FAQs

We have worldwide delivery on our online shop. Please find more information regarding country specific delivery time estimations and shipping costs on the Shipping & Returns page.

You can track your order through the tracking link that was provided with the order confirmation email. You should see the estimated country specific delivery times here. Please note that delays may occur depending on postal services, inventory and other reasons.

Sorry for the faulty link! It's possible that the tracking code for your order has not been properly linked to your order in our system and therefore the link is not working. Please contact us via the contact form on our website and we'll help you!

There could be many reasons behind this. Please contact us through the contact form with your order number and information on which product was missing. We'll look into it and get back to you as soon as possible.

We recommend trying these options to help with the process:

1. Delete cookies from your browser or clear your cache.
2. Try using a different device or browser: we recommend using the latest version of Google Chrome.
3. Check that your payment card is enabled for online purchases. Make sure you are ordering from the US LUMENE website.

If you've tried all of the above and are still having problems, please contact consumercare@lumene.com.

Unfortunately it's not possible to order to US through our International site. You can order to US through the US site version.

We're sorry that what you were looking for wasn't available. From time to time we might experience some out of stock situations due to great demand. However, we get more stock in weekly, so please click the Notify Me tab on the product page and we will email you once it's available!

Please contact us via email at consumercare@lumene.com, and our team will provide further guidelines and information on returning unused products.

Unfortunately we're unable to make changes to orders or cancel them after order confirmation. You of course have the right to return any unused products within a reasonable time. Please contact consumercare@lumene.com for further information.

Please check if the products inside are in good condition. If a product is damaged, please contact us at consumercare@lumene.com with pictures of the product/s and we'll help you.

Sorry to hear that! Please contact us at consumercare@lumene.com and we will help you.

Your privacy and security are very important to us. To help ensure that your shopping experience is safe, we use the industry standard Secure Socket Layers Technology (SSL). Card payment on our online shop is done with an SSL-secured payment form. Our company does not have access to your card information, and we do not store any payment information to our database.

The uniqueness of our products is based on our knowledge on both the Nordic Nature and latest scientific innovations. Nordic Nature is the source of our precious ingredients and taking care of nature is very important to us. Several active ingredients in our formulations are derived from Nordic ingredients and many of them are actually developed from byproducts of the food and forest industries. Please find more information about our ingredients here.

Our main principle is to offer as natural products as possible without having to compromise on the efficacy and safety of the products. Sustainability and responsibility are very important principles in our product development process and we follow the latest studies and research regarding the safety and environmental effects of cosmetic ingredients. In case new discoveries are made from the ingredients we use, we will reassess the use of such ingredients and aim to replace them in our formulations.

Our aim is to improve recyclability and decrease the amount of multiple materials used in our packaging. In recent years, we have increased the usage of recycled plastics and evaluated usage of materials made out of renewable raw materials. By 2025, we aim to use 80% recycled plastic or plastic made from renewable resources. We are also going to increase the usage of fibre based FSC® or PEFC™ certified carton board.

We do not carry out or commission animal testing on raw materials, ingredients or Lumene makeup and skincare products at any point in the product development or manufacturing process.

As a Finnish company we comply with the EU cosmetics legislation that bans testing on animals. The legislation regulating the cosmetics industry is enforced in Finland by the Finnish Safety and Chemicals Agency (Tukes). This also includes monitoring of the fact that no animal tests are carried out.

We value the efforts of associations and organisations that promote the ban on animal testing. The current EU legislation which introduced even more stringent measures in March 2013, unequivocally bans testing on animals. EU legislation sets the policy for businesses, and as a Finnish company, we comply with the legislation.

All Lumene products are marked with a recycling symbol which informs what material the package is. You can find product specific recycling information on each product page. Please contact your local waste management in case of any further questions.

We have replaced the exfoliating rinse-off plastic microbeads with more sustainable alternatives of natural origin. We are continuously working to replace micro-plastics also in other product categories despite the smaller sustainability impact. In these product groups the environmental effects are much more smaller than in exfoliating microbeads as the quantities used are significantly smaller.

Product safety is very important to us and it’s a principal in every phase of the product development process. We keep track of the most recent studies regarding cosmetics and follow the EU cosmetics legislation.

The overall safety of a cosmetic product is based on a safety evaluation of both the ingredients and the finished cosmetic product. The ingredients' toxicity profiles and concentrations in final product are evaluated. For the finished product a complete safety assessment is performed taking into account among other things the daily dosage and different types of safety studies performed on the product. Based on safety assessments performed by safety assessors we can conclude that our products are safe to use when used in normal conditions following the directions of usage.

We apply the same principle for all Lumene skincare and makeup products, no matter where they are sold. In China, for example, we have previously deliberately chosen to limit our distribution through cross-border trading to avoid animal testing. In 2021 Chinese cosmetic regulatory was renewed and animal testing is no longer required for all imported cosmetics. This allowed also Lumene to start product registration process in China.

We are happy to tell you that all LUMENE skincare products have been vegan since 2018 and all of our face makeup products since 2020. You can recognize our vegan skincare products from the vegan symbol we use on the packs as well as online where all vegan Lumene products have a vegan claim.

For a cosmetics product that can be used for a period of no more than 30 months, a best before date is printed on the packaging; for example "12/2021", as "month/year". For a cosmetics product that can be stored longer than 30 months, a PAO (Period After Opening) symbol is printed on the packaging. This is an open jar with a lid. Within the jar, there is a period marked as months, for example 12M meaning 12 months. This is the period after opening, during which a product can be used without deterioration of performance or any harm caused to the consumer.

Most Lumene products are manufactured in Finland. The rest is manufactured abroad in EU. Lumene products are and will be designed in Finland and sales, marketing, logistics and other functions employ over 300 people in Finland. A major part of our most important products, such as skincare, foundations, powders, primers and most mascaras are manufactured in our factory at Kauklahti, Espoo.

All Lumene products are tested and safe for use when used according to directions - also during pregnancy or nursing. Please always follow product directions for optimal results. However if you have any concerns, please consult your doctor.

Yes. We actually have a fragrance-free filter on our website and you can check our unscented skincare products here. Also our Arctic Hydra Care [Arktis], Nordic Sensitive body collection as well as Herkkä [Calm] cleansers are developed for sensitive skin and they are completely fragrance-free.

The claim 'fragrance-free' means that there is no added fragrance used in those formulas. However, these products can have a unique scent which is caused by other ingredients in the formula. Please note that there is a difference between fragrance-free and odourless products.

Product updates and range renewals are executed for many reasons and sometimes we unfortunately have to discontinue some products. We are sorry for the disappointment caused by this. In case you're uncertain on what to replace your discontinued favourite product with, please write us through the contact form and we'll help you!