FAQ's
Frequently Asked Questioned
At Lumoure, we want your shopping experience to be effortless. Below you’ll find answers to the most common questions. If your question isn’t answered here, don’t hesitate to reach out. But chances are you’ll find what you’re looking for right away.
Orders & Payments
How can I place an order?
Simply add your favorite products to your cart and proceed to checkout. Our secure system will guide you through the payment process step by step.
What payment methods do you accept?
We accept major credit and debit cards, PayPal, iDEAL, Bancontact, Klarna, and other popular local payment methods within the EU.
Can I change or cancel my order?
We process orders quickly, so changes and cancellations are only possible within 1 hour after purchase. Contact us immediately if you need help. Cancellations are not a guarantee as we prioritize shipping speed.
What payment methods are accepted?
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Do you offer gift cards?
Yes, digital gift cards are available in various amounts and can be sent directly to the recipient.
Shipping & Delivery
Where do you ship?
We currently ship across the EU, including the Benelux region.
How long will delivery take?
Standard shipping across Europe is 2–5 business days.
What are the shipping costs?
Shipping costs vary depending on your location and will be shown at checkout. Orders above €60 enjoy free shipping.
How do I track my order?
Once your order is shipped, you’ll receive a tracking link via email.
My package hasn’t arrived, what should I do?
Check the tracking link first. If your package is delayed or lost, contact the courier directly. If you need further assistance, reach out to us.
Products & Ingredients
Are your products really natural?
Yes, all Lumoure products are made with 100% natural ingredients, cruelty-free, and EU-compliant.
Are your products vegan?
Most of our products are vegan. Check the individual product page for clear labeling.
Do you test on animals?
Never. All our products are cruelty-free.
Are your products suitable for sensitive skin?
Yes, our formulations are designed to be gentle. Always check the ingredient list if you have specific allergies.
Where are your products made?
Our products come from carefully selected European partners, mainly from Estonia and the Nordics, known for their clean skincare.
Returns & Refunds
What is your return policy?
You may return unopened and unused products within 14 days of delivery. Due to hygiene reasons, opened skincare cannot be returned.
How do I request a return?
Contact us, and we’ll provide you with instructions.
When will I receive my refund?
Refunds are processed within 7–10 business days after we receive your return.
Can I exchange a product?
At the moment, we don’t offer direct exchanges. Simply return your product and place a new order.
Account & Newsletter
Do I need an account to order?
No, you can checkout as a guest. But with an account, you can save your details, track orders faster, and manage preferences easily.
How do I subscribe/unsubscribe from the newsletter?
You can subscribe at checkout or via the footer on our website. To unsubscribe, simply click “unsubscribe” in any of our emails.
Do you offer special discounts for subscribers?
Yes! Newsletter subscribers get early access to sales, exclusive discounts, and beauty tips.
Promotions & Discounts
Can I use more than one discount code?
No, only one discount code can be used per order.
My discount code isn’t working, what should I do?
Check if the code is still valid and that it applies to the products in your cart. If it still doesn’t work, contact us.
Do you have a sale section?
Yes, visit our Sales page for current discounts.
Sustainability & Ethics
Are your products sustainable?
Yes, we work with eco-conscious suppliers who prioritize recyclable packaging and natural ingredients.
Do you use plastic in packaging?
We aim to minimize plastic use. Many of our products come in glass, aluminum, or recycled packaging.
Why is European skincare better?
European standards for cosmetics are among the strictest in the world, ensuring safety, quality, and transparency.
Troubleshooting
My payment didn’t go through
- Double-check that your card details are correct (expiry date, CVV, billing address).
- Make sure you have sufficient funds.
- Try a different payment method (we accept major cards, PayPal, etc.).
- If the issue continues, please contact your bank first, then reach out to us.
My discount code isn’t working
- Check if the code has expired.
- Make sure it applies to the product(s) in your cart.
- Only one discount code can be used per order.
- Still not working? Reach out to us and we’ll help.
I didn’t receive an order confirmation
- Please check your spam/junk folder.
- Make sure you entered the correct email at checkout.
- If you still can’t find it, contact us and we’ll resend it.
My tracking link doesn’t work
- Tracking links usually take 24–48 hours to update after shipping.
- Try checking again later.
- If it still doesn’t work after 2 business days, contact us for assistance.Tracking links usually take 24–48 hours to update after shipping.
- Try checking again later.
- If it still doesn’t work after 2 business days, contact us for assistance.
I entered the wrong address
- Contact us immediately with your correct details.
- If your order has not shipped yet, we’ll update it.
- If it has already been shipped, we unfortunately cannot change it. Try contacting the shipping company instead.
The payment went through, but I didn’t get an order confirmation
- Don’t worry—sometimes it takes a few minutes for the system to update.
- If you don’t see it within 1 hour, check your spam folder.
- If it’s still not there, reach out and we’ll verify your order.
Need More Help?
If you didn’t find your answer here, simply contact us. We’ll be happy to help!
