Frequently Asked Questions
Answers to the questions we hear most about orders, returns, ingredients, and your account. Can't find what you need? Reach out to us directly.
Orders & Shipping
Getting your order to your door.
How long does shipping take?
Orders within the US ship in 1–2 business days and typically arrive in 3–5 days. International orders can take 7–14 days depending on destination and customs processing.
How much does shipping cost?
Shipping costs are calculated at checkout based on your location and order weight. We occasionally run free-shipping promotions on orders over a certain amount — watch our homepage banner or newsletter for current offers.
How do I track my order?
You'll receive a shipping confirmation email with a tracking link as soon as your order leaves our warehouse. You can also view order status anytime from your account under "Orders."
Do you ship internationally?
Yes — we currently ship to over 20 countries. Available destinations, shipping costs, and delivery estimates are shown at checkout once you enter your address.
Returns & Exchanges
If something isn't right, we'll make it right.
What's your return policy?
We accept returns on unopened products within 30 days of delivery for a full refund. If a product simply isn't right for your skin, reach out — we handle opened-item concerns case by case under our satisfaction guarantee.
How do I start a return?
Email hello@lumeskinlab.store with your order number and reason for return, and we'll send you next steps and a return label if applicable.
How long do refunds take to process?
Once we receive your return, refunds are processed within 3–5 business days. It may take an additional few days for the refund to appear on your original payment method, depending on your bank.
Products & Ingredients
What's in the bottle, and how to use it.
Are your products suitable for sensitive skin?
Every formula is dermatologist-reviewed and free from synthetic fragrance. As with any new skincare product, we recommend a patch test 24 hours before full use, especially if you have known sensitivities.
Are your products cruelty-free?
Yes — we never test on animals, at any stage of formulation or production.
Where can I find the full ingredient list for a product?
Full ingredient lists (INCI) are listed on every product page, under the "Ingredients" tab. You can also visit our Science page to learn more about the key actives we formulate with.
What order should I use my products in?
As a general rule: cleanse, treat (serums), moisturize, and finish with SPF in the morning. Each product page includes routine guidance specific to that formula.
Account & Payment
Managing your account and checkout.
What payment methods do you accept?
We accept all major credit and debit cards, along with common digital wallets available at checkout.
Do I need an account to place an order?
No — you can check out as a guest. Creating an account lets you track orders and save details for faster checkout next time.
Do you offer discount codes?
Join our newsletter from the footer to hear about seasonal promotions and early access to new formulas.