Welcome to Lumiskin’s FAQ! We’re here to guide you through your skincare journey with European pharmacy favorites delivered right to your doorstep. Below you’ll find answers to our most common questions about products, shipping, payments, and more.
About Our Products
What types of skincare products does Lumiskin offer?
We specialize in dermatologist-approved European pharmacy brands including Sesderma, La Roche-Posay, and Avène. Our product categories include:
- Acne treatments
- Shine and pore control solutions
- Cleansers and toners
- Day treatments
- Eye care
- Specialty shampoos
- Hair styling products
Are Lumiskin products authentic?
Absolutely! Our Kansas City-based team personally oversees every order to ensure you receive only authentic European pharmacy products. We’ve eliminated luxury markups, offering these premium products at up to 40% off retail prices while maintaining quality assurance.
How do I choose the right products for my skin concerns?
Our collections are organized by skin concern to make selection easier. For personalized recommendations, please email our skincare team at [email protected] with your skin type and concerns.
Ordering & Account
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
How do I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information. Standard shipping (DHL/FedEx) provides detailed tracking from dispatch to delivery. For EMS shipments (free shipping), tracking may be more limited.
Can I change or cancel my order after placing it?
We process orders quickly to get your skincare to you ASAP. If you need to modify or cancel your order, please email us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t yet entered processing.
Shipping & Delivery
Where does Lumiskin ship?
We ship worldwide with some exceptions in Asia and remote areas. Our Kansas City headquarters ensures fast processing and global distribution.
What are my shipping options?
We offer two convenient shipping methods:
- Standard Shipping: $12.95 flat rate via DHL or FedEx (10-15 days after dispatch)
- Free Shipping: For orders over $50 via EMS (15-25 days after dispatch)
Why does my tracking show no movement?
During busy periods or international customs processing, tracking updates may be delayed. Most packages arrive within the estimated delivery window. If your package seems significantly delayed, please contact us at [email protected].
Returns & Refunds
What is your return policy?
We stand by our clinically-proven formulations. If any product doesn’t meet your expectations, we offer returns within 15 days of receipt. Products must be unopened and in original packaging. Please email us at [email protected] to initiate a return.
How long do refunds take to process?
Once we receive your returned items, refunds are processed within 5-7 business days. The time for the refund to appear in your account depends on your payment provider.
What if I receive a damaged or incorrect item?
We sincerely apologize for any errors. Please contact us immediately at [email protected] with photos of the damaged/incorrect item and your order number. We’ll arrange for a replacement or refund.
Contact Us
How can I reach Lumiskin customer service?
Our friendly Kansas City team is happy to help! Contact us via:
- Email: [email protected]
- Mail: 1263 Nutter Street, Kansas City, US 64106
Your glow journey starts here! If you have any questions not covered in our FAQ, don’t hesitate to reach out. At Lumiskin, we’re committed to bringing European pharmacy favorites to your doorstep with care, authenticity, and glowing results.