FAQs

Frequently Asked Questions

Welcome to the Lumaverae Help Center.

We’ve gathered answers to some of the most frequently asked questions about our products, orders, shipping, returns, payments, and customer support. If you can’t find the answer you’re looking for, please contact us at support@lumaverae.com.

About Lumaverae

What is Lumaverae?

Lumaverae is a beauty brand focused on thoughtful products designed to complement and enhance your natural beauty.

Our collection includes skincare, makeup, beauty tools, and accessories, with an emphasis on refined formulas, effortless routines, and products designed for everyday beauty.

What types of products does Lumaverae offer?

Our collection may include:

Skincare products, makeup and complexion products, lip products, eye and brow products, beauty tools, and beauty accessories.

Because our collection continues to evolve, product availability may change from time to time. Please visit our Catalog for the latest products.

Where can I find product ingredients?

Ingredient and product information can be found on the individual product page whenever applicable.

We strongly recommend reviewing the product description and ingredient information carefully before purchasing, particularly if you have known allergies, sensitivities, or specific skincare concerns.

Are Lumaverae products suitable for sensitive skin?

Skin can respond differently from person to person. Please review the ingredient information provided on the relevant product page before use.

If you have sensitive skin or are trying a new cosmetic or skincare product, we recommend performing a small patch test before full application. Discontinue use if irritation or discomfort occurs.

If you have a diagnosed skin condition or specific medical concern, consult an appropriate healthcare professional before introducing a new product into your routine.

How should I use my Lumaverae product?

Usage instructions may vary depending on the product.

Please refer to the instructions and recommendations shown on the individual product page or product packaging. For the best experience, follow the recommended application method and storage instructions.

Can product colors look different in person?

We make every reasonable effort to display product colors accurately. However, actual colors may vary slightly depending on your screen settings, device, lighting conditions, and individual skin tone.

For makeup products, the final appearance may also vary according to undertone, application method, and other products used.

Orders & Payments

Do I need an account to place an order?

No. You may place an order as a guest.

Creating an account, however, may make future shopping more convenient by allowing you to access available account features such as order information and purchase history.

What payment methods do you accept?

We accept payment methods displayed at checkout, which may include major credit and debit cards and PayPal.

Available payment options may vary depending on your location, currency, device, or payment provider.

What currency will I be charged in?

Prices and available currencies are displayed on our website according to the selected country or region.

If your card or payment account uses a different currency, your bank or payment provider may convert the transaction using its applicable exchange rate and may charge additional currency-conversion or international transaction fees.

Any such fees are determined by your payment provider and are not controlled by Lumaverae.

Is my payment information secure?

We use secure e-commerce technology to process online transactions. Payment information is transmitted through secure payment processing systems and is handled in accordance with the applicable payment provider's security procedures.

Please refer to our Privacy Policy for more information about how personal information is collected and used.

Why was my payment declined?

Payments may be declined for a number of reasons, including incorrect billing information, insufficient funds, card restrictions, fraud-prevention checks, or authorization issues with your bank or payment provider.

Please confirm that your payment and billing information is correct. If the issue continues, contact your bank or try another available payment method.

Will I receive an order confirmation?

Yes. Once your order has been successfully placed, an order confirmation will normally be sent to the email address provided during checkout.

Please make sure your email address is entered correctly. If you do not see the confirmation, check your spam or junk folder.

If you still cannot locate it, contact support@lumaverae.com and provide the name and email address used to place the order.

Order Changes & Cancellations

Can I change my order after placing it?

If you need to change your order, please contact us at support@lumaverae.com within 24 hours of placing your order.

We will make reasonable efforts to assist you before the order has been processed or shipped.

Once an order has been shipped, we may no longer be able to change the products, quantity, color, variant, or delivery information.

Can I change my shipping address?

Please contact us as soon as possible at support@lumaverae.com if you notice an error in your shipping address.

Address changes are not guaranteed once an order has entered processing or has been shipped.

Customers are responsible for providing complete and accurate shipping information during checkout.

Can I cancel my order?

Please contact us as soon as possible if you would like to request an order cancellation.

If the order has already been processed or shipped, cancellation may no longer be possible. In that case, you may need to follow the applicable return procedure after receiving your order.

For subscription, pre-order, or other special purchase types, please refer to the applicable Cancellation Policy.

Shipping & Delivery

How long does order processing take?

Orders generally enter our processing and dispatch workflow within approximately 72 hours after the order is placed and payment is successfully received.

Processing may include order verification, quality checks, preparation, and packaging.

During periods of high order volume, promotions, holidays, or other exceptional circumstances, processing may take longer.

How long does shipping take?

Estimated shipping times currently vary by destination:

United States & Canada: approximately 2–4 weeks

Australia & New Zealand: approximately 2–4 weeks

United Kingdom & Europe: approximately 2–4 weeks

Other countries and regions: approximately 2–5 weeks

These are estimated delivery timeframes rather than guaranteed delivery dates.

Customs clearance, local postal services, weather, public holidays, carrier delays, remote destinations, and other circumstances outside our control may affect delivery times.

Do you ship internationally?

We offer international shipping to many countries and regions.

Available destinations and shipping options are displayed during checkout. Certain products or destinations may be subject to restrictions.

How can I track my order?

Once tracking information becomes available, you will normally receive a shipping confirmation email containing your tracking number.

Please note that tracking information can sometimes take several days to update after a parcel has been handed to the shipping carrier.

You may also track compatible shipments through 17TRACK using the tracking number provided in your shipping confirmation.

Why hasn't my tracking information updated?

Tracking information may not appear immediately after shipment.

Shipping carriers sometimes require several days to scan, process, and update parcel information in their systems, especially during international transit.

If your tracking information has not updated for an extended period or you believe there may be a problem with your shipment, please contact support@lumaverae.com with your order number.

Why did I receive only part of my order?

Depending on product availability and fulfillment location, items within the same order may occasionally be shipped separately.

As a result, you may receive multiple packages at different times.

Please check your shipping confirmation and tracking information. If an item appears to be missing after all expected packages have arrived, contact us at support@lumaverae.com.

Will I have to pay customs duties or import taxes?

International orders may be subject to customs procedures, import taxes, duties, or other charges depending on the destination country or region.

Such charges, when applicable, are determined by local authorities and may vary by destination.

Customers should check applicable local import requirements before ordering if they are unsure whether additional charges may apply.

What happens if my package is delayed?

International shipments may occasionally experience delays caused by customs processing, transportation disruptions, local postal networks, holidays, weather, increased order volumes, or other circumstances outside our direct control.

Please continue checking your tracking information for updates.

If your order appears significantly delayed, contact us at support@lumaverae.com with your order number and tracking number so our customer support team can review the available shipping information.

Returns & Refunds

What is your return policy?

If you are not satisfied with your purchase, eligible items may be returned within 30 days of receipt in accordance with our Return & Refund Policy.

Please contact support@lumaverae.com before returning any product so our customer support team can provide the appropriate return instructions.

Returns sent without contacting us first may result in processing delays.

How do I request a return?

To request a return, email support@lumaverae.com and include:

Your order number, the item you would like to return, and the reason for your return.

Our customer support team will review your request and provide the applicable return instructions.

Are original shipping charges refundable?

Unless otherwise required by applicable law or specifically stated in a promotion, original shipping charges are generally not refunded when an eligible product is returned.

Please review our Return & Refund Policy for the complete terms applicable to your order.

When will I receive my refund?

Once an eligible return has been received and processed, the applicable refund will be issued to the appropriate payment method in accordance with our Return & Refund Policy.

After a refund has been issued, your bank, card issuer, or payment provider may require additional time to post the funds to your account.

Processing times can vary between financial institutions.

Can I exchange an item?

If you need assistance with an exchange or replacement, please contact support@lumaverae.com with your order number and details of the item concerned.

Our customer support team will advise you of the options available based on your order and the applicable policy.

What should I do if my item arrives damaged?

If your item arrives damaged, please contact us at support@lumaverae.com within 14 days of receiving your order.

Please include your order number and clear photographs showing the damaged item and packaging where applicable.

Using “DAMAGED” in the email subject line can help us identify your request.

Our customer support team will review the information and advise you on the next steps.

What should I do if an item is missing from my order?

First, check whether your order was shipped in multiple packages, as certain products may be dispatched separately.

If all expected packages have arrived and an item is still missing, email support@lumaverae.com with your order number and details of the missing item.

You may use “MISSING ITEM” as the email subject line.

What happens if my package is lost during delivery?

If tracking indicates that your parcel may have been lost during delivery, please contact us with your order number and tracking details.

Where the applicable shipping service includes shipping protection or insurance and sufficient evidence is available, we will review the case and provide the appropriate resolution in accordance with our shipping policy.

Product & Beauty Questions

How do I choose the right product for me?

Please review the product description, shade or variant information, ingredients, benefits, and usage instructions on the relevant product page.

Because cosmetic results vary between individuals, factors such as skin type, skin tone, undertone, personal preferences, application technique, and existing beauty routine should also be considered.

If you need additional product information before purchasing, contact us at support@lumaverae.com.

Can I use several Lumaverae products together?

Many beauty products can be incorporated into the same routine, but compatibility depends on the individual products and your skin.

Always follow the usage information provided for each product and introduce new skincare products gradually if you are concerned about sensitivity.

What should I do if I experience irritation?

Discontinue use if you experience persistent irritation, discomfort, swelling, or another unexpected reaction.

If symptoms are significant or persist, seek advice from an appropriate healthcare professional.

When contacting us about a product concern, providing your order number, product name, photographs where relevant, and a description of the issue can help our customer support team understand your case.

How should I store my beauty products?

Unless the product packaging states otherwise, beauty products should generally be stored securely in a cool, dry place away from excessive heat, moisture, and direct sunlight.

Always close the product properly after use and follow any product-specific storage instructions shown on the packaging.

Account & Customer Support

How can I contact Lumaverae?

For order questions, product inquiries, returns, shipping issues, or other customer service matters, please contact:

Email: support@lumaverae.com

When contacting us about an existing order, please include your order number whenever possible so we can assist you more efficiently.

How quickly will customer support respond?

We aim to respond to customer inquiries as soon as reasonably possible during normal business operations.

During weekends, holidays, promotional periods, or periods of unusually high inquiry volume, response times may be longer.

If you are waiting for a reply, please also check your spam or junk email folder.

To help us assist you efficiently, please avoid sending multiple messages regarding the same request unless you have additional information to provide.

What information should I provide when contacting customer support?

For order-related questions, please provide your order number and the email address used when placing the order.

For damaged, incorrect, or defective products, photographs or other supporting information may also be requested so we can properly review your case.

Never email us your complete credit card number, password, or other unnecessary sensitive payment information.

Privacy & Security

How does Lumaverae use my personal information?

We collect and use certain personal information when necessary to operate our website, process payments, fulfill orders, arrange shipping, communicate with customers, prevent fraud, improve our services, and perform other activities described in our Privacy Policy.

For full details about the information we collect, how it is used, and your applicable rights, please review our Privacy Policy.

Is my personal information shared with service providers?

Certain information may be shared with service providers where necessary to operate our online store, process payments, fulfill orders, provide delivery services, maintain our website, perform analytics, prevent fraud, or comply with legal obligations.

Please refer to our Privacy Policy for more information.

Still Need Help?

We’re here to help.

If your question is not answered above, please contact our customer support team at:

support@lumaverae.com

For faster assistance with an existing order, please include your order number in your message.

You may also review our Shipping & Delivery, Return & Refund Policy, Privacy Policy, and Terms of Service for additional information.