PAYMENTS & ORDERS
What payment methods can I use?
We accept payment by debit/credit card (Visa, Mastercard, Amex, CB), Apple Pay, and PayPal.
Is payment secure?
Absolutely. Your information security is our priority. All transactions are managed by our approved payment providers, Shopify Payments and PayPal, through strict data protection protocols. We never have access to your banking details.
Can I modify or cancel my order after payment?
Once the order is finalized, we cannot guarantee its modification or cancellation, as we prepare shipments very quickly. However, if you notice an error, please contact us within one hour of your purchase.
If you no longer wish to keep your products after receiving them, you have 14 days to return them, provided they are intact, unopened, and in their original packaging.
Once the return is received and verified, the refund will be processed to your original payment method. Please contact us at contact@lumiglo.us before any return.
For more information, consult our "Refund Policy" page.
How do I apply a promo code?
At checkout, you will see a dedicated field for discount codes. Insert your code before proceeding to payment: the discount will apply automatically if the code is valid. If you have any issues, don't hesitate to write to our customer service at contact@lumiglo.us. We respond within 48-72 business hours.
How do I know if my order was properly received?
Once your order is confirmed, you will receive a summary email with your order number. If you receive nothing, check your spam folder or contact us directly at contact@lumiglo.us.
DELIVERIES & RETURNS
How do I process a return?
Before any return procedure, please contact our customer service at contact@lumiglo.us. We will guide you step by step with the procedure best suited to your situation.
You can exercise your right of withdrawal within a legal period of 14 days, without having to justify your reason or pay penalties, except for return expenses. To request a return, please contact us at contact@lumiglo.us.
I received my order, but I wish to file a claim. What should I do?
If you have any dissatisfaction with your order, our team is here to help. Simply write to us at contact@lumiglo.us. We commit to responding within 48-72 business hours (excluding weekends and holidays).
The product received does not match my order. How should I proceed?
If an error slipped into your package, don't worry! Contact us at contact@lumiglo.us. We will arrange together the return of the incorrect product and the shipment of the correct article.
Where can I receive my order?
Your order is delivered to your home at no additional charge.
What are the shipping costs?
The cost of tracked delivery is $3.90 (except in Switzerland, where the cost is $9.90).
I haven't received my order yet. Is this normal?
Several factors can cause shipping delays:
- High traffic (sales, Christmas, Black Friday…)
- Logistics delays from the carrier
- Incomplete or incorrect delivery address
- Package stuck in customs (outside EU)
- Package lost or damaged in transit
In all cases, our team is here to support you. Write us at contact@lumiglo.us with your order number: we will open an investigation and do our best to resolve the situation quickly.
I didn't receive a response to my email regarding shipment. Why?
We commit to responding within 48-72 business hours, excluding weekends, holidays, or vacation periods announced on our site. If this timeframe is exceeded, it's possible your message didn't reach us or we are exceptionally delayed. Don't hesitate to resubmit your request, clearly indicating the subject and your order number in your email title.
Should I expect customs fees?
Orders to countries in the European Union are not subject to any additional charges at delivery: taxes are already included in the stated price.
However, for deliveries outside the EU, overseas territories, or principalities, customs fees or local taxes may be applied upon package arrival. These fees remain the customer's responsibility and cannot be refunded in case of return.
What are the conditions for returning an item?
You have 14 days after receiving your order to exercise your right of withdrawal. The product must be returned in its original condition, unopened, and perfectly clean for resale. Return shipping costs are your responsibility.
After receiving and checking the package, the refund will be processed via the payment method used during purchase, or by bank transfer if necessary. For any request, contact us at contact@lumiglo.us or via our contact form.
💡 USE, EFFICACY AND MAINTENANCE OF LUMIGLO PRO V2 RED LIGHT MASK
When will I start seeing the effects of the LED mask?
The first results typically appear between 3-4 weeks of regular use: the complexion becomes brighter, skin appears more even, and redness may diminish.
By continuing sessions over 6-12 weeks, benefits amplify: fine lines and wrinkles are reduced, skin appears firmer, and skin texture is refined.
Results can vary from person to person, but consistency is essential for obtaining visible and lasting effects.
How often should I use the mask for visible results?
Ideally 3-5 times per week, for 10-minute sessions. The mask automatically turns off at the end of each session.
Can I use it every day?
Yes, there is no contraindication to daily use, as long as your skin tolerates it well.
Should I space out sessions so the skin can regenerate?
You can choose a less frequent but longer rhythm (e.g., 2 sessions of 30 minutes/week). Stay attuned to your skin and adapt usage if needed.
Is it effective on mature skin?
Absolutely. The mask is suitable for all skin types, including after age 60. It stimulates collagen production, improves elasticity, and reduces age signs.
Does the LED mask help with acne and scars?
Yes, LED lights have anti-inflammatory properties that help calm imperfections and promote healing.
Does it work on pigmentation spots?
The mask is not specifically formulated against brown spots, but it improves skin tone evenness. For targeted treatment, combine it with dedicated skincare products or consult a dermatologist.
What is its effect on thin eyelids or dark circles?
No concern: LEDs pose no problem for thin eyelids. The mask can be used with eyes open and does not promote dark circles; quite the opposite.
Can I use the mask without glasses or eye protection?
Yes, protective measures are optional, especially for people sensitive to light.
What is the mask's lifespan?
LEDs have a nominal lifespan of up to 100,000 hours, meaning several years of use.
Why does the mask's light flicker slightly sometimes?
Minimal variations can appear if the connectors shift. This does not impact the session's efficacy in any way.
How do I properly clean the LED mask?
- Unplug the device after use.
- Pass a soft, slightly damp cloth over it.
- Use a gentle cleanser or antibacterial wipe if necessary.
- Avoid wetting electronic parts.
- Let air dry before storing.
⚠️ SAFETY, CONTRAINDICATIONS AND COMPATIBILITY
Is the mask guaranteed?
Yes, all our devices are covered by a 2-year warranty. Keep your receipt in case you need it.
I can't recharge it. What should I do?
The mask does not have an internal battery. It is the controller (or remote control) that should be recharged, not the mask itself. A first complete 4-hour charge is recommended before first use.
How many sessions does a full charge allow?
Approximately 4-5 uses of 10 minutes each.
Can I use the mask if I'm on photosensitizing medication?
No. In case of treatment that may cause light sensitivity, always consult your doctor.
Can the mask be used on areas other than the face?
Yes, it is also useful on the body, particularly for soothing bruises or aiding healing.
Are there specific contraindications?
Yes. The mask should NOT be used in the following cases:
- Pregnancy, breastfeeding
- Lupus, photosensitive eczema, albinism
- Epilepsy or family history of eye conditions
- Light sensitivity or use of photosensitizing medications
Can I use the mask after permanent hair removal or eyebrow pigmentation?
It is preferable to ask the professional who performed the procedure, as Lumiglo does not have specific tests in these contexts.
Is the mask compatible with acids (BHA/PHA) or retinol?
Yes, provided you apply them after the LED session. For sensitive skin, do progressive tests with retinol.
Is it dangerous for the eyes?
No, red and infrared LEDs pose no danger to vision. However, it is advisable to NOT stare directly at the diodes during the session.
Does the mask have medical properties (rosacea, myopia, etc.)?
No, the mask is NOT a medical device. It is not intended to treat conditions like rosacea or myopia. Studies suggest positive effects, but they are not yet confirmed on a large scale. In case of doubt, consult a healthcare professional.
🌟 FREQUENTLY ASKED QUESTIONS ON RED LIGHT THERAPY
Can red light be used during chemotherapy?
No. During chemotherapy, it is strongly advised against using devices that stimulate cellular activity, such as LED devices.
After treatment ends, and with your doctor's approval, red light can support the recovery phase, particularly for skin support or hair regrowth (via specific devices).
From what age can Lumiglo red light devices be used?
Our devices are intended for adults. Use is recommended from age 18 onward, as all tests were conducted on adults. For minors, it is imperative to consult a doctor before any use.
Is it better to do 10 minutes several times or one long session per week?
Both options are possible. The key is consistency. You can do 3 sessions of 10 minutes or 1 session of 30 minutes per week: results will be comparable if frequency is maintained.
Is the LED mask suitable for people with melasma?
Red light may sometimes improve skin appearance and reduce inflammation. However, melasma is a skin condition particularly sensitive to light. Before any use, ask your dermatologist imperative advice.
Can I apply a serum before my red light session?
Yes, as long as you use a water-based serum (without oils). This can even strengthen session benefits. However, avoid formulas containing retinol, pure vitamin C, or oils that can block light diffusion.
Should I wait after applying my serum before using the device?
No. Water-based serums penetrate quickly, so you can proceed directly to your LED session.
Why do I feel slight warmth during use?
This sensation is normal: it is linked to blood circulation activation induced by red light. It is not device overheating.
What is the average battery life of a full charge?
The controller (or integrated battery depending on the device) typically allows for approximately 8-10 sessions of 10 minutes each. This figure can vary depending on environmental conditions (heat, humidity…).
Is red light suitable for all skin types?
Yes, red light therapy is generally well-tolerated by all skin types, including the most sensitive. However, in case of particular skin pathology, it is recommended to consult your dermatologist before starting.
Can red light be combined with other skincare or devices?
Yes, red light can be integrated into a routine with other non-invasive aesthetic treatments. However, it is preferable to space usage with other energy treatments (radiofrequency, lasers, etc.) and not to combine multiple devices simultaneously.
Is there a better time of day to use the LEDs?
There is no universally better time, but many users enjoy their session in the evening, as red light can help relax facial muscles and improve sleep quality through its soothing effect.
Can I use the device during my period?
Yes, there are no known contraindications to using red light during the menstrual cycle. However, if you feel increased sensitivity, you can adjust frequency according to how you feel.