Frequently Asked Questions
Treatments
Do I need a consultation before my first treatment?
Yes. At Lumina Skin Lab, safety is our priority. Every new client undergoes a comprehensive clinical assessment to ensure suitability and to create a personalised treatment plan tailored to your skin goals.
Is numbing available for skin booster or needling treatments?
Your comfort is important to us. Topical numbing is available and commonly used for treatments like Rejuran and Microneedling to ensure a more pleasant experience.
How much downtime should I expect after Rejuran?
You may experience temporary 'bumps' (embossing), mild redness, or swelling at the injection sites. These typically subside within 24 to 48 hours. We provide detailed aftercare guidance to help your skin recover smoothly.
How many sessions do I need to see results?
Skin quality improvement is a journey. While some notice a glow after one session, we generally recommend a course of 3 sessions spaced 3–4 weeks apart for cumulative and long-lasting results.
What is your deposit and cancellation policy?
A $30 non-refundable deposit is required to secure your booking, which is redeemable against your treatment on the day. We require at least 48 hours' notice for cancellations or rescheduling.
Online Shop
How do I know which product is right for my skin?
All content on our site is for informational purposes only. We recommend checking the product ingredients carefully to avoid potential allergic reactions. If you have specific concerns, please contact our team for guidance or consult with your physician.
What is your return policy?
We offer a 14-day return period from the date of receipt. Items must be in brand new, original condition, unused, and in their original packaging. Due to hygiene concerns, we cannot accept returns for opened or used items.
How do I initiate a return?
To request a return, please submit a ticket stating your order number and the reason for the return. Once authorized, you must pack and ship the items within 7 days. Please note that return shipping fees are the responsibility of the customer for 'change of mind' returns.
What should I do if my item is defective or incorrect?
If you receive a wrong or defective item, Lumina Skin Lab will be responsible for the shipping charges and will offer a replacement. If the replacement is out of stock, a refund will be issued in the form of a coupon code.
What are your shipping rates and delivery times?
We offer Free Standard Shipping for orders of AUD$48 and over. For orders under $48, a standard shipping fee of $7.99 applies. Standard delivery usually takes 2–4 working days, while Premium Express takes 1–3 working days.
Do you offer insured shipping?
Yes. You can select the insured shipping option at checkout for an additional 4% of the order subtotal. This covers full refunds (excluding the insurance fee) if the parcel is physically damaged or lost during transit.
What if my parcel arrives damaged?
For damaged goods, you must submit a claim with photos of the package and products within 48 hours of the "delivered" status. For potential lost parcels, please contact our customer service team within 14 working days of receiving your tracking number.
Is my personal and payment information secure?
Lumina Skin Lab is dedicated to protecting your personal information. While credit card information is always encrypted during transactions, other details may be transmitted unencrypted over various networks. We implement security measures to prevent unauthorized access to visitor data.