To start the return process, please enter your email address and order number below.

Returns

If you have changed your mind and want to return your item, you can do so within 30 days of receipt.

How do I return my order?

1) Enter your email address and order number in the fields above and click start.

2) Follow the instructions and select the items you want to return.

3) You will reveice a confirmation email with the shipping guidelines once the return request is approved.

Please ensure your claim is opened within 30 days of receipt to ensure you are eligible for a refund. 

Do not send your purchase back to the manufacturer. 

Lumora Skin holds no responsibility for items returned to the manufacturer and cannot offer any compensation for these items. 

Which items are refundable?

To be eligible for a refund, items must be unused, in original condition and returned in their original packaging.

Please note, only regular priced items may be refunded. Sale and discounted items are non-refundable.

Free gifts or promotional items are non-refundable.

Are there any charges for returning my item? 

We will not charge you for returning your item, however you must pay the cost of the return shipping.

The exact price of this will depend on the item you are returning, your location and your chosen shipping method.

If you are shipping a high-value item, you should consider using a trackable shipping service or purchasing shipping insurance.

We cannot guarantee that we will receive your returned item and we are not responsible for any returned items that do not reach us. 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We will also notify you of the approval or rejection of your refund.

If your refund is approved, it will be processed and a credit will automatically be applied to your original method of payment. 

How soon will I get my refund?

Processing time will depend on your original payment method but can take anywhere up to 30 days.

For a more specific timeframe, please contact the original payment provider.

Late or missing refunds

There is often some processing time before a refund is posted. 

If you have not received your refund within 30 days of our confirmation that the refund has been sent, please contact us.

Exchanges 

We only replace items if they are defective or damaged. We will do this within 1 year of purchase, under our Terms of Warranty.

If you need to exchange it for the same item, please contact us within 365 days of receipt.

Photographic or videographic evidence of the damage or defects is required before a replacement can be approved.

Cancellations

If you have changed your mind about your order, please contact us as soon as possible and we will try our best to change it or cancel it for you. 

In some instances this may be possible, however this is not guaranteed. 

If the order has already been dispatched, we will not be able to make any changes or cancel the order for you. In these instances, you can make use of our returns policy.