All sales are final.
Customer is responsible for all shipping costs for exchanges if wrong item was ordered. If error was on our part, we will pay shipping costs.
To be eligible for any exchange, whether error was due to our part or the buyer's part, item must be UNOPENED and shipped back to us within 7 days of customer receiving wrong item. Confirmation of package delivery date is verified through USPS tracking.
Opened items and those past 7 days will not be eligible for an exchange.
Lost, Damaged, Stolen, or Return to Sender
If your package is lost or damaged, please contact us so we can open an investigation and file a claim with USPS. The USPS policy for lost packages states that we must wait a 15 day period before filing the investigation because most times a package is delayed within the postal system, but not lost. If a package arrives damaged, we can file immediately. If the claim is granted, we will issue you a refund up to $50. This is the maximum insurance amount USPS grants for Priority shipping.
Packages that are stolen (marked as delivered through tracking but have not been received by the customer) may or may not be eligible for a claim. This will be at the sole discretion of USPS. If your package is stolen, please contact us immediately so that we can open an investigation and file a claim with USPS. Please note that we have no control over the claim being granted and we cannot take any responsibility for stolen packages as once a package leaves our facility, it is out of our control. If the claim is granted, we will issue you a refund up to $50. This is the maximum insurance amount USPS grants for Priority shipping.
USPS limits the claim period to 60 days from the time of shipping. If you contact us after this period expires, we cannot issue any refunds for lost or damaged packages because a claim can no longer be filed. However we will always issue a refund for packages returned to our office (minus the shipping costs), even if this 60 day period expires. Domestic returns can take several weeks to be sent back to sender.
Packages that are marked "return to sender" or un-deliverable will be re-shipped at the customer's expense. Luminosity Acne Skincare cannot take any responsibility for these situations because once a package leaves our facility, it is out of our control how USPS handles it's shipment. Additionally, free shipping for eligible packages is applied to the original shipment only. If a package is returned to us or is un-deliverable for any reason, customer will be responsible for the cost to have it re-shipped.
Customs Fees, Shipping Time Frames, Lost, Damaged or Stolen Packages
Please read the following very carefully as all international orders will be binded to this policy & procedure. Please note that the majority of international orders are delivered without any issue, however a small percentage of orders can have issues while in transit. The majority of transit issues happen once a package reaches its destination country.
Customs Fees, Taxes, & Duties
International packages can be subject to customs inspections. All applicable customs fees, taxes and duties are the sole responsibility of the customer. Luminosity Acne Skincare will not reimburse you for these fees. Customs authorities require that we state the value of your order directly on your package – the value is the retail cost. Luminosity Acne Skincare cannot mark any package(s) as a “Gift” in order to avoid customs and duties fees. It is a federal violation to falsely mark commercial packages as gifts or to claim a lower value of goods therefor we cannot accommodate these types of requests. For more information on customs and duties charges, please contact your local customs office.
Shipping Time Frames
Shipping time frames are estimates. We always ship out your order within a timely manner (typically 1-2 business days), however once a package leaves our facility it is no longer within our control therefore we cannot guarantee that a package will arrive within an estimated time frame. The majority of packages arrive within the expected time frame, however occasionally a package can be delayed. Most delays happen once the package reaches its destination country and is within that country's postal service (this is verified through tracking).
Lost, Damaged, or Stolen Packages
Most international orders have 2 shipping options: Priority Mail International or First Class Mail International. These options are very different from each other so please choose wisely.
>> Priority Mail International are eligible for insurance claims valued up to $200 only. Package must be lost or damaged to be eligible. Claims cannot be made for packages which are delayed, marked as delivered, or sent back to us for any reason including but not limited to: unpaid customs fees, undeliverable address, delivery attempt failures, etc. Packages that are stolen (marked as delivered through tracking but have not been received by the customer) may or may not be eligible for a claim. This will be at the sole discretion of USPS. Please note that we have no control over the claim being granted and we cannot take any responsibility for stolen packages as once a package leaves our facility, it is out of our control.
If your package is lost, damaged, or stolen, please contact us IMMEDIATELY so we can file a claim with USPS. USPS limits the claim period to 60 days from the time of shipping. If you contact us after this period expires, we cannot issue any remedies because a claim can no longer be filed. However we will always issue a refund for packages returned to our office (minus the shipping costs), even if this 60 day period expires. International returns can take as long as 3+ months to be returned back to sender.
Once we file a claim, an international investigation is opened between USPS and your country’s postal service. This investigation period can take up to 32 working days to be completed for most counties (some may take longer). ***While USPS has 32 working days to investigate, we find that within a few days of opening a case that the majority of packages are located and immediately pushed back on route to their destination so most times you do not have to wait long to get a resolution.
Once the investigation is completed, either your package has been located and will continue its route to be delivered to you or if it has not been located, the insurance claim process to issue reimbursement will begin. Insurance claims can take an additional 30 working days to process and clear.
Refund will be issued to customer once USPS approves the insurance claim or upon proof of package being returned to our office. We cannot issue refund during the active investigation period or during the claim processing period. We must wait to see what the final determination is (please remember there is a 32 working day investigation timeframe plus a 30 working day claim processing time).
Refund through a claim has a $200 limit as imposed by USPS.
>> First Class International orders do not come with shipping insurance or investigations, therefore we cannot recover any funds to refund back to you, nor can we open an investigation to locate your package. Customer assumes all risk for lost, damaged, or stolen packages when placing orders with this shipping option. In the case that a package is returned to our office, we will issue a refund (minus the shipping costs). International returns can take as long as 3+ months to be returned back to sender so until the package is back in our possession or we have return shipping confirmation through tracking, we cannot issue a refund until then. We strongly recommend that you choose Priority Mail for the added protection.
At this time we do not ship to the following countries for various reasons: