FAQ

About LumEssences

What is LumEssences?

LumEssences is an online beauty destination operated by Etrade Essense Limited, based in Hong Kong. We offer a carefully curated collection of premium skincare, beauty, haircare, and cosmetic products sourced from trusted brands around the world.

Our goal is to make high-quality beauty products accessible while helping our customers create simple, effective self-care routines that inspire confidence every day.

What types of products do you sell?

Our collection includes a wide range of beauty products, including:

• Skincare
• Haircare
• Makeup
• Body care
• Beauty accessories
• Wellness-inspired beauty products

We continuously expand our collection to bring you innovative products from trusted international brands.

Are your products authentic?

Yes.

We source our products through reputable manufacturers, authorised distributors, and trusted suppliers to ensure authenticity and quality.

Products & Ingredients

Are your products natural, organic, or vegan?

Some products are marketed as natural, organic, vegan, cruelty-free, or paraben-free.

These claims are provided by the respective manufacturers. LumEssences does not independently verify every marketing claim.

Please refer to the product packaging and ingredient list for the most accurate and up-to-date information.

Why does my product look different from the website photos?

Manufacturers occasionally update:

• packaging;
• ingredients;
• colours;
• fragrance;
• product design; or
• branding.

For this reason, the product you receive may differ slightly from the images displayed on our website while remaining the same genuine product.

What are INCI ingredient names?

INCI (International Nomenclature of Cosmetic Ingredients) is the internationally recognised system used to identify cosmetic ingredients.

Ingredient lists shown on our website and product packaging use INCI names to ensure transparency and consistency.

Product Safety

Are your products safe to use?

Products sold by LumEssences are intended to comply with applicable cosmetic safety requirements for the markets in which they are sold, including relevant European cosmetic legislation where applicable.

Always read the product instructions and ingredient list before use.

Should I perform a patch test?

Yes.

We strongly recommend performing a patch test at least 24–48 hours before using any new skincare or cosmetic product, especially if you have sensitive skin or known allergies.

If irritation develops, discontinue use immediately and consult a qualified healthcare professional if necessary.

I have sensitive skin. Which products should I choose?

Everyone's skin is different.

If you have sensitive or allergy-prone skin, carefully review the ingredient list before purchasing and perform a patch test before regular use.

If you have concerns about a particular ingredient, we recommend consulting your healthcare professional or dermatologist before use.

Can children use your products?

Unless specifically stated otherwise, our cosmetic products are intended for adult use.

Please keep all beauty products out of the reach of children.

How should I store my products?

For best results, store your products:

• in a cool, dry place;
• away from direct sunlight;
• with the lid or cap securely closed after each use.

Proper storage helps maintain product quality and freshness.

Orders & Payments

Which payment methods do you accept?

We accept a range of secure payment methods available during checkout.

All payments are processed through trusted, encrypted payment providers. LumEssences does not store your full payment card details.

Can I change or cancel my order?

Orders may be modified or cancelled only before they have been dispatched.

Once your order has entered the shipping process, we are unable to make changes.

Please contact our Customer Support team as soon as possible if you require assistance.

Shipping & Delivery

Which countries do you deliver to?

We currently ship throughout:

• the United Kingdom;
• European Union member states;
• selected international destinations.

Available shipping options will be displayed during checkout.

How long does delivery take?

Estimated delivery times are:

• Express Shipping: 2–3 business days
• Registered Shipping: 4–5 business days

Delivery times are estimates and may vary due to customs inspections, courier delays, weather conditions, or other circumstances beyond our control.

Will I have to pay customs duties or VAT?

Depending on your delivery country, customs duties, VAT, import taxes, or other government charges may apply.

Any applicable fees are determined by your local customs authorities and are generally the responsibility of the customer unless otherwise stated during checkout.

Can I track my order?

Yes.

Once your order has been dispatched, you'll receive a confirmation email containing your tracking number and shipment details.

Returns & Refunds

Can I return my order?

Yes.

Unused and unopened products in their original sealed packaging may be returned within 14 days of delivery, subject to our Return & Refund Policy.

For hygiene and consumer safety reasons, opened cosmetic products cannot normally be returned unless they are faulty or your statutory consumer rights apply.

How do I request a return?

Simply contact our Customer Support team at:

contact@lumessences.com

Please include:

• your order number;
• the product name;
• the reason for the return;
• photographs if the item is damaged or incorrect.

We'll guide you through the next steps.

How long do refunds take?

Once your returned product has been received and approved, refunds are usually processed within 7–10 business days to your original payment method.

Processing times may vary depending on your bank or payment provider.

Customer Support

How can I contact LumEssences?

Our Customer Support team is always happy to help.

Email: contact@lumessences.com

Company

Etrade Essense Limited

8/F China Hong Kong Tower

8-12 Hennessy Road

Wan Chai, Hong Kong

Website: www.lumessences.com

Important Product Information

• All products are intended for external use only unless otherwise stated.
• Avoid contact with the eyes. If contact occurs, rinse thoroughly with clean water.
• Keep cosmetic products out of the reach of children.
• Always read the product instructions before use.
• Perform a patch test before first use, particularly if you have sensitive skin or allergies.
• Discontinue use immediately if irritation or discomfort occurs and seek medical advice if necessary.
• Store products in a cool, dry place away from direct sunlight.
• Keep containers tightly closed after use to preserve product quality.
• Product packaging, ingredients, fragrance, colour, texture, and appearance may occasionally change due to manufacturer updates.
• Individual results vary depending on skin type, hair type, lifestyle, and personal factors. No specific cosmetic result can be guaranteed.
• Customers should always review the ingredient list before use to identify potential allergens.
• Claims such as "Natural," "Organic," "Cruelty-Free," "Vegan," or similar are based on information supplied by the respective manufacturers.
• LumEssences distributes products manufactured by third-party brands. Product-specific claims, certifications, and warranties remain the responsibility of the respective manufacturer.