Shipping & Returns

Shipping & Returns

Thank you for shopping with Lumina! We want you to be completely satisfied with your purchase. Please read our shipping and returns policy carefully.

Shipping Information

  • Dispatch Time: We aim to dispatch all orders within [e.g., 1-2 business days] of receiving your order. You will receive a dispatch confirmation email with tracking information once your order has been shipped.

  • Delivery Time: Delivery times are estimates and may be affected by factors outside of our control, such as weather conditions or postal strikes.

  • Shipping Restrictions: We currently only ship to addresses within the United Kingdom. 

  • Tracking Your Order: You can track your order using the tracking number provided in your dispatch confirmation email. You can also visit the carrier's website directly to track your order.

  • Delivery Issues: If you experience any issues with your delivery, please contact us on our contact us page and we will do our best to assist you.

Returns Information

We offer a 60-day return policy on all unused and unopened Lumina light face masks.

  • Returns Eligibility:

    • To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it.
    • The product must be returned within 60 days of the date of delivery.
    • Proof of purchase 
    • Important: Due to hygiene reasons, we cannot accept returns on used light face masks unless they are faulty. 

 

  • How to Initiate a Return:

    1. Contact our customer service team on our Contact us page to request a return. Please provide your order number and the reason for your return.
    2. We will provide you with a return authorisation (RA) number and instructions on how to return your item.
    3. Carefully package the item and include the RA number on the outside of the package.
    4. Send the item to the address provided in the return instructions.

  • Return Shipping Costs:

    • You are responsible for the cost of return shipping unless the item is faulty or we have made an error with your order.
    • We recommend using a trackable shipping method to ensure your return reaches us safely.

  • Refunds:

    • Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.
    • If your return is approved, we will process your refund within 7-10 business days to your original payment method.
    • Shipping costs are non-refundable unless the item is faulty or we have made an error with your order.

  • Exchanges:

    • We currently do not offer direct exchanges. If you would like to exchange an item, please return the original item for a refund and place a new order for the desired item.

  • Faulty or Damaged Items:

    • If you receive a faulty or damaged item, please contact us immediately on our contact us page with photos of the damage.
    • We will arrange for a replacement to be sent to you or provide a full refund, including shipping costs.

  • Cancellation Policy:

    • You have the right to cancel your order within 14 days of receiving your goods, as per the Consumer Contracts Regulations. To exercise your right to cancel, you must inform us of your decision in writing within 14 days of receiving your order. You are then responsible for returning the goods to us in their original condition at your own expense. We will refund the original purchase price and standard delivery costs upon receipt of the returned goods