Frequently Asked Questions
Frequently Asked Questions
Have questions? We've got answers! Find everything you need to know about shopping with LUMIRELAX.
📦 Shipping & Delivery
How long does shipping take?
Processing time is 2-5 business days. Delivery takes 5-10 business days for domestic orders and 7-20 business days for international orders. You'll receive tracking information once your order ships.
Do you ship internationally?
Yes! We ship worldwide. International shipping times vary by location but typically take 7-20 business days.
How can I track my order?
Once your order ships, you'll receive a tracking number via email. You can also track your order on our Track Order page.
What if my order is delayed?
If your order hasn't arrived within the estimated timeframe, please contact us and we'll help track it down.
💳 Payment & Security
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and other secure payment methods through Shopify Payments.
Is my payment information secure?
Absolutely! All transactions are processed through Shopify's secure payment gateway with SSL encryption to protect your information.
🔄 Returns & Refunds
What is your return policy?
We want you to be completely satisfied! Please see our Return Policy page for full details on returns and refunds.
How do I return an item?
Contact us within the return window, and we'll provide you with return instructions and a return authorization.
🧴 Product Questions
Are your products safe for sensitive skin?
Most of our products are suitable for all skin types, but we recommend checking individual product descriptions and doing a patch test before full application if you have sensitive skin.
How do I use the collagen masks?
Apply to clean, dry skin, leave on for 15-20 minutes (or overnight for overnight masks), then peel off or rinse. Follow with your regular skincare routine.
How long until I see results?
Results vary by product and individual. Most customers see visible improvements within 2-4 weeks of consistent use. For best results, use products as directed.
Can I use multiple products together?
Yes! Many of our products work great together. Start with one product at a time to see how your skin responds, then gradually add more to your routine.
🛍️ Orders & Account
Can I modify or cancel my order?
Contact us immediately if you need to modify or cancel your order. Once an order is processed and shipped, we cannot make changes.
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account makes it easier to track orders and reorder your favorites.
I forgot my password. What should I do?
Click "Forgot Password" on the login page, and we'll send you a reset link via email.
💬 Customer Support
How can I contact customer support?
You can reach us through our Contact page, or email us directly. We typically respond within 24 hours.
What are your business hours?
We process orders and respond to inquiries Monday through Friday. Orders placed on weekends will be processed on the next business day.
🎁 Promotions & Discounts
Do you offer discounts?
Yes! Sign up for our email list to receive exclusive discounts and be the first to know about sales and promotions.
Can I use multiple discount codes?
Only one discount code can be applied per order.
Still have questions? We're here to help! Contact us anytime and we'll get back to you as soon as possible.