-by-step guides for each of our sets and single products can be found on our How To page. Instruction cards will also be included in your orders.

If you have any product questions or would like skincare tips, please let us know via the chat widget at the bottom of our FAQ page and our customer support team will assist you accordingly.

Consistency is key! For best results, please use your products consistently in accordance with their instructions. Detailed step-by-step guides for each of our sets and single products can also be found on our How To page.

With consistent usage of our products, you may begin noticing changes within one to two weeks. More significant improvements typically become noticeable after three to four weeks of consistent usage and as your skin cycle comes to a close.

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. Provide us with details regarding your skin concerns and goals as our customer support team will assist you accordingly.

We formulate some of our products for nighttime-use because our skin repairs and absorbs products more effectively at night. Our Ultra-Hydrating Moisturizing Balm, Dark Circle Defense, After Hours Recovery Oil, and Anti-Wrinkle Defense are specifically formulated to promote nighttime healing and regeneration.

If additional daytime hydration is needed, you can also apply a moderate amount of our Ultra-Hydrating Moisturizing Balm and After Hours Recovery Oil to alleviate dryness.

We recommend using the Reload Exfoliating Rub before shaving to reduce shaving irritation and ingrown hairs. We also recommend applying the Ultra-Hydrating Moisturizing Balm or After Hours Recovery Oil for post-shaving hydration.

Our No-Nonsense Charcoal Cleanser is excellent for daily use. It is formulated with charcoal to gently remove sweat, dirt, and oil buildup. In addition to cleansing, its shea butter and Centella asiatica ingredients also balances and nourishes your skin.

We recommend cleansing with the No-Nonsense Charcoal Cleanser once in the morning and once before bedtime. It is also perfect to use after a workout or after spending time outdoors.

We accept credit cards, non-prepaid debit cards, PayPal, Google Pay, Apple Pay and Lumin e-gift card 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:

Algeria, Austria, Australia, Bahrain, Belgium, Cambodia, Canada, China, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Jordan, Kuwait, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Morocco, Netherlands, New Zealand, Norway, Oman, Pakistan, Panama, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United Kingdom, United States, Uruguay.

We have stopped shipping to a number of countries due to courier limitations caused by COVID-19; 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 provide us with your location and more details, if needed, so our customer support team can further assist you. 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 (DHL Express)

4-12 business days transit time (Australia and New Zealand)

4-9 business days transit time (United States)

4-9 business days transit time (Southeast Asia)

4-12 business days transit time (Hong Kong)

5-8 business days transit time (Mexico)

5-10 business days transit time (Europe)

5-15 business days transit time (Canada)

10-16 business days transit time (Philippines)

10-14 business days transit time (Japan)

8-22 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

If you still have questions or haven’t received your order yet, 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].

If your order hasn’t shipped yet, there’s a possibility that one or more of the products you ordered are out of stock. Unfortunately, this causes issues in our automated order processing system and 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 we could 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, it’s possible that there was an issue with your tracking number that caused your shipping confirmation email to be undelivered. Typically this happens when couriers fail to scan the parcel into their system or there’s an error in our own order processing system. In these cases, your order has shipped and should be on the way to the address you provided.

If you still have questions or haven’t received your order yet, 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].

Orders that are 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 at checkout. This fee is charged in accordance with the VAT guidelines for these countries.

Orders that are 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 flagged, inspected, and taxed by customs at random. Lumin is not responsible for charges incurred as a result of a destination country’s import policies. If you are required to pay additional fees, please contact your local customs office directly for 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 US.

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, the resale of Lumin products are prohibited unless a contract with our wholesale team has been made.

We have a worldwide Heroes Program that offers a lifetime discount to our customers in the following professions:

Healthcare workers

Law enforcement

First responders

Active military & veterans

Nonprofit organization employees

Please visit our Heroes Program page for additional details. If you believe you're eligible for our Heroes program, contact us via the chat widget at the bottom of our FAQ page so we can collect details regarding your eligibility. Select [Others] > [Heroes program enrollment].

Be sure to have a valid photo identification card to verify eligibility. Our chat widget will collect necessary information and you'll hear from our team within the next 24-48 hours regarding your eligibility status.

Our discount and promo codes can be applied at checkout. If you were notified regarding an exclusive sale via email, you may need to unlock your discount through the email’s shopping link.

Please review your invoice at checkout to ensure your discount has been properly applied. We are unable to issue a refund for the discount amount if your discount and promo code was not applied at checkout.

If you have an active subscription, your store credit will automatically apply to your renewal order.

You may also make a selection to apply your store credit to your purchase on our checkout page. Please review your invoice to ensure your store credit has been properly applied. We are unable to issue a refund for the discount amount if your store credit was not applied at checkout.

Our discount and promo codes cannot be stacked or combined with other offers. Only one discount or promo code can be applied to a single order. Discount and promo codes that are intended for one-time purchases cannot be applied to subscription purchases. We reserve the right to withdraw our discount and promo codes at any time should our customers improperly obtain or apply the codes.

If you are part of our Heroes Program and would like to utilize a discount or promo code, please provide more details regarding your inquiry by contacting us via the chat widget at the bottom of our FAQ page and our customer support team will assist you accordingly.

Referral Program

We’re excited that you want to spread the word about Lumin!

Earn $10 USD for every friend you refer

Refer your friends today and get a $10 USD credit! They will get a FREE Recovery Oil with their first order and you’ll receive a $10 credit added to your account once their order ships.

1. Log into your Lumin Account.
2. Go to "My Account" followed by "Referrals"
3. Share your unique referral link with others or send a text message/email using the unique link!

Influencers

If you are an influencer or content creator, please submit an application with your social media handles or media kit here.

Affiliates

If you are interested in referral incentives, please sign up to become an affiliate here.

Please reach out to our Wholesale Team for further assistance.

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 60 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 delievered to you less than 60 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 30 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 30-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 experienced issues with your order, please provide us with order details via the chat widget at the bottom of our FAQ page so our customer support team can further assist you.

If you have already returned your order, please attach your proof of return (as mentioned in our Return & Refund Policy) and our customer support team will reach out accordingly.

We have extended our return period from 30 to 60 days to accommodate potential shipping delays caused by COVID-19. To receive a full refund, please return your unopened order to one of our warehouses of your choosing. 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.

For more information regarding our return policy, please check out our Return & Refund Policy page. You can also reach out via the chat widget at the bottom of our FAQ page and choose "Refund & Return" in the selection menu so you can receive additional information on our Return & Refund Policy.

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.

If additional assistance is needed, 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].

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

When ordering any of our 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 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.