We'd love to help you out!
Please check the FAQ options below for answers to commonly asked questions.
I need help!
Please check out our Lumin Support Concierge to get help with product questions, order returns, and any other inquiries. Let us know how we can help!
I want to cancel or make changes to my subscription.
If you wish to cancel your subscription, please access your subscription account. Please note that we can add/remove products and change shipment frequency for subscription orders.
I want to report a bug or provide feedback.
If you want to report an error on the website or provide feedback about your overall Lumin experience, please submit your form below. We’ll use your feedback to continually improve our company.
How safe are Lumin products?
All Lumin products are paraben-free, cruelty-free, and dermatologically tested.
The Moisturizing Balm leaves my face looking oily/greasy. Is this normal?
Yes! The Lumin Moisturizing Balm is packed with nourishing ingredients, which is why it is so effective in softening fine lines, boosting hydration, and reducing skin damage. The heavy texture of the moisturizer is necessary to heal your skin.
Apply the moisturizer only at night and rinse your face in the morning to reveal healthier, brighter skin. If extra hydration is needed, apply only to dry areas in the morning or after shaving.
Alternatively, if you wish to switch moisturizers, please contact us for a lighter weight variation.
Why are some of the Lumin products only used at night?
Your skin reacts to products differently as you sleep and will absorb the ingredients more effectively. The Moisturizing Balm, Dark Circle Defense, Recovery Oil, and Anti-Wrinkle Defense are specifically meant to be used at night to heal your skin as you sleep. The Moisturizing Balm and Recovery Oil can also be used in the daytime if extra hydration is needed.
What is the best way for me to see results while using Lumin products?
Apply everyday and according to the instructions! Instructions and usage guidelines are available above in the "Detailed Instructions" section. Consistency is key to seeing results.
How do I use my Lumin product?
Each product comes with an instruction card that details each step for usage. Alternatively, you can find the information for each product on our instruction section above.
Will Lumin products affect other products that I am using?
No. Lumin products can be used alone or in conjunction with other products. However, we recommend using Lumin products together to optimize your results. Please contact us with product information so that we can advise you with the best routine.
Should I shave before or after using Lumin products ?
We recommend using the Reload Exfoliating Rub before shaving to help with shaving irritation and ingrown hairs. We recommend applying the Moisturizing Balm or Recovery Oil after shaving to hydrate your skin.
What are the ingredients that go into your products ?
We have an ingredients page that is located at the bottom of our website and details the individual ingredients for each product. Ingredients are also printed on each product label.
When will Lumin products expire?
Lumin products should be used within 4 months of opening.
Can I travel with my Lumin products?
Yes, all Lumin products are less than 3.3 oz, which makes them ideal for travelers. The TSA allows up to 3.3 oz per individual product, so you may bring your Lumin products in your carry-on luggage.
How should I store Lumin products?
Store your Lumin products in a cool area, away from direct sunlight. The majority of our members place the products next to their bed or on the bathroom sink.
My skin is having a negative reaction from using Lumin products. What should I do?
Please stop using the product and contact customer service to receive advice regarding your negative reaction.
Can I purchase your products from third party websites like eBay or Amazon ?
Amazon.com and our website(Luminskin.com) are the only authorized online platforms that sell authentic and safe Lumin products. We absolutely do not recommend purchasing Lumin products from eBay or other re-seller websites because we are unable to guarantee the authenticity, shelf life, or safety of the products sold on these platforms. Please reach out to our team through the Lumin Support Concierge if you have any questions about the authenticity or safety of your Lumin product.
Does Lumin offer referral credits or incentives ?
Currently, we do not offer any referral credits or incentives. If you would like to be a Lumin influencer or partner, please check out our affiliate program. Referral credits and policies are subject to change at any time.
Can I combine discounts or promos?
Unfortunately, you are unable to apply more than 1 promo code or discount to your order. If you are part of the Heroes program, please reach out to our support team through the Lumin Support Concierge so that we can assist with your order. Individuals that abuse our discount policy will be charged in full for their order through the default payment method on their account.
GDPR, CCPA and Data Deletion Requests?
Why is the free trial unavailable in my shipping country?
Unfortunately, the free trial is a limited promotion and we are unable to offer it to all countries. The availability of the free trial is subject to change due to variables in shipping and inventory. We truly appreciate your understanding
What is your return policy?
Please check out our Lumin Support Concierge in the Support Portal section above to get your return process started. We do not accept returns for free trial, bulk, or commitment plan orders. 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 be eligible for a refund. For eligible returns, postage for the return parcel is the responsibility of the customer and we are unable to issue pre-paid postage labels at this time. We cannot guarantee a full refund for parcels that are refused or returned to sender.
If you choose the "return to sender" or refuse shipment option, or if your order is returned to our warehouse due to the refusal of a customs payment or pick-up, we are unable to provide a 100% refund. Original shipping fees will not be refunded and a 50% fee will apply.
Please note that we can open cases or offer remediation for an order issue if you reach out within 90 days of the order creation date. We cannot guarantee a return or refund for orders if you reach out after this 90 day period.
How many free trials can I try?
We limit one free trial per customer, regardless of the product. For example, you can get the Classic Maintenance set or the Correction Trio free trial, but not both. Only new customers are eligible to receive the free trial. Abuse of the free trial policy is subject to the full cost of the trial.
Can I pause, delay or make product changes to my subscription?
Of course! Please access your account in the Support Portal section above to make changes. You can update your products, next order date, addresses, and payment information.
How do I update an already created order?
Unfortunately, we can’t guarantee that we can make a change on an already processed order. However, please check out our Lumin Support Concierge in the Support Portal section above and we’ll be sure to help you out in any way that we can!
How can I cancel my subscription?
Please access your account in the Support Portal section above to cancel your subscription.
Please note that cancellations must be processed through your account prior to your next order date. A subscription cancellation will not cancel an already processed order.
Do you ship internationally?
We are a Los Angeles based company, but we ship worldwide! Expected transit times per country can be found at check-out, but the expected range is 2-18 business days, depending on the country.
Why am I being charged VAT?
Orders that are shipping to the New Zealand, Canada, Netherlands, Austria, Belgium, Bulgaria, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, and the United Kingdom are subject to a VAT fee at check-out. This fee is in accordance with the VAT guidelines for these countries and our logistics process.
We’ll give you a heads up on new Lumin products, deals, and events, plus tips & tricks on how to keep your skin looking its damned finest.