FAQs


Order Enquiries

Can I cancel or change my order?

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.

What should I do if my order is damaged or defective?

We offer a 12 month warranty on all items purchased from our online store.

If you are experiencing an issue with your item, please contact us with the following:

  • Proof of purchase within the last 12 months
  • Photograph or video evidence clearly displaying the damage or defect

We will then arrange replacement of the faulty item if your claim is eligible.


For more information about the warranty period, please read our Terms of Warranty.

What should I do if my order has been returned to sender?

Our items arrive via your local postal service. If you are not home to receive the delivery of your item, the postal service will leave a calling card and hold the item for a certain amount of days. The specific timeframes will differ depending on the terms of your local postal service.

If you do not arrange redelivery or collect the item within the timeframe provided on your calling card, the item will be automatically returned to our warehouse by the postal service.

If the item has been returned to us by the postal service, you can request for the item to be resent once we receive it back in our warehouse. We will charge a redelivery fee for this.

We do not offer refunds or free redelivery in these instances. It is your responsibility to arrange redelivery of your item or collect it from your local postal service within the stated time frame.

If you have not received a calling card, or if you wish to arrange redelivery of an item that has been returned to sender, please contact us.

Returns & Refunds

Can I return my item?

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

In order to be eligible for a refund, the returned items must meet the following conditions:

  • The item must have been purchased from our online store
  • The item must be unused, in its original condition and its original packaging
  • The return or exchange request must be made within 30 days of delivery
  • The return must be made within 14 days of the return or exchange request

Please note:

  • You will be required to pay the return shipping
  • Sale items cannot be refunded
  • We do not exchange items unless they are damaged or defective. If this is the case, please refer to the instructions listed under "What should I do if my item is damaged or defective?)
  • Please do not send your item back to the manufacturer. We hold no responsibility for orders that have been returned to the manufacturer and cannot offer any compensation in these instances

    Please create your claim within 30 days of receipt to ensure you are eligible for a refund. We will respond within 48 hours and provide instructions on where to send your item.

    For more information, please refer to our Returns & Refunds page.

    How long will it take to process my refund?

    Returns are confirmed within 14 days of receiving the package at our warehouse.

    Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.

    For more information, please refer to our Returns & Refunds page.

    Shipping & Handling

    Which countries do you ship to?

    The following countries are eligible for shipping:

    • Australia
    • Canada
    • France
    • Germany
    • Italy
    • The Netherlands
    • Spain
    • Sweden
    • UK
    • USA
    How long will it take to process my order?

    Orders are processed within 1-3 working days.

    Once your order has been shipped, you will receive a shipping confirmation by email and/or SMS.

    A tracking number will be provided in the email. Once you have received your tracking number, you can track your order here.

    How long will it take my order to arrive?

    Shipping normally takes 5-10 working days from dispatch.

    Once your order has been shipped, you will receive a shipping confirmation by email and/or SMS.

    A tracking number will be provided in the email. Once you have received your tracking number, you can track your order here.

    For more information, please refer to our Shipping Policy.

    Will I have to pay import taxes or customs fees?

    Your order should not be subject to any international import taxes.

    In the unlikely event that this occurs, please contact us with proof of payment and we will happily compensate you for these charges.

    Will my order arrive by courier?

    Our items will arrive via your local postal service. The provider will vary depending on where you are located.

    Products

    LED Light Therapy Wand

    What is included with the LED Light Therapy Wand?

    The package includes:

    • Lumora Skin LED Light Therapy Wand
    • USB charger
    • Charging dock
    • Blackout goggles
    • User guide
    How long does the LED Light Therapy Wand take to charge?

    Before first use, charge the device for 3 hours.

    Between uses, charge the device for 1-3 hours as needed.

    Is the LED Light Therapy Wand safe to use?

    The Lumora Skin LED Light Therapy Wand provides four, safe and easy at-home treatments:

    • Electronic Muscle Stimulation (EMS)
    • Electroporation (High Frequency)
    • Radio Frequency (RF)
    • LED Light Therapy

    These treatments are safe for regular use if used in strict accordance with instructions.

    Please note:

    This device is intended for use by people over the age of 18 only.

    If you are pregnant, breastfeeding, suffer from hypertension or any heart-related illness, you should not use this device.

    If you suffer from metal allergies or any underlying health condition, we advise consulting your medical practitioner before using this device.

    Who should not use the LED Light Therapy Wand?

    This device is not designed to be used by anyone under the age of 18.

    This device should not be used by anyone who is pregnant or breastfeeding.

    This device should not be used by anyone suffering from heart-related illness or hypertension.

    We strongly advise consulting your medical practitioner before using this device if you suffer from metal allergies or have any underlying health conditions.

    What are the safety instructions for using the LED Light Therapy Wand?

    To ensure correct and safe usage of this device, please make sure you:

    • Read the instructions carefully before using the device
    • Wear the included blackout goggles while using the device
    • Use the device for a maximum of 10 minutes at a time
    • Use the device once every 48 hours at most
    • Use the device with a water-based serum
    • As everyone's skin sensitivity is different, we strongly recommend starting with the lowest EMS setting and increasing the strength of the currents slowly, to determine the optimal strength setting for your skin.
    What are the wavelengths of the LED lights?

    The wavelengths are as follows:

    Red LED light: 630nm

    Green LED light: 530nm

    Blue LED light: 475nm

    Yellow LED light: 600nm

    Purple LED light: 420nm

    Can I expose my skin to sun after using the LED Light Therapy Wand?

    We suggest staying out of the sun for 8-12 hours after using the LED Light Therapy Wand.

    Is it normal to feel a tingling sensation while using the LED Light Therapy Wand?

    The 4 stainless steel prongs on the LED Light Therapy Wand release an electrical current into the muscles when they come into contact with the skin. This is the function that lifts and firms the skin.

    This sensation is normal and expected, and works best with a water-based serum.

    As everyone's skin sensitivity is different, we strongly recommend starting with the lowest setting and increasing the strength of the currents slowly, to determine the optimal strength setting for your skin.

    Does the LED Light Therapy Wand have a built-in timer?

    Yes, the LED Light Therapy Wand will shut down automatically after 10 minutes of use.

    Is the LED Light Therapy Wand suitable for all skin types?

    Yes, the LED Light Therapy Wand can be used on any skin type.

    Can I use the LED Light Therapy Wand on other parts of my body?

    No, the Lumora Skin LED Light Therapy Wand is designed for use on the face and neck only.

    Facial Steamer

    Should I fill the Facial Steamer with hot or cold water?

    You should fill the Lumora Skin Facial Steamer with cold water only.

    What type of water should I fill the Facial Steamer with?

    You should fill the Lumora Skin Facial Steamer with cold, distilled water.

    How much water should I fill the Facial Steamer with?

    You should fill the measuring cup to the 50ml line.

    Do not exceed this amount, as this may cause leakage inside the machine.

    How long will the Facial Steamer take to start producing steam?

    The steam will start to rise from the Facial Steamer around 30-60 seconds after pressing the start button.

    Micro-Derma Pro

    What is included with the Micro-Derma Pro?

    The Micro-Derma Pro package includes:

    • Lumora Skin Micro-Derma Pro
    • USB charger
    • 6 interchangeable suction heads
    • User guide