FAQs

Shipping & Processing Time

We deliver to the following countries for a flat shipping fee.

  • Australia, Brunei, Cambodia, Hong Kong, Indonesia, Laos, Macau, Myanmar, Philippines, Singapore, Taiwan, Thailand, Vietnam.

All orders are processed for delivery in 3 to 5 working days, and may take up to 2 weeks to reach you depending on your location. You will receive an email notification with your tracking number once your order is out for delivery.

Please bear with us and our shipping partners should there be a shipment delay relating to COVID-19 and government orders. Processing times may also be extended during holidays, launches/re-stocks, limited edition releases and promotions.

Do you ship to other countries besides those listed above?

Currently we are only able to ship to a few selected countries. We are working hard to extend shipping to more countries soon!

All orders for shipping within Malaysia can be placed on our Malaysia site.

How can I track my order?

You can track your order here by keying in your order details (Email Address & Order Number). Once your order is sent out you will be emailed a tracking link to keep tabs of your parcel.

Is customs, duties and/or taxes included in the shipping fee?

Please note that customs, duties and/or taxes are not included in our list price & shipping fee. All international orders are shipped with delivery duties unpaid (DDU), and any fees charged once it reaches its destination must be paid by the recipient.

Pre-orders

Pre-orders are early access to our products before they are launched. Once your orders are placed, please allow 3 weeks for orders to reach you.

Payments

We accept the following payments:-

  1. All major credit card payments (via PayPal)
  2. PayPal

Refunds & Returns

Due to hygiene reasons, we are unable to process returns and refunds after purchase.

In the case where you’ve received an incorrect order or faulty item, do drop us a mail at gleam@mylumibeauty.com and we will be in contact with you very soon!

Can I cancel or change my order?

All orders are final once they are submitted, if you have any questions do drop us a mail at gleam@mylumibeauty.com and we will be in contact with you very soon!


How can I join the LUMI Gleaming Christmas giveaway?

Purchase any of our Gleaming Christmas Bundles All I Want For Christmas & Double Merry Christmas and you’ll automatically be a part of the giveaway.


What are the products eligible for this giveaway?

You will automatically enter into the Gleaming Christmas Giveaway with purchase of the two Christmas Bundles.


How many winners will be selected and how will they be contacted?

A total of 3 lucky Gleam Getters will be selected on 23rd December 2022 at 9.30 p.m. (GMT +8) via Instagram Livestream and they will be contacted via Instagram Direct Message after the announcement.


What are the prizes of the giveaway?

The prizes are worth up to $11,788

1st Prize Winner (worth $6,288)

Hermes Picotin
Wustler
Across Creation

2nd Prize Winner (worth $4,588)

Four Seasons Hotel Kyoto (2 nights stay)
LUMI X WTP Merch (Polo, Sweater, Shorts, Tote)

3rd Prize Winner (worth $888)

Wanderlust & Co
LUMI Products (One Year)
LUMI X WTP Merch (White & Yellow Tee, Socks)


How to increase my chances of winning?

It’s simple! You’ll just need to shop more of our Christmas bundles to get more entries and up your chances of winning! Remember, every bundle earns you 1 entry.


How long will the giveaway be?

It’ll begin on 25th November 2022 at 10.00 a.m. (GMT +8) and end by 21st December 2022 at 11.59 p.m. (GMT+8).


Do I get to earn any Gleam Points when I shop LUMI’s Christmas bundles?

Yes, of course! You’ll be getting the usual, $1 = 1 Gleam Point.


Can the second prize winner pick the dates for the 2-night Kyoto stay?

Yes, you’ll get to pick the dates, but the dates for the 2-night stay are subject to availability, within the year of 2023. Booking confirmation has to be done by the end of March 2023.


Can I use promo codes/gleam points when purchasing the Christmas Bundles?

Nope, you cannot use any promo codes for the Christmas bundles. The Christmas bundles checkout value has to be $118 in order for you to be eligible to join the giveaway.


Can I change the sizes selected for the LUMI X WTP Merch & Wustler?

Unfortunately, all sizes are fixed. LUMI X WTP - M size, Wustler - S size. These items cannot be exchanged or returned.


I’m not from Malaysia, can I still join the giveaway?

Yes, sure thing! Our international Gleam Getters are also welcomed to join and shop from our international website here (link : mylumibeauty.com). These countries include: Australia, Brunei, Cambodia, Hong Kong, Indonesia, Laos, Macau, Myanmar, Philippines, Singapore, Taiwan, Thailand, and Vietnam


Can I join the giveaway by shopping single items totaled at $118 and above?

Unfortunately, you can’t. In order to join the giveaway, you need to purchase our exclusive Christmas bundles. Get yours here.


How do I know if I’m in the running for the giveaway?

You will receive an email which informs you that you’re successfully in the running.

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