Frequently Asked Questions
Find quick answers to the most common questions about Lumeastore products, orders, shipping, and returns. If you can’t find what you’re looking for, please contact our customer service team — we’re happy to help.
Orders & Payment
How do I place an order?
Browse our shop, add the items you love to your cart, and proceed to checkout. You can pay as a guest or create an account to track your orders and save your details for next time.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, Klarna, Clearpay, and more. All payments are processed securely.
Can I modify or cancel my order after placing it?
If your order has not yet been dispatched, we’ll do our best to update or cancel it. Please email customerservice@lumeastore.uk as soon as possible with your order number.
Shipping & Delivery
How long will my order take to arrive?
UK orders typically arrive within 3-5 business days. EU orders within 5-7 business days, and worldwide orders within 7-14 business days. Full details are available on our Delivery Information page.
Do you offer free shipping?
Yes — UK orders over £50 ship free. Shipping costs for other destinations are calculated at checkout based on weight and location.
How do I track my order?
Once your order ships, we email you a tracking link. You can also log in to your account to view order status at any time.
Returns & Refunds
What is your return policy?
Unopened items can be returned within 30 days of delivery for a full refund. See our full Returns Policy for details on how to start a return.
What if my product arrives damaged?
We’re sorry! Please contact us within 7 days of delivery at customerservice@lumeastore.uk with photos of the damage and your order number, and we’ll send a replacement or issue a refund right away.
Products & Ingredients
Are Lumeastore products cruelty-free and vegan?
Yes. All our skincare and haircare products are 100% cruelty-free, and the majority of our range is fully vegan. Each product page lists its full ingredient profile.
Are your products suitable for sensitive skin?
Many of our formulas are dermatologist-tested and free from common irritants like parabens, sulphates, and synthetic fragrance. We always recommend reading the ingredient list and patch-testing if you have particularly reactive skin.
Where are your products manufactured?
Our products are formulated in the Netherlands and manufactured in EU-based facilities that meet strict GMP (Good Manufacturing Practice) standards.
Account & Privacy
Do I need an account to place an order?
No — guest checkout is available. Creating an account, however, makes it easier to track orders, save addresses, and access exclusive offers.
How is my personal data handled?
We treat your data with the utmost care. See our Privacy Policy and Cookie Policy for full details.
Still have a question?
Our customer service team is here to help. Reach out at customerservice@lumeastore.uk or via our contact page, and we’ll get back to you within 24 hours.