Returns & Exchanges

Try the ritual, risk-free.

Skincare is personal — and we know it. That's why every Lumière purchase is backed by a 30-day return policy, a 30-day Skin-Try Guarantee, and a real human on the other end of every conversation.

Standard Returns

30-Day Return Window

Unopened sets can be returned for a full refund within 30 days of delivery — no questions asked, no restocking fees, no fine print.

Free U.S. Returns
The Skin-Try Guarantee

30-Day Try-It Promise

Even if you've opened the sheet, you can return it within 30 days for a full refund. Because the only way to know if a ritual fits is to actually try it.

No Restock Fee
How It Works

Returns in four simple steps.

The whole process takes about three minutes — and our care team is on standby if you'd rather walk through it together.

1

Start a Return

Log into your account or use our self-service returns portal with your order number and email.

2

Print the Label

You'll receive a prepaid return label by email within 24 hrs. U.S. returns are always free.

3

Drop & Send

Pop your return in any USPS or UPS dropbox. We'll send a confirmation when it arrives at our studio.

4

Refund Issued

Refunds are processed within 3 business days of receipt and back on your card in 5–10 days.

Start a Return
Eligibility

What can & can't be returned.

Clear, fair, and exactly what you'd want a luxury brand to do.

Eligible for Return

  • Unopened capsule sheets within 30 days of delivery
  • Opened sheets within 30 days under the Skin-Try Guarantee
  • Damaged or defective items at any time (we'll cover return shipping & replace immediately)
  • Items shipped in error
  • Gifts (refund issued as store credit to the gift recipient)

Not Eligible

  • Items returned more than 30 days after delivery
  • Heavily used sheets (more than 50% of capsules used) returned outside the Skin-Try window
  • Items marked "Final Sale" at checkout
  • Gift cards & digital products
  • Items damaged through misuse or storage outside recommended conditions
Refund Timeline

Exactly when your money comes back.

From the moment your return arrives at our Gaithersburg studio.

Day 0
Return arrives at our studio
Day 1–3
Item inspected & refund triggered
Day 3
Refund confirmation email sent
Day 5–10
Funds back on your original card

Refund timing on your card depends on your bank or card issuer.

⇄Exchanges
Want to Swap Instead?

Exchanges are even easier.

Exchanging for a different set, refill, or Travel Size Box? We'll waive return shipping both ways — and we'll dispatch your new item the moment your exchange request is approved.

  • Free return shipping & free outbound shipping
  • New item dispatched within 24 hours of request approval
  • Price difference refunded or charged transparently
  • One exchange per order, no questions asked
Start an Exchange →
Returns FAQ

Everything else you might be wondering.

How do I start a return?
Log into your Lumière account or visit our self-service returns portal at your account portal. Enter your order number and email — you'll get a prepaid return label by email within 24 hrs.
Do I have to pay for return shipping?
Not for U.S. orders — return shipping is on us, always. International returns are paid by the customer unless the item arrived damaged or was sent in error.
Can I return an opened sheet?
Yes — under our 30-day Skin-Try Guarantee, you can return an opened sheet within 30 days of delivery for a full refund. Even if you've used a few capsules.
How long does a refund take?
Refunds are processed within 3 business days of your return arriving at our studio. From there, your bank or card issuer typically takes another 5–10 business days to post the funds.
What if my product arrived damaged?
Email care@lumiereskincarecaps.com within 7 days of delivery with a photo of the damage. We'll send a replacement immediately at no cost — no need to return the damaged item.
Can I exchange instead of refunding?
Yes — and exchanges are even easier. We waive shipping in both directions and dispatch your new item within 24 hours of approval. Just choose "Exchange" instead of "Refund" in the returns portal.
I received the wrong item — what do I do?
We're sorry for the mixup. Email us with your order number and a photo of what you received. We'll send the correct item by overnight shipping at no cost, plus a prepaid label to return the wrong one.
Can I return a gift?
Yes. The original purchaser won't be notified — refunds for gifts are issued as store credit to the gift recipient. Just enter the order number and the recipient's email in the returns portal.
What about international returns?
International orders can be returned within 30 days, but return shipping is paid by the customer (unless the item arrived damaged or was sent in error). Customs duties paid at checkout are non-refundable.
How does the Skin-Try Guarantee work, exactly?
Open the sheet, try the ritual for up to 30 days, and if it isn't right for you — for any reason — send what's left back for a full refund. We mean it: no restocking fees, no usage limits, no awkward forms.
Ready When You Are

Need to start a return?

Begin in our self-service portal — or chat with our care team if you'd rather we walked you through it.

Start a Return Contact Care