Frequently Asked Questions

ORDERS & SHIPPING

Where do you ship to? LUMIYÉ ships worldwide. No matter where you are — we deliver your ritual to your door.

Please note that orders are shipped from Korea. International customers may be subject to customs duties, import taxes, or additional charges upon delivery. These charges are the responsibility of the customer. We recommend checking your local customs regulations before ordering.

How long does delivery take? All orders are dispatched within 1–2 business days of payment confirmation.

Estimated delivery times from dispatch:

• Express shipping (FedEx): 3–5 business days worldwide
• Standard shipping: 2–3 weeks worldwide

Delivery times are estimates only and may vary depending on your location, local customs processing, and carrier conditions. We recommend Express shipping if you need your order by a specific date.

How do I track my order? Once your order is dispatched you will receive a confirmation email with your tracking number and a direct link to track your shipment in real time.

If your tracking has not updated for more than 5 business days please contact us at hello@lumiyeskin.com with your order number and we will investigate immediately.

Are there customs duties or import taxes? LUMIYÉ ships from Korea. Depending on your country your order may be subject to customs duties, import taxes, or local VAT upon arrival. These charges are determined by your local customs authority and are the responsibility of the customer. LUMIYÉ is not responsible for any additional charges incurred during customs clearance.

Can I change or cancel my order? Please contact us at hello@lumiyeskin.com within 2 hours of placing your order. We will do our best to accommodate your request however we cannot guarantee changes once an order has been dispatched.

DEVICE SAFETY

Are your devices safe to use at home? Yes — all LUMIYÉ devices are designed for safe home use and meet international safety standards. Every device includes a full instruction guide. We always recommend reading the guide thoroughly before your first use and starting on the lowest intensity setting.

Are your devices EMF safe? 

All LUMIYÉ devices are sourced exclusively from certified Korean and Japanese manufacturers who meet international electromagnetic safety standards.

Home beauty devices that use LED, EMS, microcurrent, and RF technology operate at low frequencies. According to the World Health Organization (WHO) and the International Commission on Non-Ionising Radiation Protection (ICNIRP), research has not proven any detrimental health effects from low-level, low-frequency EMF exposure at the levels produced by home beauty devices.

To put this in perspective — a home beauty device produces less EMF exposure than an hour-long phone call.

At LUMIYÉ we only carry devices from brands with documented safety certifications including KC certification from Korea's safety authority. We never carry generic, unbranded, or uncertified devices.

If you have specific health concerns regarding EMF — particularly if you have a pacemaker or implanted medical device — please consult your doctor before using any home beauty device.

Who should NOT use beauty devices? For your safety please do not use our devices if any of the following apply to you:

• You are pregnant or may be pregnant
• You have a pacemaker or any implanted electronic medical device
• You have been diagnosed with epilepsy or seizure disorders
• You have active skin conditions including open wounds, eczema flare-ups, or severe acne in the treatment area
• You have had facial surgery, implants, or injections in the treatment area within the past 2–4 weeks
• You have a heart condition, diabetes, or high blood pressure — please consult your doctor first
• You are undergoing chemotherapy or radiation treatment
• You are under 18 years of age

If you are unsure whether a device is suitable for your health condition please consult your doctor or dermatologist before use.

Are the devices suitable for sensitive skin? Yes — all devices can be used on sensitive skin when used correctly. Always begin on the lowest intensity setting and build gradually. If you experience any redness, irritation, or discomfort discontinue use immediately. Contact us at hello@lumiyeskin.com for guidance on the right settings for your skin type.

Can I use devices if I have fillers or Botox? We recommend waiting a minimum of 2 weeks after any injectable treatment before using any home beauty device in the treated area. For RF and heat-based devices we recommend waiting 4 weeks and consulting your injector first. Heat-based devices can affect filler placement if used too soon after treatment.

Is it normal for my skin to feel warm during treatment? A mild warming sensation is completely normal for RF and EMS devices — this indicates the technology is working. However if you experience pain, burning, or intense heat stop immediately and allow your skin to cool. Never use a device on the same area for longer than the time recommended in your product guide.

Can I use devices with retinol or active skincare ingredients? If you are using prescription retinoids, AHA/BHA exfoliants, or any photosensitising medication we recommend waiting 24–48 hours after applying actives before using RF or EMS devices. Always apply SPF the following morning as skin may be more sensitive after device use. If in doubt consult your dermatologist.

Can I use the devices around my eyes? Most facial devices should not be used directly on the eyelids or immediately around the eye area unless the product guide specifically states it is safe to do so. Always keep devices at least 1cm from the eye area unless otherwise specified in your product instructions.

DEVICE USAGE

How often should I use my device? Usage frequency varies by device type. As a general guide:

• LED therapy devices: 3–5 times per week, 15–20 minutes per session
• RF devices: 2–3 times per week, 10–15 minutes per session
• EMS and microcurrent devices: 5 minutes daily or as directed
• HIFU devices: Once per week or as directed in your product guide
• Facial massage and roller devices: Daily use is safe and encouraged
• Ultrasonic cleansing devices: Daily or every other day, 3–5 minutes

Always refer to the specific product guide included with your device for exact recommended frequencies and session lengths.

When will I see results? Results vary by skin type, age, and consistency of use. As a general guide:

• Improved glow and hydration — after first use for many devices
• Reduced puffiness and improved skin tone — Week 1–2
• Visible lifting, firming, and definition — Week 3–4
• Significant transformation — 60–90 days of consistent daily use

Consistency is everything. Devices used as part of a daily ritual deliver compounding results that continue to improve over time.

In what order should I use my devices? As a general rule:

1. Cleanse thoroughly — always start on clean skin
2. Apply toner while skin is still damp
3. Use your device on clean skin before applying serums
4. Apply serum immediately after device use — skin is in peak absorption mode
5. Use any massage device to press serum deeper into skin
6. Seal with moisturiser
7. Apply SPF in the morning — always last

Can I use multiple devices in the same routine? Yes — and using complementary devices together is how the best results are achieved. Each device targets a different layer of skin and a different concern. For full ritual sequences and guidance on combining devices follow us on Instagram @lumiye.skin.

How do I clean and care for my device? After each use wipe the treatment head gently with a soft damp cloth. Do not submerge devices in water unless the product is rated fully waterproof. Never use alcohol, harsh chemicals, or abrasive cloths on the treatment head as this can damage the surface. Store your device in the pouch or box provided. Charge fully before first use and avoid leaving on charge overnight repeatedly to protect battery longevity.

Are the devices waterproof? Waterproofing varies by device. Most devices are splash-resistant but not fully submersible. Please refer to the individual product description for the specific waterproofing rating of your device. We do not recommend using any device in the shower or bath unless the product specifications explicitly confirm full waterproofing.

RETURNS & REFUNDS

What is your return policy? We accept returns on unopened, unused items in their original packaging within 30 days of delivery. To initiate a return please contact us at hello@lumiyeskin.com with your order number and we will guide you through the process.

My device arrived faulty — what do I do? If your device arrives damaged or develops a fault within 60 days of delivery please contact us at hello@lumiyeskin.com with your order number and clear photos of the issue. We will arrange a replacement promptly — no questions asked.

Can I return a device I have already used? For hygiene reasons we are unable to accept returns on opened or used devices unless the item is faulty. Our team is always available to help you choose the right device before you purchase — please reach out at hello@lumiyeskin.com with any questions before ordering.

How long do refunds take? Once your return is received and inspected refunds are processed within 5–7 business days back to your original payment method.

PAYMENTS & SECURITY

What payment methods do you accept? We accept the following payment methods at checkout:

• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay
• PayPal
• Afterpay — pay in 4 interest-free instalments
• Zip — buy now, pay later

All transactions are processed securely. No card required to browse.

Is my payment information secure? Yes — completely. All card payments are processed through Shopify's PCI DSS compliant payment system — the highest security standard for online payments. Your card details are never stored on our servers and all data is encrypted via SSL at all times. LUMIYÉ does not have access to your full card details at any point during or after your purchase.

How does Afterpay work? Afterpay allows you to split your order into 4 equal interest-free payments, charged automatically every 2 weeks. You receive your order immediately. Select Afterpay at checkout and follow the prompts to set up or log into your Afterpay account. Available on eligible orders — see Afterpay's terms for full details.

How does Zip work? Zip allows you to buy now and pay later across a flexible repayment schedule. Select Zip at checkout and follow the prompts. Available to approved applicants — see Zip's terms for full details.

Can I use a discount code? Yes. Enter your discount code in the discount code field at checkout before completing your order. Only one discount code can be applied per order.

Do I need to create an account to purchase? No — you can check out as a guest. However creating an account allows you to track your orders, save your details for faster future checkout, and access your full order history.

CONTACT

How do I contact LUMIYÉ? Email us at hello@lumiyeskin.com — we respond within 1–2 business days, Monday to Friday.

Please include your order number in all order-related enquiries so we can assist you as quickly as possible.