Shipping &
Delivery Policy
Where does Lumina ship from, and how long will delivery take?
We aim to process and dispatch all orders within 1–3 business days (excluding weekends and public holidays). You’ll receive a tracking number once your order ships.
All Lumina orders are shipped from our facility in Hong Kong or Australia.
- Local (Hong Kong & Macau): Estimated delivery time is 2–7 business days.
- International: Delivery usually takes 7–21 business days depending on destination and customs procedures.
Deliveries will come with a tracking number.
Which countries and regions does Lumina ship to?
We currently deliver to:
Hong Kong, Macau, Mainland China, Taiwan, Japan, South Korea, Malaysia, United Kingdom, France, Germany, Australia and New Zealand.
If your location isn’t listed, please contact us at info@luminakj.com OR +852 5464 3132 for assistance.
Is free shipping available and how can I qualify?
Yes!
- Orders within Hong Kong & Macau: Free shipping on purchases over HK$600
- Singapore: Free shipping for purchases over HKD 1,000
- United Kingdom: Free shipping for purchases over HKD 2,000
- South Korea, Taiwan, Malaysia, Japan, Australia, New Zealand: Free shipping for purchases over HKD 3,000
- France, Germany, and other countries: Free shipping for purchases over HKD 5,000
- International orders: Thresholds may change during promotional campaigns—check our homepage or newsletter for updates.
What payment options can I use at checkout?
We accept a secure range of payment methods including:
- Credit Cards (Visa, MasterCard, American Express)
- Debit Cards
- PayPal
- Wise
All transactions are processed in Hong Kong Dollars (HKD).
Will I have to pay customs duties or import taxes?
For international shipments, customs fees or import duties may be charged by your local authorities. These charges are the buyer’s responsibility and are not included in the product or shipping prices.
Taxes & Duties
If taxes and/or duties are incurred for your parcel, you will be responsible for covering the fees before delivery can proceed.
Duty Delivered Unpaid
Shipping fees paid during checkout do not include taxes and import duties.
Your parcel may be subject to customs inspection and the assessment of duties and taxes will be in accordance with local regulations. If taxes and/or duties are incurred for your parcel, you will be responsible for covering the fees before delivery can proceed.
If you refuse the parcel upon delivery or if the parcel is unclaimed, the fees incurred for the return of the parcel (duties, taxes, return fees) will be payable by you before re-delivery can be arranged.
Can Lumina declare my order as a “gift” or lower the item value on the shipping label?
Unfortunately, we are legally required to declare the accurate value of goods on customs forms. We cannot label items as gifts or undervalue shipments.
Are there any ongoing promotions or discount codes?
Yes, we regularly offer exclusive discounts and seasonal promotions. Be sure to subscribe to our newsletter and follow us on social media to stay updated on the latest deals.
Return &
Exchange Policy
Can I exchange or return an item after purchase?
We apologize, but for hygiene and safety reasons, Lumina does not offer exchanges or returns on products. However, if a product is damaged during delivery or due to our error, we will provide an exchange within 7 days of receipt. Please keep the product packaging intact to qualify. This policy helps ensure the quality and safety of our beauty-care items for all customers.
We will not accept exchange requests in the following situations:
The product has been delivered and sold for more than 7 days;
The product has been opened (except for product deterioration);
The product has been opened and 30% or more of its net capacity or weight (whichever is less) has been used;
Any allergic or adverse reaction to glowbiotics or any claim that the product is not suitable for use
*K&J Lumiere Beauty Company Limited will not be held responsible or liable for any health problems or conditions associated with or resulting from the use of Lumina mask. If any adverse reaction occurs, we recommend that you seek medical advice immediately.
We do not accept refund requests under any circumstances. Customers can only return or exchange the same item once within the specified date under the same receipt. Products that have been replaced will not be accepted for exchange.
K&J Lumiere Beauty Company Limited reserves the right of final decision.
Can I cancel or modify my order after placing it?
If you need to cancel or make changes to your order, please contact us within 1 hour of placing it by emailing info@luminakj.com
We will do our best to accommodate your request. However, once an order has entered the processing or shipping stage, we are unable to make any changes or cancellations.
We recommend double-checking your items, delivery address, and payment details before confirming your order.
What should I do if my order arrives incomplete, incorrect, or damaged?
If your Lumina order is delivered with missing, incorrect, or damaged items, please notify us within 48 hours of confirmed delivery.
The 48-hour period begins from the time the courier marks the parcel as delivered or signed for, based on the official tracking record.
To report an issue, please email info@Luminakj.com with:
- Your order number
- A description of the issue
- Clear photos of the outer packaging, product(s), and courier label
Our team will review your claim and respond with the next steps.
Please note: Claims submitted after the 48-hour window may not be eligible for return, refund, or replacement.
Why am I unable to use my discount?
There are a few possible reasons why your discount could be invalid:
- The code has expired
- Check the expiry date of the code, as some of them run for a limited time or expire after a set period.
- Did you meet the minimum spending requirement?
- There might be a minimum spend requirement and/or on selected product categories.
- Do you need to be logged in?
- Some promo codes will require you to be logged in to redeem the discount.
- Has this promo already been used?
- Some promo codes might have restrictions to the number of times it can be used.
- Have you checked the Terms and Conditions of the promo code?
- Check promo terms and conditions to ensure you've met the promo criteria here.
- Only one promo code can be applied to each order
If you're absolutely sure you've fulfilled the terms and conditions of the discount and still have trouble using it, please drop us a message here with a screenshot of the error message!
I placed my order but forgot to use my discount code, what should I do?
Discount codes can't be applied to an order that's already been made!
Reimbursements won't be provided if the code wasn't applied. But you can always save it for your next purchase with us, as long as you fulfil the terms and conditions of the discount!