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!
UPDATE: We are currently not accepting walk in customers and have limited our studio hours to 8 AM – 1 PM. If you would like to make an appointment please contact Kim at [email protected]
I Paid for 2-Day Priority Shipping. When Will I Get My Order?
Our team is doing everything we can to fulfill your order as quickly as possible. Due to the impact of Covid-19, it is very likely that your order will require additional days to deliver on part of USPS. International orders may take even longer 🙁
We ship orders Monday through Friday and our fulfillment time takes about 1 to 2 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 2 to 3 business days and Standard Shipping takes about 4 to 6 business days for delivery in the US. We offer FREE SHIPPING for any orders over $50. (Not applicable on International orders.)
You will receive an email with tracking information once your order has shipped.
For any other shipping related questions please email: [email protected]
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 can try update the address. 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.
As of Spring 2018 we have noticed that 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 allow at least 2 to 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.
If you still have issues locating your package, please contact us at [email protected]
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 3-4 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.
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 320 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 $10 in your cart. Make sure to log into your account before you make your order so you can collect your points. Points are annual, and expire 1 year after your account creation.
For example, if you spend $64, you’ll earn 320 points, which will take a dollar off your next purchase.
What is Your Return Policy?
Returns on Online Purchases
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. After 30 days or 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 our studio before we initiate a refund. Refunds will not include shipping costs and you are responsible for postage if you choose to return the products. We highly recommend adding tracking to your order in case the package gets lost/stolen in transit. We will still honor the return with proof of receipt that the products were mailed to our studio.
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.
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).
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 your return and we will contact you as soon as possible.