We really appreciate your feedback! If you'd like to try other products that you've never ordered from us before, please reach out to us to speak to a Lumin team member.
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Please know that it's also possible that your skin has achieved balance and that now your products are keeping it maintained. This doesn't mean that they stopped working, you're just not seeing the same effects since the skin has had time to get used to the ingredients. A reason why your products seem to stop working for your skin is probably that they have acclimated. Please note that when our customers are following our product instructions they should not experience any issues, but we totally understand that skincare products work differently for everyone and that each individual may have a different experience depending on their skin. We're very happy to hear that our products have been working well for you and that you noticed improvements in your skin. Hi Ikram, Thank you for leaving a review. Thank you for your understanding! Best, Team Lumin One of our team members will reach out to you directly via email to assist you further. We appreciate your feedback and we will forward this to our team so we can continue to improve the overall user experience for everyone. Unfortunately, since we did not receive a response from you we close the conversation. Looking further into this we can see that one of our team members reached out to you to provide assistance on the 22nd of October, again on the 24th of October, and once again on the 31st of October.
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We took a look into this we can see that you contacted our customer support team via email on the 22nd of October, 2021 to report that you did not receive your Charcoal Cleanser. Please know that we would never intentionally ignore our customer's emails. While we're happy to hear that you like our products, we're sorry that you had an unpleasant experience and that you're not happy with the assistance our customer support team provided. Hi Brian, Thank you for leaving a review.
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We await your response and look forward to assisting you further. We will reach out via Trustpilot to request additional information that can help us identify your Lumin account. We want to provide you with the necessary assistance with our Return Process, but unfortunately, we are unable to locate your Lumin account.
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Our customers are informed that they can cancel their subscription through their Lumin accounts or by contacting our support team anytime within 30 days of their free trial’s order date.
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Our free trial kit promotion is part of a renewing subscription and this information is stated throughout the free trial checkout process along with the terms of the free trial, as well as on our website under the FAQ section. Please know that we would never falsely advertise our free trial offer and charge our customers without providing them with our trial terms previously. We offer a free trial kit promotion wherein our customers would be asked to cover only the shipping fee to their country. We are very sorry that the experience has been unpleasant for you. We look forward to speaking with you and assisting you further! Thank you for your understanding. As we are unable to locate your Lumin account and order, we will reach out via Trustpilot to request additional information that can help us identify your Lumin account. We want to make sure we can look into your concern and assist you accordingly with our Return Process.
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However, we would absolutely help our customers with the return process of unopened and unused full-sized orders in accordance with our Return Policy. If an order was created because the subscription was not canceled prior to the renewal date, we are unfortunately unable to cancel an order once it has been processed nor issue a refund as our warehouse teams work as quickly as possible to get orders processed and handed over to our shipping partners. The only time a subscription order is created is if the subscription was not canceled before the renewal date. We’re sorry to hear you had a negative experience with our subscription cancelation process! Please know that we would never charge our customers intentionally if they already have canceled their subscription with us a few days prior to the scheduled subscription order.