🧬 FREQUENTLY ASKED QUESTIONS — LUMASKINPURE™
🚚 DELIVERY & SHIPPING
What are your delivery times?
Our average delivery times in Europe are 6 to 10 business days. Every package undergoes a thorough quality check at our logistics center before shipping to ensure you receive a device in perfect working order.
How can I track my package?
It's very simple! As soon as your order is shipped, you will automatically receive an email containing a real-time tracking number. You will be able to follow each stage of the delivery directly on our site or on international tracking platforms.
What are the shipping costs?
- Standard Tracked Delivery : Totally free for all orders in Europe (no minimum purchase required).
- Insured Premium Delivery : Offered at €3.95 when validating your cart. It includes priority processing as well as full insurance against loss, theft, or breakage of the package during transit.
Will there be any customs fees to pay?
No, absolutely none. Our logistics flows are fully optimized and integrate the European Import One-Stop Shop (IOSS). VAT is paid at the time of your purchase on our site, and your package is delivered to your home without any surprise taxes or additional fees.
🛡️ WARRANTIES & RETURNS
Are your devices covered by a warranty?
Yes. In accordance with European legislation, all devices in the LumaSkinPure™ range (LED Mask and High-Precision Pen) benefit from a 2-year legal warranty of conformity.
If your device shows a technical defect or component failure within this period, we undertake to replace it free of charge at our expense.
What happens if I change my mind? (Right of withdrawal)
Your peace of mind is our priority. You have a legal right of withdrawal of 14 days after receiving your package.
If the product does not meet your expectations, simply contact our customer service by email to obtain return instructions and your full refund.
🔬 TECHNOLOGY & SAFETY
Do your products meet European standards?
Absolutely. The safety of your skin is our absolute requirement. All our light therapy devices hold official CE and RoHS certifications. They are laboratory-tested to ensure precise and completely safe wavelengths (without any harmful UV rays) for daily home use.
How can I contact customer service?
Our support team is at your entire disposal to answer all your technical or logistics questions within 24 hours. You can write to us directly at the following email address: contact@lumaskinpure.com or via our online contact form.