F.A.Q.

Are you cruelty free?

We are 100% cruelty free and vegan. We don’t do any animal testing nor do we buy ingredients from suppliers that test on animals.

What hours do you operate?

Our team is in the studio from Monday through Friday from 8 A.M. - 4 P.M. Any emails sent over the weekend will be answered the following Monday. If you are in the area, stop by and say hello to us! Walk-ins are welcomed! 

I paid for 2-day priority shipping. When will I get my order?

Our fulfillment time generally takes about 1-3 business days (excluding weekends and holidays) after an order is placed. Your delivery time depends on the method of shipping you selected at check-out. *Depending on your location, priority mail takes 1-2 business days and first class takes about 5-7 days for delivery. We offer FREE PRIORITY SHIPPING for any orders over $75. (Not applicable on International orders)

For example: If you place your order on Monday and we fulfill within that same day and you selected 2-day priority shipping, your order should arrive by Wednesday that same week assuming it's smooth sailing with USPS. Please keep in mind that once an order leaves our facility, we have no control over the parcel :( But that's not to say we won't help you try to solve any issues you may run into so please email us if you need help! shayane@luminanceskincare.com or denica@luminanceskincare.com

If you have a deadline that we must meet, i.e. you're going on vacation, or are just really really excited to put on our Rosewater Mask (we totally understand) let us know in the comment box at checkout and we will try to accommodate your request!

If an order takes longer than than 3 - 7 days to fulfill, we will alert you via email and keep you updated. 

Please double check your mailing address

Believe it or not, people get their home addresses mixed up. We ask that you always double check your address information before placing your order. If you do notice you made a mistake in your address, please email us with the correct address and order number ASAP so we don't ship your package to strangers :( If you notice that you put the wrong address after your order has shipped, please contact USPS directly so they can hopefully intercept the package and update your information. This is also important if you usually use your work address for incoming shipments. If you are eager to get your products, make sure that they are shipped to your home so that you don't have to wait until Monday for the office mail person.

Delivery Issues

As of Spring 2018 for some reason USPS has been updating tracking links as delivered, but the package is no where to be found by customers. Strangely enough the package does show up about two days later. If you received notice on your tracking link that the package was delivered but can't locate it, please give it 2-3 days before contacting us because we've seen a trend that USPS delivers it shortly after. Our apologies for this, we entrust USPS with your package, so if there is an issue with delivery after it's left our studio please contact USPS with your tracking number, and then contact us a day later with updates on your package. 

Do you ship internationally?

Yes! We ship everywhere. However, if you are placing an international order, please know that depending on your country, you may have to pay additional taxes and tariffs in order to receive your package. Some countries also do not offer tracking numbers for First Class Postage. We seem to have the most trouble when shipping to Europe and Canada :( The local postal services won’t always alert the recipient that there is a package for them to pick up. It can require some detective work on the part of the customer. We’re sorry.

To our Canadian Friends: We offer free International first class shipping to Canada on orders over $125. This takes 2-3 weeks delivery. Please also note, free shipping does not cover the duties placed on your package once it arrives in Canada. 

I think my products changed?

If you notice a slight change in your products, like smell, color, maybe even texture, don't worry. Check out this video on Why Products Change.

How long do your products last?

The shelf life of our products is 6 months from purchase date, check out this video explaining our Product Shelf Life. We make everything fresh biweekly, so use your order date as a guide for a 6 month shelf life. If they are exposed to extreme heat (left in a car in the desert in the middle of summer) the emulsion can break and they can go bad almost immediately. If you don’t plan on using your products right away you can keep them in the fridge. We also use date stickers as a rough reference to when you should use the products by, but please reference your order date as your products were made within a week's range of that.

We provide an exchange or partial store credit code if the product spoils prematurely within 6 months of the purchase date. Exchanges include same product or alternate product of similar value. Credit codes would be made by the amount of time products prematurely expire (ex: prematurely expire in 3 months vs. 6 would be 50% back, 4 months to 35% ect.), we may ask for photos to better understand the product issue. Of the two methods to deal with prematurely expired products, we recommend exchanges since customers can receive a full size product in return versus a partial credit.

What products should I start with?

To all our new customers, welcome! We made a video talking about Products to Start With. Also, check out our sample kit.

Subscription Orders

All reoccurring orders get 10% off automatically, so you won't be able to use other discount codes in reoccurring orders. You can however use your discount codes on one-time purchases. Subscription discount won't be applied to soaps or sunscreen.

To set up a subscription order just add your usual products to your cart by clicking the subscription button on every product page. Then, choose the time interval you would like to receive your order in. Your first subscription order will be sent out 1-2 work days after you place your order. You can then log into your Luminance account, click the manage subscription link in the Subscribe & Save tab, and edit your reoccurring order as you wish (add new products or change the delivery interval).

We highly suggest using the same order intervals for all products in your subscription to take advantage of our free shipping over $75. If you need to order different sized products this is an option for serums, cleansers, toners, and mask.

You can email denica@luminanceskincare.com with further subscription questions.

What is your return policy?

We want you to feel comfortable trying new products so we offer a full refund or exchange for any item(s) you didn't enjoy (for any reason) the first time you purchase it/them within 60 days. We may ask for products to be shipped back to us in cases of large returns over $75.

Refunds will not include shipping cost. We are not responsible for your shipping cost if you choose to return the products.

We provide an exchange or partial store credit code if the product spoils prematurely within 6 months of the purchase date. Exchanges include same product or alternate product of similar value. Credit codes would be made by the amount of time products prematurely expire (ex: prematurely expire in 3 months vs. 6 would be 50% back, 4 months to 35% ect.), we may ask for photos to better understand the product issue. Of the two methods to deal with prematurely expired products, we recommend exchanges since customers can receive a full size product in return versus a partial credit.

 

Hair Care Returns:
If you are unsatisfied with your fresh, plant-based, handcrafted hair care products, you have 20 days from the date of purchase to initiate a return. Shipping is non-refundable. We will also make exceptions on a case by case basis. 

How do I initiate a return?

Just send us an email at denica@luminanceskincare.com 

Please include your order number and reason for return. 

I'd like to carry your line, do you wholesale?

Yes. Please email me at denica@luminanceskincare.com

Still have questions? Reach us below:

For Product Questions, Returns, Discounts, Subscription Concerns, or Marketing

For Shipping Questions, Package Info, or Order Issues

Everything Else