FAQs
Hours of Operation
Our Luminae Beauty support team is available:
Monday-Friday: 7-4PM PT. The Rare Beauty support team is not available Saturdays and Sundays, as well as on Thanksgiving Day, Christmas, and New Years Day.
Formulas You Can Trust
Because “clean" beauty lacks a regulatory definition by the Food and Drug Administration, we chose not to market our brand as "clean." But rest assured, our products are thoughtfully formulated, thoroughly tested, and made to comply with worldwide regulations of quality and safety—you have our word. Luminae Beauty is cruelty free, vegan, and certified by PETA’s Global Beauty Without Bunnies.
Inventory
We’re so grateful and humbled by the support of our Luminae Beauty community and we appreciate you sticking by us while we work tirelessly to get products back in stock. We know it’s frustrating when you can’t find your Luminae Beauty products - our teams are working as quickly as possible to get your favorite items back in stock and to make sure they’re regularly available. Thanks for being patient with us!
Allergy
Q: Help! I had an allergic or other adverse reaction!
A: If you have any adverse reactions to our products, please contact your health care provider immediately. If it is an emergency, please call 119.
My Order
Q: Help my order is missing!?
A: Oh no! Please contact our support team for assistance at 123-456-7890 or hello@luminaebeauty.com.
Q: How do I change or cancel my order?
A: In an effort to ship out your products efficiently, we immediately begin processing your order as soon as it is placed. Unfortunately, once orders are submitted, they cannot be canceled or modified.
Q: How can I find the status of my order?
A: Find the status of a particular order and view your Order History on the Order Status tracking page under ‘My Account’.
Q: Where can I track my order?
A: We will email you a shipment notification along with a tracking number as soon as your package ships.
Q: My order is missing an item, what should I do?
A: Please contact us right away at 123-456-7890 or hello@luminaebeauty.com.
Q: My Item(s) arrived damaged, what should I do?
A: Please contact us right away at 123-456-7890 or hello@luminaebeauty.com.
Q: I typed in my wrong address and need to change it
A: Unfortunately, once orders are submitted, they cannot be canceled or modified.
Shipping & Returns
Q: How do I qualify for free shipping?
A: Standard Shipping is FREE on all Hanoi purchases of 300k and over (excluding taxes) and national order 500k and over (excluding taxes).
Q: Are returns free?
A: For all orders, items returned within 30 days of purchase qualify for free return shipping. Donations are non-refundable. Note you are allowed 1 exchange on your original order.
Q: Who is Global-e?
A: Global-e is an international fulfillment service provide to Luminae Beauty. Global-e will appear as the merchant of record for international transactions made on www.luminaebeauty.com
Q: Can I exchange my items purchased from Sephora.com or Sephora retail stores?
A: Unfortunately, Luminae Beauty cannot facilitate returns or exchanges of items purchased from Sephora. Please contact Sephora customer service for orders placed on Sephora.com or purchases from Sephora stores.
Q: When can I get items that are out of stock?
A: We’re so grateful and humbled by the support of our Luminae Beauty community and we appreciate you sticking by us while we work tirelessly to get products back in stock. We know it’s frustrating when you can’t find your Luminae Beauty products - our teams are working as quickly as possible to get your favorite items back in stock and to make sure they’re regularly available. Thanks for being patient with us!
Sign up for back in stock notifications to be the first to know when items come back in stock.
Other
Q: Are your products vegan?
A: Yes, all our products are 100% vegan.
Q: Are your products cruelty-free?
A: Yes, all our products are cruelty-free, meaning we do not test on animals.
Q: Was Rare Beauty packaging specifically designed for people with dexterity challenges?
A: Each Luminae Beauty product was designed to Thao's personal preferences to emphasize ease of use. While we’re thrilled to hear that some individuals with dexterity challenges find the design helps them open and use our products more easily, we have not conducted official testing on the packaging for these claims. Ease of use and inclusivity are highly prioritized at Luminae Beauty and it's something we're continuing to test and explore in the future.