The things people ask before they order

Standard delivery is $5 and arrives in three to five working days. Express is $12 and arrives in one to two. Delivery is free on every order over $60. Orders placed before 2pm Pacific are packed the same day, and anything after that goes out the next working day.

We ship across the United States and Canada. Canadian orders are sent with duties prepaid, so nothing is owed on delivery. We do not currently ship to the EU or the UK, though it is the request we get most often and we are working on it.

A tracking link is emailed the moment your parcel is collected, usually the evening it is packed. If it has been two working days and nothing has arrived, check your spam folder first, then email hello@lumeaskin.com with your order reference and we will resend it.

Yes, if you reach us before it is packed. Email hello@lumeaskin.com with your order reference as soon as you can. Once a parcel is with the carrier we cannot recall it, but you can return it under the 30-day policy at no cost to you.

If a product does not suit your skin, send it back within 30 days for a full refund, opened or not. We would rather you tried it properly than returned it sealed. Return postage is free within the United States, and refunds are processed within three working days of the parcel reaching us.

Email hello@lumeaskin.com with your order reference and we send a prepaid label within one working day. Repack the products in any box you have to hand, attach the label and drop it at any carrier point. You do not need the original packaging.

Send a photo to hello@lumeaskin.com and we ship a replacement the same working day, with no need to return the damaged one. Glass travels badly sometimes and it is our problem, not yours.

Thinnest to thickest. In the morning: cleanser, hyaluronic or vitamin C serum, moisturizer, then SPF last and always. At night: cleanser, treatment or serum, then night cream. If you are using the retinal, give it five minutes to absorb before the cream goes on top.

Use them at opposite ends of the day rather than layering them. Vitamin C in the morning, where it works alongside your SPF, and retinal at night, when skin does most of its repair. Using both at once is not dangerous, it just tends to irritate skin for no extra benefit.

Hydration is immediate, within about ten minutes for the hyaluronic serum. Oil control and congestion take two to three weeks. Dark marks and tone need eight to twelve weeks of daily use, and firmness is a three to six month project. Anything promising faster than that is selling you something.

Everything in the range except the Retinal Renewal Treatment, which uses a vitamin A derivative that is not recommended in pregnancy or while breastfeeding. The azelaic acid in the Niacinamide Clarity Serum is generally considered a good substitute, but check with your midwife or doctor first.

The Hydrating Cleanser and the Barrier Repair Moisturizer, and nothing else for two weeks. Once the stinging has stopped, add one active at a time and leave a fortnight between each. Most reactions people blame on a single product are really a barrier that never got a chance to recover.

There is no added fragrance and no essential oil in anything we make. The Vitamin C Brightening Serum has a faint citrus note, but that is the actives themselves rather than perfume. Nothing in the range contains a listed fragrance allergen.

No, and we do not sell in markets that require animal testing by law. Formulas are tested on human volunteers under dermatological supervision, and every batch is stability tested for twelve weeks before it is released.

The whole range is vegan. The ceramides and squalane are plant-derived rather than animal-derived, and there is no beeswax, lanolin or carmine in anything we make.

Twelve months for the serums and creams, six for the vitamin C, which we mark on the base of every bottle. In practice most people finish a 30ml serum in about ten weeks of twice-daily use.