Shipping & Return Policy

Order processing

Orders are typically processed within 3–5 business days before being shipped. Processing times do not include weekends or holidays.

Once your order has been shipped, you will receive shipping confirmation and tracking information when available.

Estimated delivery times

After your order has shipped, delivery typically takes approximately 7–10 business days.

Delivery estimates are provided as a guideline and are not guaranteed. Shipping times may vary due to courier delays, weather, customs processing, high-volume periods, or other circumstances outside of Luma's control.

Customs, duties & taxes

International shipments may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country or local authorities.

These charges are not controlled by Luma and are the responsibility of the customer.

Luma is not responsible for additional taxes, duties, customs charges or fees assessed after an order has been placed.

Shipping delays

While we do our best to provide accurate delivery estimates, Luma cannot guarantee carrier transit times.

We are not responsible for delivery delays caused by the shipping carrier, customs, severe weather, service interruptions, incorrect delivery information, or other circumstances outside of our reasonable control.

Lost, stolen or missing packages

Luma is not responsible for packages that are lost or stolen during transit unless the order is covered by eligible Shipping Protection.

Once a package has been marked as delivered by the shipping carrier, Luma is not responsible for loss, theft or misplacement of the package.

If your tracking information shows that the order was delivered but you cannot locate your package, you will need to contact the shipping carrier directly and open a claim or delivery investigation with them.

Shipping Protection

Customers who purchased Shipping Protection with their order may be eligible for a free replacement if the shipment is confirmed as lost or stolen while in transit.

Shipping Protection applies only until the package is marked as delivered by the shipping carrier.

Once the carrier marks the shipment as delivered, Shipping Protection coverage ends. Packages reported missing or stolen after a confirmed delivery are not eligible for a replacement under Shipping Protection.

30-day returns

If you would like to return your purchase, you must contact Luma at shop.lumaskinco@gmail.com within 30 days of the date your order is marked as delivered by the shipping carrier.

Once your return request has been approved, your return must be shipped within 7 days of approval.

All returns require prior authorization from Luma. Returns sent without approval may not be accepted.

Return eligibility

Both opened and unopened products may be eligible for return. Opened products may be reasonably tried.

Products that are empty, substantially used, excessively damaged, or otherwise unable to be reasonably inspected are not eligible for return.

Products purchased as part of a bundle or promotional offer must be returned as the complete bundle.

Partial returns of promotional bundles are not eligible. For example, a 2-tube bundle requires both tubes to be returned, while a Buy 2, Get 1 Free offer requires all 3 tubes to be returned.

Return shipping

Customers are responsible for all return shipping costs for standard returns.

All approved returns must be sent using a tracked shipping service.

Please keep your return tracking information until your refund has been fully processed. Luma is not responsible for return packages that are lost in transit or cannot be verified as delivered.

Refunds & restocking fees

Approved standard returns are subject to a 15% restocking fee, calculated based on the amount paid for the eligible returned products.

Any original shipping fees paid when placing the order are non-refundable.

If your order qualified for free shipping, no outbound shipping charge will be deducted from your refund.

Once an approved return has been received, please allow 3–5 business days for inspection and refund processing.

Approved refunds will be issued to the original payment method. Your financial institution may require additional time to post the refund to your account.

Damaged, defective or incorrect orders

If your order arrives damaged, defective, or you receive an incorrect product, please contact us within 14 days of delivery.

To allow us to review the issue, you must provide clear photo evidence showing the damaged, defective, or incorrect product. We may also request photos of the packaging or shipping label where necessary.

If your claim is approved, you may be offered either:

• A replacement product sent at no additional charge; or
• A refund to your original method of payment.

Damaged, defective or incorrect-item claims are handled separately from standard change-of-mind returns and are not subject to the standard 15% restocking fee.

Tracking shows delivered, but I didn't receive my order

If the shipping carrier marks your order as delivered but you cannot locate the package, first check around the delivery location, with household members, neighbours, building staff, mailrooms or other safe delivery locations.

If the package still cannot be located, you must contact the shipping carrier directly to open a missing-package or delivery claim.

Luma is not responsible for loss or theft after a package has been marked as delivered by the carrier, including orders that originally included Shipping Protection.

How to request a return

1. Contact shop.lumaskinco@gmail.com within 30 days of carrier-confirmed delivery.
2. Include your order number and reason for the return.
3. Wait for approval and return instructions before mailing the product.
4. Ship your approved return within 7 days using a tracked shipping service.
5. Keep your return tracking number until your refund has been completed.