FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
Does LUMI ship to West & East Malaysia?
Yes, we currently ship our products to West & East Malaysia for a flat shipping fee.
Do you ship internationally?
Yes! We ship to a number of countries outside of Malaysia, you may place your orders on our International site!
How can I track my order?
You can track your order here by keying in your order details (Email Address & Order Number). Once your order is sent out you will be emailed a tracking link to keep tabs of your parcel.
How soon will pre-orders be shipped?
Pre-orders are early access to our products before they are launched. Once your orders are placed, please allow 3 weeks for orders to reach you.
Does LUMI offer returns or refunds?
Due to hygiene reasons, we are unable to process returns and refunds after purchase. In the case where you’ve received an incorrect order or faulty item, do drop us a mail at hello@mylumibeauty.com and we will be in contact with you very soon! Can I cancel or change my order? All orders are final once they are submitted. If you have any questions, do drop us a mail at hello@mylumibeauty.com, and we will be in contact with you very soon!
Can I cancel or change my order?
All orders are final once they are submitted, if you have any questions do drop us a mail at hello@mylumibeauty.com and we will be in contact with you very soon!
Purchase & Processing
Below are some of are common questions about purchase & processing
How soon are purchases processed for delivery?
All orders are processed for delivery within 3 working days, with an additional 2 to 5 working days for shipping via our partners, depending on your location. Once your order is out for delivery, you will receive an email notification with your tracking number.
How are pre-orders processed?
Pre-orders are early access to our products before they are launched. Once your orders are placed, please allow 3 weeks for orders to reach you.
Payment & Promotions
Below are some of are common questions about payment & promotions
What type of payment methods does LUMI accept?
We accept the following payments:
1. Express checkout (via Airwallex): Apple Pay and Google Pay
2. Credit Card (via Airwallex): Visa and Mastercard
3. Additional payment methods (via Airwallex): Touch 'n Go, Boost, ShopeePay, SPayLater, Atome, FPX and DuitNow
4. Grab (via Grab): GrabPay and PayLater by Grab
How to use discount / promo codes online?
Discount or promo codes are valid for use on mylumibeauty.my only. Codes from mylumibeauty.my or LUMI's social media are not valid to use on LUMI Beauty Official Store on Shopee, unless otherwise specified. Codes are one-use only, and cannot be combined with any other offer or discount. Not valid on previous purchases.
Products
Below are some common questions about our products
Are LUMI products safe for pregnant or breastfeeding mothers?
Absolutely, our products are safe for use during pregnancy and breastfeeding. You can access the complete ingredients list on the product page, and best to consult your doctor to ensure our products align with your pregnancy journey.
What is the shelf life of LUMI products?
Our products are safe to use within 3 years from the manufacturing date as indicated on the bottom of each product (2 years for Bakuchiol Skydew Cloud Moisturizer).
Is LUMI products HALAL?
Our products are not halal certified, however we refrain from using any animal-derived ingredients.
Are LUMI products suitable for all skin types?
Yes, our products cater to all skin types. Nevertheless, should irritation or rash occur, we recommend discontinuing use and seek medical advise.
How do I store LUMI products?
In general, it's recommended to store skincare in a cool, dry place at room temperature.
How can I find out more information about LUMI product?
Please visit our product page for more information.
How can I find the products I am looking for in the website?
You can find the product by searching keyword or by navigating category of product.
