Frequently Asked Questions

We ship all products directly from Korea to guarantee 100% authenticity and freshness. Unlike stores that keep products in UK warehouses for months, your skincare comes fresh from Seoul – meaning newer batches, more potent ingredients, and the exact same products Korean women use for their famous glass skin. Good skin is worth the wait! 🇰🇷✨

Because we ship directly from Korea, products travel via international routes that don't support express delivery for cosmetics. The upside? You're getting fresher products with longer shelf life. Standard shipping ensures your skincare arrives safely and maintains quality throughout the journey.

Absolutely! Every product ships directly from Korea, sourced from authorized suppliers. You're getting the exact same products sold in Korean beauty stores – not old stock sitting in warehouses. We guarantee 100% authenticity on everything we sell.

Yes! Once your order ships from Korea, you'll receive an email with your tracking number. You can follow your package from Seoul all the way to your door. Note: Tracking updates may take 2-5 business days to appear initially after dispatch.

Yes! We ship worldwide from Korea. UK orders take 10-18 days, USA 12-20 days, Europe 12-22 days, and Australia 15-25 days. Due to cosmetic regulations, some countries may not be available. Check checkout for your specific location.

Customs duties, taxes, and import fees vary by country and are the responsibility of the customer. These charges are determined by your local customs office and are not included in our shipping costs. We recommend checking with your local customs office for potential charges.

100% yes! All LUMIYA products are authentic Korean skincare sourced from authorised suppliers. Every product undergoes quality inspection before shipping. We guarantee authenticity on every single product. If you ever receive anything you believe is not authentic, contact us immediately for a full refund.

We recommend taking our Skin Quiz - it takes just 2 minutes and gives you personalised product recommendations based on your skin type, concerns, and goals. You can also contact us for one-on-one advice!

All products we sell have at least 12 months remaining shelf life. Once opened, we recommend using within 6-12 months for best results. Always check the PAO (Period After Opening) symbol on your products for specific guidance.

We offer refunds or replacements for damaged items, wrong products received, missing items, and lost packages (after 30 days with no tracking updates). Claims must be made within 7 days of receiving your order with photo/video evidence of the issue.

Email us at lumiyahelp@gmail.com with your order number, photos/videos of the issue, and a description of the problem. Our team will review your claim within 2-3 business days. In most cases, you won't need to return the product - we'll process your refund or send a replacement directly.

We're so sorry if that happens! Please contact us within 7 days of delivery with photos of the damage. We'll either send a replacement or issue a full refund - your choice. You don't need to return the damaged item to us.

If your tracking hasn't updated for 15+ days, contact us and we'll investigate. If after 30 days your package is confirmed lost (no tracking updates), you're eligible for a full refund or free reshipment. Claims must be made within 180 days of dispatch.

We accept all major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are securely processed through Shopify's encrypted payment system.

Absolutely. We use industry-standard SSL encryption and never store your full credit card details. All payments are processed through Shopify's secure, PCI-compliant payment gateway. Your financial information is always protected.