Frequently Asked Questions
ORDERS & SHIPPING
How long does shipping take?
We process all orders within 1-3 business days. Delivery times vary by destination: Switzerland 7-14 business days, Europe 10-18 business days, USA/Canada 12-20 business days, Australia/New Zealand 12-20 business days. Please note that international shipping times can vary due to customs processing.
Do you offer free shipping?
Shipping rates are calculated at checkout based on your location and order weight. We occasionally offer free shipping promotions, so sign up for our newsletter to stay informed.
How can I track my order?
Once your order ships, you will receive a confirmation email with your tracking number. You can track your package at any time by visiting our Track Your Order page or by entering your tracking number directly at 17track.net.
RETURNS & REFUNDS
What is your return policy?
We offer a 30-day return window from the date of delivery. Items must be unused, in original packaging, and in resalable condition. To initiate a return, please contact us at support@lumora-shop.com with your order number and reason for return.
How long does a refund take?
Once we receive and inspect your return, we will process your refund within 5-7 business days. The refund will be issued to your original payment method. Please allow an additional 3-5 business days for your bank to process the credit.
PRODUCTS
Are Lumora beauty devices safe to use?
Yes. All Lumora beauty devices are designed with safety in mind and use non-invasive, clinically-inspired technologies. However, we recommend consulting your doctor before use if you are pregnant, have epilepsy, have a pacemaker, or have active skin conditions in the treatment area.
How often should I use these devices?
Usage frequency depends on the device. Generally, LED face masks and massagers are safe to use 3-5 times per week, while face masks and steamers can be used 1-3 times per week. Always follow the specific instructions included with your device.
When will I see results?
Many customers notice improvements after just a few uses. For best results, we recommend consistent use over 4-8 weeks. Results vary based on individual skin type, age, and treatment goals.
CONTACT & SUPPORT
How can I contact customer support?
You can reach our support team by emailing us at support@lumora-shop.com or by visiting our Contact page. We aim to respond to all inquiries within 24-48 business hours, Monday through Friday.