Frequently Asked Questions

Find answers to common questions about ordering, shipping, discounts, returns, and customer support at Luminamei.

ORDERS

How do I place an order?

Choose the products you would like to purchase, select the available options and quantity, and click “Add to Cart.” When you are ready, proceed to checkout and complete your shipping and payment information.

How do I know whether my order was successful?

After completing your purchase, you will receive an order confirmation email. Please check your spam or junk folder if you do not see it in your inbox.

Can I change or cancel my order?

Please contact us as soon as possible after placing your order. We will do our best to make changes before your order is processed or shipped. Once an order has been shipped, it may no longer be changed or canceled.

What should I do if I entered the wrong shipping address?

Contact us immediately at jinqichuang2025@163.com with your order number and the correct address. Address changes cannot be guaranteed once an order has been processed or shipped.

SHIPPING

How much does shipping cost?

We offer free standard shipping on orders over $39.99. Any applicable shipping charges for smaller orders will be displayed at checkout before payment.

How long does order processing take?

Orders are generally prepared and processed within 1–3 business days. Processing times may be longer during weekends, holidays, promotional events, or periods of high order volume.

How long will delivery take?

Delivery times vary depending on your location, shipping method, local carrier, customs processing, and other factors. Estimated shipping information will be provided during checkout or in your shipping confirmation email.

How can I track my order?

Once your order has shipped, you will receive a shipping confirmation email containing your tracking information. You can also use the “Track Your Order” page on our website.

Why has my tracking information not updated?

Tracking information may take several business days to update after your package has been shipped. Carrier delays, customs inspections, weekends, and holidays may also affect tracking updates.

Do you ship internationally?

Shipping availability depends on the destination. Enter your delivery address at checkout to view the available shipping options for your location.

DISCOUNTS

Do you offer a new customer discount?

Yes. New customers can subscribe to our newsletter and receive 5% off their first order.

Do you offer quantity discounts?

Yes. Customers can enjoy:

• Buy 2 items and receive 10% off
• Buy 3 or more items and receive 15% off

Discount eligibility and exclusions may vary during special promotional events.

Can I use more than one discount code?

Unless otherwise stated, only one discount code or promotional offer can be used per order. Some automatic discounts may not be combined with other offers.

Why is my discount code not working?

Please check that the code has been entered correctly and that your order meets the promotion requirements. Discount codes may have expiration dates, minimum spending requirements, or product exclusions.

RETURNS AND REFUNDS

Do you offer a 30-day trial?

Yes. You may contact us within 30 days of receiving your order if the product is not suitable for you. All return requests are subject to our Return and Refund Policy.

How do I request a return?

Email jinqichuang2025@163.com with your order number, the product you wish to return, and the reason for your request. Please wait for return instructions before sending any products back.

What condition must returned products be in?

Unless the product is defective or damaged, returned items should be unused, unworn, unwashed, undamaged, and returned with their original packaging, accessories, labels, and documentation.

Do I need to pay return shipping costs?

Return shipping costs may be the customer’s responsibility unless the product arrived damaged, defective, incorrect, or otherwise eligible for a seller-paid return under our policy.

When will I receive my refund?

After your return has been received and inspected, approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

Can I exchange an item?

Please contact our customer service team to confirm whether an exchange is available. In some cases, returning the original item and placing a new order may be the fastest option.

PRODUCTS

Are product colors exactly the same as shown online?

We make every effort to display product colors accurately. However, colors may appear slightly different depending on lighting, photography, screen settings, and device displays.

How do I choose the correct size or option?

Please review the product description, measurements, size chart, and available options before ordering. Contact us before purchasing if you need additional help.

What should I do if I receive a damaged or incorrect item?

Contact us as soon as possible and include your order number, a description of the issue, and clear photos or videos of the product and packaging. Our team will review the situation and provide an appropriate solution.

PAYMENT AND SECURITY

What payment methods do you accept?

Available payment methods are displayed securely at checkout. Payment availability may vary depending on your location.

Is my payment information secure?

We use secure checkout technology and trusted payment providers to help protect your payment and personal information.

Why was my payment declined?

Payments may be declined because of incorrect card information, insufficient funds, bank restrictions, address verification issues, or security checks. Please contact your bank or try another available payment method.

CONTACT US

How can I contact Luminamei?

For order questions, returns, shipping assistance, or product support, contact us at:

Email: jinqichuang2025@163.com

Please include your order number when contacting us about an existing purchase. Our customer service team will respond as soon as possible during normal business days.