At Lumiskin, we stand behind the quality of our premium European pharmacy skincare products. If you’re not completely satisfied with your purchase, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Proof of purchase is required (order number or receipt)
  • Certain hygiene-sensitive products cannot be returned (see below)
Non-Returnable Items: Due to hygiene reasons, we cannot accept returns on opened or used skincare products, particularly in the following categories:
  • Cleansers and toners (opened products)
  • Eye care products (opened containers)
  • Shampoo products (opened bottles)
Unopened products in these categories may still be returned within the 15-day window.

How to Initiate a Return or Exchange

  1. Contact our customer service at [email protected] within 15 days of receiving your order. Use the template below for your request.
  2. Wait for approval – Our team will review your request and send you a Return Merchandise Authorization (RMA) number if approved.
  3. Package your items – Securely pack the items you’re returning in their original packaging. Include all accessories and documentation.
  4. Ship your return – Send the package to our fulfillment center at:
    Lumiskin Returns
    1263 Nutter Street
    Kansas City, US 64106
    We recommend using a trackable shipping service as you are responsible for return shipping costs.
  5. Wait for processing – Once we receive your return, we’ll inspect it and process your refund or exchange within 3-5 business days.

Return Request Template

Use this template when emailing your return or exchange request:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Lumiskin Customer Service, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Details of items to return/exchange: – Product Name: – Quantity: – Reason for return/exchange: [For exchanges, please specify the replacement product you would like] I confirm that the items are unused and in their original packaging. Please let me know the next steps for completing this process. Best regards, [Your Full Name] [Your Contact Information]

Refund Information

Once your return is received and inspected, we will send you an email to notify you that we’ve received your returned item. We will also notify you of the approval or rejection of your refund.

Refund Processing:

  • Refunds will be processed within 3-5 business days after we receive and approve your return
  • The refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow 5-10 business days for the refund to appear on your credit card statement or PayPal account
  • Original shipping costs are non-refundable unless the return is due to our error

Exchange Policy

If you need to exchange an item for a different product:

  • Follow the same return process outlined above
  • Clearly indicate in your email that you would like an exchange and specify the replacement product
  • You will be responsible for any price difference between the original and replacement items
  • We will ship the replacement product once we receive your return

Damaged or Incorrect Items

If you received a damaged or incorrect item:

  • Contact us immediately at [email protected]
  • Include photos of the damaged/incorrect item and packaging
  • We will arrange for a replacement or refund at no additional cost to you
Important Note: For international returns (outside the US), please contact us before shipping your return as additional customs documentation may be required. We cannot accept returns shipped with duties unpaid.

For any questions about our returns and exchanges policy, please don’t hesitate to contact our customer service team at [email protected]. We’re committed to ensuring your satisfaction with our premium skincare products.