Lumin

Hi there - so glad to hear about your positive experience with Lumin! Best, The Team at Lumin

Hi there - thanks for sharing your experience — we’re really sorry for the frustration this caused. International shipments can occasionally be held up in customs longer than expected, and we understand how discouraging that can be, especially when tracking doesn’t appear to move. When an order is still in transit, we’re unfortunately unable to issue a refund until the shipment is resolved, which is why our team advised waiting a bit longer. That said, we truly regret that this situation left you feeling unheard or disappointed. Best, The Team at Lumin

Hi there - so glad to hear about your positive experience with Lumin! Best, The Team at Lumin

Hi there - so glad to hear about your positive experience with Lumin! Best, The Team at Lumin

Hi Peter - sorry to hear that your order was lost in transit. Please email us at [email protected], and we'd be happy to look into this for you once more. Best, The Team at Lumin

Hi there - so glad to hear about your positive experience with Lumin! Best, The Team at Lumin

Hi Jeremiah - so sorry to hear that your order took so long to deliver. This was likely due to an out-of-stock product that caused a major order delay. Please contact us at [email protected] if you have any other questions or concerns - thanks. Best, The Team at Lumin

Hi Jason - we’re sorry to hear you feel this way and appreciate you taking the time to share your feedback. We know we won’t be the right fit for everyone, but we always aim to provide quality products and helpful support. If there’s a specific issue behind your experience, our team would be happy to look into it and assist. Best, The Team at Lumin

Hi Glenda - sorry to hear about your experience. We'll take this feedback back to our marketing team for review. Best, The Team at Lumin

Hi Emmanuel - so glad to hear about your positive experience with Lumin! Please let us know if you have any other questions or concerns! Best, The Team at Lumin

Hi Martin - appreciate your feedback here. We'll pass this on to our marketing team for review. Best, The Team at Lumin

Hi there, Thank you for taking the time to share a review. We’re sorry that you had an unpleasant experience and that you have not received your order yet. This is not the kind of experience we want for our customers, and we truly appreciate you bringing this to our attention. Please email us at [email protected], and our customer support team will be glad to assist you and rectify this situation. We truly appreciate your understanding! Best, Team Lumin

Hi D Greene, Thank you for sharing your feedback. We’re sorry to hear that you didn’t notice an improvement in your under-eye lines. Everyone's skin is unique, and we understand that our formulations may not work the same for everyone, but we truly appreciate you taking the time to share your experience. Your feedback is valuable to us, and we have forwarded it to our product development team. Best, Team Lumin

Hi Maria, We’re genuinely sorry to hear about your experience and appreciate you taking the time to share your feedback. At Lumin, our intention is never to mislead customers, and we apologize that the subscription associated with your order was not clearly explained to you at the time of purchase. While our offers may include trial-sized products that transition into a recurring plan, we understand that this was not your expectation and that this caused frustration. We’re glad to hear you’ve already cancelled any future shipments. Our customer support team will be happy to review your order and work with you on a resolution, including a refund where applicable. We encourage you to continue your conversation with our support team so we can make this right for you as quickly as possible. Customer trust is extremely important to us, and feedback like yours helps us identify areas where we can improve communication and clarity during the checkout process. Best, Team Lumin

Hi Ross, Thank you for sharing your experience with us. We know how frustrating it can be after trying products that don’t work, so we’re delighted to hear that our Daily Face Moisturizer has made a positive difference for your skin. It’s also great to know you’re enjoying our delivery time. Thank you for giving Lumin a try! Best, Team Lumin

Hi Rupert, Thank you so much for taking the time to share your experience. We’re thrilled to hear that our charcoal facial products have been part of your routine for over a year and that you’re enjoying both the results and the simplicity of our packaging. Providing reliable service and putting our customers first is at the heart of what we do, so it means a lot to know that any issues were resolved quickly and to your satisfaction. We appreciate you giving Lumin a try. Best, Team Lumin

Hi Eamon, We’re truly sorry to hear about your experience and appreciate you taking the time to share this feedback. At Lumin, we’re dedicated to providing high-quality products at fair prices, and it’s disappointing to hear that we did not meet your expectations. We genuinely want to turn this around for you. If you’re open to it, send your order details to [email protected], and we’ll work with you to find products and pricing options that feel right for you. Thank you again for your feedback. It helps us improve and serve our customers better. Best, Team Lumin

Hi Sujit, Thank you for taking the time to leave a review. We’re truly sorry to hear about your recent experience. This isn’t the level of service we aim to provide, and we completely understand your disappointment. Regarding the shipping refund, our free trial policy usually does not cover courier fees after an order is shipped, as detailed on our website. Since the trial kits are provided at the cost of shipping and the products are free, they are non-refundable. We apologize for any inconvenience this may cause. For further details on our free trial policies, please visit our Refund Policy page. We also want to assure you that your replacement was processed on December 5 and handed over to our shipping partners on December 7. Please note that tracking links are not always updated in real time, which can sometimes make it appear as if there’s no movement. While we work diligently to maintain a high standard in our fulfillment operations, we rely on third-party shipping partners to transport and deliver Lumin orders. Unfortunately, this means unforeseen logistical challenges can occasionally occur, causing delays or delivery mishaps. Nonetheless, we take full responsibility for ensuring your order reaches you securely and on time, and we are committed to resolving any issues that arise. If, for any reason, your package has not been delivered by Friday, December 12, please reach out to us immediately so we can take care of it right away. We appreciate you bringing this to our attention and giving us the opportunity to make things right. Best, Team Lumin

Hi Kiki, Thank you for leaving a review. We’re very sorry to hear about your experience, and we truly appreciate you bringing this to our attention. When our customers cancel their subscriptions through the account portal, we are unable to charge the payment method they used. We send a Cancellation Confirmation email to ensure our customers that the cancellation was successful. Please note that a subscription must be canceled before the scheduled renewal date. We’re glad your card prevented the extra charges. Please email [email protected] so we can verify that your subscription is fully cancelled, stop any further billing attempts, and fix any issues on your account. We appreciate your feedback and will work to resolve this promptly. Best, Team Lumin

Hi Donny, Thank you so much for sharing your experience with us. We’re truly sorry for the initial delay and for the frustration it caused. While we didn’t get it right at first, we’re glad our team was ultimately able to provide a solution that worked for you. We also want to thank you for your patience throughout the process. Your feedback is greatly appreciated, and we thank you for giving us the chance to correct the mistake. If you need further assistance, please feel free to contact us. Best, Team Lumin