Frequently Asked Questions
Ordering & Payment
How do I place an order?
Browse our shop, add items to your cart, then check out. We accept major credit/debit cards and secure payment methods. Once payment is confirmed, you’ll receive an order confirmation email.
Can I change or cancel my order after placing it?
If your order hasn’t been shipped yet, contact us immediately. Once shipped, it cannot be canceled, but you may return/exchange after delivery.
Is payment secure?
Yes. We use industry-standard encryption (SSL/TLS) and trusted payment gateways. Your payment details are never stored.
Shipping & Delivery
Where do you ship to?
We ship domestically and internationally. Shipping options will appear at checkout.
How long does delivery take?
Delivery usually takes 6-10 business days locally and 12-14 business days internationally (depending on your location and customs).
How can I track my order?
Once shipped, you’ll receive an email with your tracking number.
What if my package is lost or delayed?
Contact us with your order number. We’ll investigate with the courier and offer a replacement or refund if necessary.
Returns, Exchanges & Warranty
What is your return/exchange policy?
Returns/exchanges are accepted within 30 days of delivery for unused items in original packaging. Proof of purchase is required.
Who covers return shipping?
We cover return shipping if the product is defective or incorrect. For other reasons, return shipping costs are the buyer’s responsibility.
What if I receive a defective or wrong item?
Email us with photos and your order number. We’ll arrange a replacement or refund.
Do your products come with a warranty?
Yes. Electronic items include a 1-month warranty covering manufacturing defects. Misuse or accidental damage is not covered.
Product Usage & Care
How do I use/care for my device safely?
Wipe with a soft cloth. Avoid harsh chemicals. Follow product instructions carefully.
Are your products safe for all skin types?
Designed for most skin types, but if you have sensitive skin or medical conditions, consult a dermatologist before use.
Do I need extra accessories?
Most products are ready to use out of the box. If extras (like batteries or refills) are required, they’ll be listed on the product page.
Policies & Miscellaneous
Do you ship internationally and will I pay customs fees?
Yes, we ship worldwide. Customs duties or taxes are the buyer’s responsibility.
Do you offer promotions or discounts?
Occasionally. Subscribe to our newsletter for early access to deals and exclusive offers.
How do I contact customer support?
Email us at support@luminask.com or use the Contact Page. We usually reply within 24-48 business hours.