FAQs

How can I contact LUMÉRA™?

For any questions, concerns, or assistance, please contact us at info@lumeratherapy.com. Our customer service team is available and ready to help.

Do you offer international shipping?

Yes, we ship worldwide.

Where are orders shipped from?

All orders are processed and shipped from our international distribution center located in Hong Kong.

Can I modify or cancel my order?

We begin processing orders shortly after they are placed to ensure timely delivery. To request a change or cancellation, please email us within 12 hours of placing your order. Requests made after this period may not be accommodated. However, once your order is received, it can be returned in accordance with our return policy.

What payment methods do you accept?

We accept all major credit and debit cards, including Visa, Mastercard, American Express, and PayPal.

When will my order be processed?

Orders are processed Monday through Friday (excluding holidays). Please allow 1–3 business days for order processing. Orders are typically shipped the following business day after processing. We do not ship on weekends.

How long does delivery take?

Due to high demand and international logistics, orders may take between 2–4 weeks for delivery, depending on your location.

What if I don’t receive my order?

If your order has not arrived within 30 days of the shipping date, you are eligible for a full refund.

Will I be charged customs duties or taxes?

All prices on our site are listed in USD and are tax-free. Depending on your country, you may be subject to additional duties, taxes, or customs fees upon delivery. These charges are determined by your local customs authority and are the responsibility of the customer.

How do I return an item?

To initiate a return, please email info@lumeratherapy.com with your order number and reason for the return. Our team will provide detailed return instructions.

What if the item I receive is damaged, defective, or incorrect?

If you receive an item that is defective, incorrect, or damaged, please email info@lumeratherapy.com within 7 days of delivery. Include your order number, a description of the issue, and clear photographs. We will work to resolve the matter promptly with a replacement or refund.

When will I receive my refund?

Refunds will be issued to the original method of payment. Once the return is received and inspected, your refund will be processed within 7–10 business days. Please allow additional time for your bank or card provider to post the refund to your account.