At Lumellea, we are committed to providing premium skincare solutions with a seamless shopping experience. Below you’ll find detailed information about our shipping and returns processes designed for our discerning clientele.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to accommodate your needs:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
  • Free Shipping (orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment

Note: We ship worldwide except to certain remote areas and parts of Asia. Delivery times may vary depending on customs processing in your country.

Returns & Exchanges

We stand behind our premium formulations, but understand that sometimes a product may not meet your expectations. Our return policy reflects our commitment to your satisfaction while maintaining the highest hygiene standards.

Return Policy Details

  • Return window: 15 days from receipt of order
  • Condition requirements:
    • Products must be unused and in original packaging
    • Original containers must be unopened
    • Proof of purchase required

Non-Returnable Items: For health and safety reasons, we cannot accept returns on:

  • Opened skincare products (especially Eye Treatments and Cleansers)
  • Travel Sets with any opened components

How to Initiate a Return or Exchange

  1. Contact us at [email protected] within 15 days of receiving your order using the provided template below.
  2. Wait for authorization – Our team will respond within 2 business days with return instructions and an RMA number.
  3. Package your return – Include the original packing slip or order confirmation. We recommend using a trackable shipping service.
  4. Ship to:
    Lumellea Returns
    2745 Northwest Boulevard
    Washington, US 20024

Return Request Email Template

Subject: Return/Exchange Request - Order #[Your Order Number]

Dear Lumellea Customer Care,

I would like to request a [return/exchange] for the following item(s) from my order #[Your Order Number]:

Product Name: 
Reason for Return: 
Preferred Resolution: (Refund/Exchange for [Product Name])

I confirm the product(s) are unused and in original packaging.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Shipping Address]

Refund Process

  • Refunds are processed within 5 business days after we receive and inspect your return
  • Refund method:
    • Credit cards: 5-10 business days (processing times vary by bank)
    • PayPal: 3-5 business days
  • Original shipping fees are non-refundable unless the return is due to our error

Exchange Process

  • Your replacement product will ship once we receive your return
  • For exchanges of higher value: You’ll be charged the difference
  • For exchanges of lower value: We’ll refund the difference

Damaged or Incorrect Items

If you receive a damaged or incorrect product, please contact us immediately at [email protected] with photos of the item and packaging. We’ll arrange for a replacement at no additional cost.

Questions?

Our customer care team is available to assist with any questions about our shipping or return policies. Contact us at [email protected] for personalized assistance.

Thank you for choosing Lumellea – where premium skincare meets exceptional service.