Frequently Asked Questions

Your account will show any previous orders you've placed. Click on the order you want to view to find out more. If the order has been sent tracked then you'll be able to click through to track it from your account. The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

Once you've placed your order we cannot make any changes to it. If you want to try and cancel so that a new order can be placed, then you'll need to log-in to your account. Select the relevant order and you'll see that you can choose to cancel individual items or the whole order. We'll send you an email within an hour to let you know if the cancellation worked. Please don't place a new order until you hear from us.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order. It is therefore possible that the missing item may be on a separate shipment. Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you'll need to allow longer for it to be delivered. If the item has been sent, then please send a message through via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.

We partner with the following shipping companies: DPD, CTT and GLS

When it comes to purchasing anything online, the security question towers above everything else. Our store’s overall cyber security and particularly the billing process security is something we do not take lightly. All of your shopping here will be a fun and safe experience. If you have any difficulties in the checkout process, you can always address our customer support department with your billing questions.

Customer may request for the return or exchange of the Product within Seven (7) days from the date of purchase. It shall be strictly NO REFUND or EXCHANGE in any of the following circumstances: The product was damaged due to customer The packaging of the Product is damaged and not able to resell The product content has been significantly reduced by 20% due to customer’s consumption Return will require all free items / complimentary items to be eligible for a FULL REFUND. Otherwise, price of the missing item will be deducted from amount refundable. Items sold under clearance (short expiry items) sale are NOT EXCHANGEABLE / REFUNDABLE. Refunds will only be processed once we have received and checked the returned item(s) Refund & Exchange will not be entertained if the purchase was being refunded or exchanged before. Please allow the refund to be processed in Ten (10) days upon receiving all return items and complimentary items. The refund amount will only be credited to the customer’s account but not other 3rd parties.

Received the wrong product/my item received is defective. We will make things right! Please send us a clear photo to contact@luminner-store.com for us to process the necessary action.