FAQ
Shipping & Delivery
How long does shipping take?
Standard shipping within the US, UK, and EU typically takes 5-7 business days. Orders ship from our warehouse within 1-2 business days of being placed.
Do you offer free shipping?
Yes — free standard shipping on all orders over $75. Below that threshold, a small shipping fee is added at checkout.
Where do you ship?
We currently ship to the United States, United Kingdom, European Union, Canada, and Australia. If your country isn't listed at checkout, email us at hello@lumellelabs.com and we'll do our best to accommodate.
How do I track my order?
You'll receive a tracking number by email as soon as your order ships. You can also track your order from your account page.
Do I have to pay customs or duties?
For deliveries within the EU and US, no additional duties apply. For UK, Canada, and Australia, duties may be assessed by your local customs office on entry. These are not included in the order total.
Returns & Guarantee
Do you offer a money-back guarantee?
Yes — every Lumelle product comes with a 90-day money-back guarantee. If you're not completely satisfied with your results, we'll refund your full purchase price. No questions asked.
How do I return a product?
Email our team at hello@lumellelabs.com with your order number and a brief note. We'll reply within 24 hours with return instructions. You don't need to ship the product back to receive your refund.
When will I receive my refund?
Refunds are processed to your original payment method within 5-7 business days of approval.
Product Questions
Is the Lumelle LED Mask safe?
Yes. Our mask is dermatologist-tested and skin-safe for all skin types and tones (Fitzpatrick I-VI). The LED light is non-thermal and contains zero UV.
How quickly will I see results?
Most customers notice improved radiance after the first week. Significant changes in firmness, tone, and fine line appearance typically become visible between weeks 2-4.
How often should I use the LED Mask?
For optimal results, 3-5 sessions per week, 10 minutes each. Daily use is safe.
Can I use the LED Mask with my skincare products?
Yes — and we recommend it. Apply your favorite serum or moisturizer first. The mask's gentle warmth enhances product absorption. Avoid photosensitizing actives (retinol, AHAs) immediately before sessions — apply those at night instead.
Is the Collagen Mask safe to leave on overnight?
Absolutely. The formula is engineered for overnight wear and absorbs in under 30 seconds — nothing transfers to your pillowcase.
Is your product pregnancy-safe?
The Collagen Mask is free from retinoids, salicylic acid, and known pregnancy-restricted actives. As a general rule, we always recommend consulting your OB before adding any new skincare during pregnancy.
Orders & Payment
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, Amex, Discover), PayPal, Apple Pay, Google Pay, Shop Pay, and Klarna for installment payments.
Can I pay in installments?
Yes — Klarna and Shop Pay Installments are available at checkout, allowing you to split your purchase into 4 interest-free payments.
Can I modify or cancel my order?
We process orders quickly to get them to you fast. If you need to change or cancel an order, email us within 2 hours of placing it and we'll do our best to help.
Do you have a subscription option?
Subscription is coming soon. For now, our products are available as one-time purchases.
Is my payment information secure?
Yes. We use Shopify's secure checkout, which is PCI DSS compliant. We never see or store your full payment details.
Account & Support
Do I need an account to place an order?
No — you can check out as a guest. But creating an account makes order tracking, future purchases, and managing subscriptions (when launched) much easier.
How do I contact you?
Email us at hello@lumellelabs.com. We respond to all messages within 24 hours, Monday through Friday.
Where are you based?
Lumelle Labs is headquartered in the Netherlands. Our products are designed in-house and manufactured by audited partner facilities.