Returns & Exchanges
At Lumiskin we strive to offer our customers the best possible advice and customer service. If something that you have purchased isn’t right or if you change your mind, we are happy to offer a credit, exchange, or refund on an item you’ve purchased from us in line with our returns policy.
Change of Mind:
If you’ve had a change of heart about an item you have ordered, we’ll need to receive it back to us unopened and unused, in the original packaging. We can refund the purchase price or exchange products subject to the following conditions:
- Returned within 14 days of purchase with your proof of purchase
- Item must be in original condition (including packaging) and not used
If you request a refund, the original purchase price less the shipping will be refunded to you using the original payment method, once we have received the returned item back and confirmed that it meets conditions above.
- If the item you have received is faulty, please contact us with a detailed description of the product fault, and a photo if possible
- If the problem is not major or can be easily fixed, we will repair the item within a reasonable time or replace it.
Incorrect Item/Damaged on Arrival:
If you have received an item that isn’t what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery.
The Return Process
What is the next step?
2. We’ll get back to you
One of our Customer Service team members will contact you via email with instructions on how to create your return shipping label to get your item back to us.
3. Pack & Send
- Pack up your item carefully, so it reaches us safely . You can re-use your original packaging, or a similar sized box if you no longer have it.
- Following the instructions emailed to you, print your return shipping label, and tape it to the front of the box.
- Drop the parcel off at either an Australia Post Outlet, in a free standing post office box, or in your parcel locker.
4. What happens next?
Returns from metro areas usually arrive to us within 7 business days, and can be longer from regional or remote areas. We will process your exchange, refund or store credit within 2 business days of your return arriving back to us.
We’ll be in touch as soon as your return is complete.