Frequently Asked Questions
Frequently Asked Questions
We're here to help! Find answers to the most common questions about shopping with Luma Vitalis.
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ORDERING & PAYMENT
Q: How do I place an order?
A: Simply browse our collections, add items to your cart, and proceed to checkout. We accept all major credit cards, PayPal, Apple Pay, and Google Pay.
Q: Is my payment information secure?
A: Absolutely. We use Shopify's secure payment processing with industry-standard encryption to protect your information.
Q: Can I modify or cancel my order?
A: Please contact us at support@lumavitalis.shop as soon as possible. If your order hasn't been processed yet, we'll do our best to accommodate changes or cancellations.
Q: Do you offer gift cards?
A: Not at this time, but we're working on it! Stay tuned.
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SHIPPING & DELIVERY
Q: How long does shipping take?
A: Delivery times vary by product and location. Most Australian orders arrive within 7-14 business days. International orders typically take 10-21 business days. You'll receive tracking information once your order ships.
Q: Do you ship internationally?
A: Yes! We ship to many countries worldwide. Shipping costs and delivery times vary by destination.
Q: How much does shipping cost?
A: Shipping costs depend on your location and the products you order. Some items qualify for free shipping! You'll see the exact shipping cost at checkout before completing your purchase.
Q: How can I track my order?
A: Once your order ships, you'll receive a tracking number via email. Use this to monitor your delivery progress.
Q: What if my order doesn't arrive?
A: Contact us at support@lumavitalis.shop and we'll investigate immediately. We're committed to ensuring you receive your order.
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RETURNS & REFUNDS
Q: What is your return policy?
A: We want you to love your purchase! If you're not completely satisfied, please contact us within 30 days of receiving your order. Items must be unused and in original packaging.
Q: How do I return an item?
A: Email support@lumavitalis.shop with your order number and reason for return. We'll provide instructions and a return address.
Q: When will I receive my refund?
A: Refunds are processed within 5-7 business days after we receive your returned item. The refund will be credited to your original payment method.
Q: Who pays for return shipping?
A: Return shipping costs depend on the reason for the return. If there's a defect or error on our part, we'll cover the cost. For change-of-mind returns, customers are responsible for return shipping.
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PRODUCTS
Q: Are your products authentic?
A: Yes! We partner directly with trusted wellness brands and authorized suppliers to ensure every product is 100% authentic.
Q: How do I know which product is right for me?
A: Check the product descriptions for detailed information about ingredients, benefits, and usage. If you need personalized recommendations, email us at support@lumavitalis.shop.
Q: Do you test on animals?
A: We prioritize cruelty-free products whenever possible. Check individual product descriptions for specific certifications.
Q: Are your products suitable for sensitive skin?
A: Many of our skincare products are formulated for sensitive skin, but we recommend checking ingredient lists and consulting with a dermatologist if you have specific concerns.
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CUSTOMER SUPPORT
Q: How can I contact you?
A: Email us at support@lumavitalis.shop. We typically respond within 24-48 hours.
Q: Do you have a physical store?
A: We're an online-only store, which allows us to offer premium products at competitive prices.
Q: Can I subscribe to your newsletter?
A: Yes! Sign up at the bottom of our homepage to receive wellness tips, new product announcements, and exclusive offers.
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Still have questions? We're here to help! Contact us at support@lumavitalis.shop and we'll get back to you as soon as possible.