Customer Support Concierge | Lumin

Lumin Support Concierge

Welcome to our concierge portal! We're here to help, just let us know how.

FORM TITLE.

Attn: Lumin Skin
4361 Valley Blvd
Los Angeles, CA USA 90032

Attn: Lumin Skin
8 Pandan Crescent 05-03
Singapore 128464

Attn: Lumin Skin
Penningweg 23
4879 AN Etten Leur
The Netherlands

Please note that returns are only valid for orders where your product is unopened. You cannot return a trial order.

After you submit your request, we will be in touch within 24-48 hours!

Providing an order number speeds up response times. You can find your order number in an email title "Order Confirmed". Here is an example.

Message Sent!

A Lumin team member will respond to you shortly to assist you. You will also be notified via email when you receive a response. Thank you!

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Unfortunately, we cannot guarantee an order cancellation or shipment cancellation once an order has already been created. However, we would be happy to get the return process started for your order.

Which of the following best describes your situation?

I forgot to cancel my subscription or didn’t know I had a subscription. I’d like to return my subscription order and cancel my subscription. I didn’t receive my free trial order and a subscription renewal order has been created. I want to cancel or return my free trial order. I want to cancel or return my non-subscription order.

Which of the following best describes your situation:

I want to cancel my free trial order. I want to return my free trial order.

Sorry to hear that! You can cancel your subscription or delay your next order through your account.

Please note that un-selecting all products in your subscription will not allow you to cancel your subscription. Instead, please scroll to the bottom of the home page of your account to cancel your subscription. You will receive an email confirming the subscription cancellation shortly after you process the cancellation through your account.

A subscription cancellation will only cancel future orders and cannot cancel an already created order. If you would like to cancel an order, please navigate to the prior page.

TAKE ME TO MY ACCOUNT SYSTEM I can’t access my account system I want to speak to a Lumin team member

We are unable to offer a refund or return for a free trial order because we cannot refund the shipping fee. We apologize for any inconvenience caused. If you are no longer interested in Lumin products, you can cancel your subscription through your account.

TAKE ME TO MY ACCOUNT SYSTEM I want to speak to a Lumin team member

All free trials automatically renew into a bi-monthly subscription after the 1 month trial period, as stated throughout the free trial check-out process. We allow customers to cancel this subscription at anytime during the 1 month trial by accessing their account portal (located on our website).

We understand that it’s easy to forget and we’re happy to provide a 100% refund on your unopened subscription order with a return. Please follow the steps below to begin the return process.

We apologize in advance for any inconvenience. Thank you for your cooperation!

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RETURN INSTRUCTIONS:
Please return your unopened and unused order to a Lumin warehouse (listed below) with a tracking number to track the return parcel. Orders must be returned within 30 days of the original delivery date, as stated by the tracking number. Returns processed after the 30 day window are not eligible for a refund. Return postage must be paid by the customer. Warehouses are not open to the public.

Attn: Lumin Skin
4361 Valley Blvd
Los Angeles, CA USA 90032

Attn: Lumin Skin
Penningweg 23
4879 AN Etten Leur
The Netherlands

Attn: Lumin Skin
8 Pandan Crescent 05-03
Singapore 128464

  1. Please take note of your tracking number and postal courier.
  2. Come back to the return portal to fill out your return form.
  3. Your return will be processed within 3-5 business days of the form being completed.
TAKE ME TO THE RETURN PORTAL I want to speak to a Lumin team member

Please follow the instructions below to get your return process started.

—————

RETURN INSTRUCTIONS:
Please return your unopened and unused order to a Lumin warehouse (listed below) with a tracking number to track the return parcel. Orders must be returned within 30 days of the original delivery date, as stated by the tracking number. Returns processed after the 30 day window are not eligible for a refund. Return postage must be paid by the customer. Warehouses are not open to the public.

Attn: Lumin Skin
4361 Valley Blvd
Los Angeles, CA USA 90032

Attn: Lumin Skin
Penningweg 23
4879 AN Etten Leur
The Netherlands

Attn: Lumin Skin
8 Pandan Crescent 05-03
Singapore 128464

  1. Please take note of your tracking number and postal courier.
  2. Come back to the return portal to fill out your return form.
  3. Your return will be processed within 3-5 business days of the form being completed.
TAKE ME TO THE RETURN PORTAL I want to speak to a Lumin team member

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Products that you receive may vary according to your age bracket & skin type to optimize results.

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