Frequently Asked Questions

Buying from Lumiville

Is there a subscription or any recurring charge?

No. Every order is a single one off purchase. There is no subscription, no auto ship, and nothing that renews. You will never be charged again unless you place another order yourself.

Is there a real person behind this?

Yes. Email support@lumiville.store and you will get a reply, usually within one business day. Our registered contact details, including a phone number, are on our contact page. We read every email, including the critical ones.

What is your refund policy, honestly?

You have 30 days from receiving your order to ask for a full refund. You do not need to send anything back, and you keep the product. Email support@lumiville.store with your order number. There are no photo requirements, no minimum usage period, and no conditions to satisfy.

Where do you ship from, and how long does it really take?

Orders are processed in 1 to 3 business days. Most then arrive within 5 to 10 days. A small number take longer, usually where a parcel is held for customs inspection, and those can reach around 15 days. Every order is tracked with a working tracking number. If your tracking has not updated after 5 days, or your order passes 15 days, email us and we will chase the carrier.

Is shipping free?

Yes, on every order, with no minimum spend.

Using the GlowPro

How long is one session?

Ten minutes. The mask switches itself off when the session ends, so there is nothing to time.

What does it actually feel like?

You put the mask on and sit still. There is no heat, no sting, and nothing to recover from afterwards. Some people read. Most just sit.

How often should I use it?

Once a day is the routine most people follow. Consistency matters more than long sessions.

When would I notice a difference?

Most people who use it daily start looking for changes around week four. Individual results vary.

What wavelength does it use?

The red light mode is centred around 650nm, one of the most studied wavelengths in LED skincare research. There is more detail on our Science page.

Is it safe to use around the eyes?

The mask is designed to be worn on the face. Keep your eyes closed during a session, and if you have an eye condition or are unsure, speak to your doctor before starting.

The Aqua Elixir

When should I apply it?

After your light session, while the skin is still warm.

Can I use it on its own?

Yes. The Aqua Elixir is a hydrating essence and works as part of a normal routine, with or without the mask.

Orders and payment

Is anything charged before I complete my order?

No. Nothing is charged until you finish checkout.

How do I reach a person?

Email support@lumiville.store. We usually reply within one business day.