Need Help? Contact a Member of Our Team

For the fastest assistance, reach our Customer Support Team via the chat button in the bottom left corner. You can also contact us anytime by email at info@shopluuma.com.

Team Member 1
Team Member 2
Team Member 3

Monday – Friday 08:00 - 16:00 GMT+1

FAQ

Payment

Payment Methods

At Luuma, you can choose from the following secure payment options:

PayPal

Pay quickly and securely using your PayPal account (including direct debit or credit card).

Once payment is confirmed, your order will be processed immediately.

Klarna (Invoice & SOFORT)

Invoice: Pay after receiving your order. Payment term: 30 days (processed via Klarna).

SOFORT: Direct bank transfer via your online banking — no registration required.

Please note: Klarna availability depends solely on Klarna.

Credit Card

We accept Visa, Mastercard, and American Express.

Your card will be charged immediately after completing your order.

Shipping & Delivery

How long does delivery take?

Delivery consists of two phases:

  • Processing Time: 1–2 business days
    (Order verification, quality check, packaging)

  • Shipping Time:
    United States: approx. 5–7 business days
    Canada: approx. 5–7 business days

Please note: During peak seasons (e.g., Black Friday, Christmas) or due to customs processing, delays may occur.

What are the shipping costs?

  • Free Premium Shipping on orders over $45 (with tracking)
  • Premium Shipping: $4.95(with tracking)

Are there customs fees?

All prices listed on our product pages are in US dollars and include all applicable taxes for orders within the United States.

For international orders (if applicable), customs duties or import taxes may apply depending on your country. These fees are outside of our control.

Can I change or cancel my order?

Yes — changes or cancellations are possible if you contact us within 24 hours of placing your order.

Please email our support team at info@shopluuma.com within 24 hours.

After this time, changes or cancellations are no longer possible as processing begins automatically.

What happens if I enter the wrong address?

  • In many cases, we can help reroute your package — please contact us via email as soon as possible.
  • If an incorrect address results in a returned shipment, a refund will be issued once the item has been received back at our warehouse.

Returns & Refund Policy

Do I have the right to return my order?

Yes. You may request a return within 14 days of receiving your order.

How do I request a return?

  1. Contact us via the contact form or email info@shopluuma.com
  2. You will receive return instructions via email
  3. Send your item to our international returns center

Who covers return shipping costs?

Return shipping costs are the responsibility of the customer unless the item is defective or there was a shipping error.

Return Conditions

  • Items must be unused and in original condition
  • Multi-packs: If the outer seal or packaging has been opened, returns are not accepted (for hygiene and health protection reasons)

When will I receive my refund?

Refunds are processed within 14 days after we receive your returned item. The refund will be issued to your original payment method.

Subscription (SelfCare+)

What are the benefits of SelfCare+?

With SelfCare+, you enjoy exclusive advantages:

  • Never run out — automatic deliveries
  • Subscription discount compared to one-time purchases
  • Free shipping on all subscription orders
  • Flexible management (pause or cancel after minimum term)
  • Consistent self-care routine for better long-term results

How does SelfCare+ work?

Your Luuma essentials are delivered automatically at regular intervals.

Is there a minimum commitment?

Yes. The minimum subscription period is 2 months / 2 deliveries.

How and when can I cancel?

You may cancel:

  • Through your customer account
  • Or by emailing info@shopluuma.com

Cancellation notice: 21 days before the end of the billing month

Cancellation before receiving your first delivery is not possible.

Can I pause my subscription?

Yes. You can pause your subscription via your customer account. Please do so at least 7 days before the next billing cycle.

Are returns possible for subscription orders?

Returns during the minimum subscription term are excluded.

24/7 Customer Support

30-Day Money-Back Guarantee

Free Shipping on Orders Over $45

Secure Payment Methods

24/7 Customer Support

30-Day Money-Back Guarantee

Free Shipping on Orders Over $45

Secure Payment Methods

24/7 Customer Support

30-Day Money-Back Guarantee

Free Shipping on Orders Over $45

Secure Payment Methods

24/7 Customer Support

30-Day Money-Back Guarantee

Free Shipping on Orders Over $45

Secure Payment Methods

24/7 Customer Support

30-Day Money-Back Guarantee

Free Shipping on Orders Over $45

Secure Payment Methods

24/7 Customer Support

30-Day Money-Back Guarantee

Free Shipping on Orders Over $45

Secure Payment Methods

24/7 Customer Support

30-Day Money-Back Guarantee

Free Shipping on Orders Over $45

Secure Payment Methods

24/7 Customer Support

30-Day Money-Back Guarantee

Free Shipping on Orders Over $45

Secure Payment Methods

24/7 Customer Support

30-Day Money-Back Guarantee

Free Shipping on Orders Over $45

Secure Payment Methods

24/7 Customer Support

30-Day Money-Back Guarantee

Free Shipping on Orders Over $45

Secure Payment Methods