FAQ's

Any questions? Check this out. If you can't find help, feel free to email us at contact@lumeaoff.com

Frequently asked questions

Products

How does it work?

Optimized energy output and two clinically proven wavelengths of light (red 633nm and near-infrared 830nm) work on a cellular level to stimulate new collagen, reduce fine lines and wrinkles, and reduce sun damage and the visible signs of aging.

What is the recommended treatment regimen for Contour?

We recommend using the Contour devices 3-5 times per week for 4-6 weeks. After the initial 6 weeks, you should continue routine maintenance treatments as desired based on lifestyle and skincare needs, as everyone skin is different. Consistency is key, so find what works best for you!

Can I use my Contour device every day?

We recommend only using the devices 3-5x a week, as we have not studied the effect of using the device every day. Although there is little risk, we do not recommend using the device in any way that is not exactly as specified in these instructions for use.

Does LED light therapy really work?

Yes. Lumea’s technology has been clinically proven to produce medical grade results for nearly 20 years. Lumea devices have been specifically profiled in over 40 independent peer-reviewed published clinical studies of these studies, with applications ranging from skin rejuvenation, acne, pigmentation, and other common skin conditions.

Frequently asked questions

Shipping & Orders

Shipping

Order Processing

Orders are typically processed and shipped within 1-3 business days.

You will receive an order confirmation when your order has been placed. Please verify:

order details, customer information, shipping address

If there is an issue, please contact our customer support at contact@lumeaoff.com.

Shipping

You will also receive a shipping confirmation and tracking number when your package is in transit.

Notifications for order and shipping/tracking will be sent to the email address provided at purchase, or to your contact phone number. Please double check junk and spam mail folders, in case your confirmation has been received there. Also allow us up to 3 business days before contacting us in case you did not receive your tracking number yet.

Our customer support can assist with tracking numbers and package deliveries. Please always provide your order number when sending inquiries to contact@lumeaoff.com

Estimated Delivery Times

USA: Delivered within 5-8 business days
Canada: Delivered within 8-10 business days
United Kingdom: Delivered within 4-6 business days
Australia: Delivered within 5-8 business days
Europe: Delivered within 5-8 business days
Middle East: Delivered within 7-10 business days
Rest of World: Delivered within 5-10 business days

Where do you ship from?

We have inventory ready to be shipped in warehouses all across the globe: United States, Portugal & China.

I haven't received my order confirmation?

First of all, please check that our emails are not in your spam/junk folder. If you think you've entered the wrong address, please email us at contact@lumeaoff.com

When will my refund be processed?

We aim to process your refund within 14 working days after receiving your return at our warehouse.

Once your refund is issued, you’ll receive an email notification. Please note, it may take up to 5 additional working days for the funds to appear in your account, depending on your bank’s processing time.

If you haven’t received the refund after 5 working days, we recommend contacting your bank directly.

Is my payment secure and what are the payment options?

We use secure, third-party payment gateways to process your payments. We do not retain your credit card information during or after the transaction.

If you choose to save your card information, your credit card details will be tokenized, encrypted, and stored securely by the third-party gateway, and will be submitted directly to your bank for authorisation.

We accept payments by Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, Union Pay, Shop Pay & Klarna.

How to change or cancel?

If you want to change or cancel your order, please get in touch with us as soon as you can after ordering. We can typically process changes and cancellations within 6 hours of you placing your order, if your package isn't in transit yet.

For details, please email us at contact@lumeaoff.com

How to track my order?

Once your order is shipped, you will receive a confirmation email that contains your tracking number. You can track your order here!