Have Questions? Here are some common FAQS.
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! *Currently we are not accepting walk in customers during the virus outbreak, and have limited our teams studio hours to 8 am- 2 pm.
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 andfirst 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! [email protected] or [email protected]
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 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.
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, this a natural variation of the ingredients. Same formula, just a variation in ingredients which can happen from time to time since we do not use synthtics. 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 time.
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% etc.), 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.
We love it when shoppers want to give the gift of Luminance to their friends, and we’re so grateful that gift cards are such a popular choice.
It’s important to note that gift cards cannot be used on subscription items. If you’ve received a gift card and would like to redeem it on a non-subscription item, you’ll have to place a separate order with your one-time purchase. Unfortunately, our system cannot process two orders at once, so if you’re buying both a subscription item and a one-time item, you’ll have to pay separate shipping costs.
I'd Like to Carry Your Line, Do You Wholesale?
Points per Order
We’re happy to give points per every purchase made when you’re logged on to your Luminance account. Here’s how it works: For every dollar you spend, you’ll get five (5) points. Every 330 points equals a dollar off your next order. You’ll automatically earn points for your birthday (100 points) and when you register for your account (15 points). You can redeem your points at any time as long as you have a minimum of $20 in your cart. Make sure to log into your account before you make your order so you can collect your points.
For example, if you spend $70, you’ll earn 350 points, which will take a dollar of your next purchase. In the future, we’ll be looking into a multi-tiered prize system.
What is Your Return Policy?
Denica, Shayane and I work very hard to present a truly remarkable line of skincare products backed by a very old school return policy.
We stand behind every product we make. 100%. Unconditionally.
Returns on Online Purchases
We want you to feel comfortable trying new products. We offer a full refund or exchange for all item(s) you didn’t enjoy for any reason the first time you purchase it/them as long as the return is within 30 days. The second time you order a product, it will only be eligible for exchange or store credit (valid for 1 year). We may ask that products be shipped back to us in cases of large returns (over $60). Refunds will not include shipping cost. We are not responsible for shipping cost if you choose to return the products. To initiate a return, simply email us with your concern & order number at [email protected]. We do not replace nor exchange free gifts or products not listed on orders. Sample products are final, no returns, exchanges, or credit.
After 30 days, we provide a product exchange or partial store credit code (valid for 1 year) of 50% of your original purchase if you are not pleased with your order, however this is limited to 60 days after purchase. Exchanges are only eligible for the same product or alternate product of equal or similar value. After 60 days, we will not exchange or credit an order.
Prematurely expired products will be replaced or partially credited if the product spoils within 6 months of the purchase date. 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 will receive a full size product versus a partial credit.
Returns with Dealer/Outside Purchase
Items purchased from other retailers, dealers, or resellers and not directly from our website are not eligible for return, refund, store credit or exchange.
In order to offer the best experience for our Luminance customers, Luminance reserves the right to limit returns if we have reason to suspect misuse of our generous return policy (such as excessive returns, reselling, or fraud).
Founder & Formulator
Luminance Skincare LLC
How Do I Initiate a Return?
Just send us an email at [email protected] or on our Contact Us page.
Please include your order number and reason for return.