FAQ
Frequently Asked Questions
Everything you need to know about shopping with Lumiqelle.
Can’t find the answer you’re looking for? Our customer care team is here to help at support@lumiqelle.com.
Orders
How do I know if my order was successfully placed?
Once your order has been successfully submitted, you should receive an order confirmation email at the email address provided during checkout.
If you do not see your confirmation email, please check your spam or junk folder first.
Still can’t find it? Contact us at support@lumiqelle.com with your full name and the email address used at checkout.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible.
We’ll do our best to accommodate your request. However, once an order has entered processing, fulfillment, or shipment, we may no longer be able to make changes or cancel it.
I entered the wrong shipping address. What should I do?
Contact support@lumiqelle.com as soon as possible with your order number and the correct shipping address.
If your order has not yet entered fulfillment, we’ll do our best to update it.
Once an order has shipped, we may not be able to change its destination.
Shipping & Delivery
When will my order ship?
Orders require a processing period before shipment.
Once your order has shipped, you’ll receive a shipping confirmation email with tracking information where available.
For full processing and delivery information, please review our Shipping & Delivery Policy.
How can I track my order?
Once tracking becomes available, we’ll send the tracking details to the email address associated with your order.
Please allow approximately 24–72 hours after receiving your shipping confirmation for tracking information to update.
Why hasn’t my tracking updated?
Tracking scans are controlled by the shipping carrier and may not appear at every stage of transit.
It is normal for tracking to remain unchanged for several days while a package moves between major shipping facilities.
If your tracking has not updated for an extended period, contact us at support@lumiqelle.com.
My tracking says delivered, but I can’t find my package.
If your package is marked as delivered, we recommend checking your mailbox, entrance, safe delivery areas, building reception, household members, and nearby neighbors.
Some carriers may also mark a package as delivered shortly before final delivery.
If you still cannot locate your package after allowing up to 48 hours, contact us with your order number and tracking information.
Do you ship internationally?
Shipping availability depends on the destination options displayed during checkout.
If your country or region is available at checkout, we can generally accept an order for that destination.
International shipments may also be subject to customs duties, taxes, or import fees depending on local regulations.
Returns & Refunds
What is your return policy?
Eligible products may be returned in accordance with our Return & Refund Policy.
Because Lumiqelle sells cosmetic products, hygiene and safety restrictions apply.
Products generally need to remain unused, unopened, and in their original condition and packaging to qualify for a standard change-of-mind return.
Can I return an opened cosmetic product?
For hygiene and safety reasons, opened, used, tested, or swatched cosmetic products generally cannot be returned for a change of mind.
If your product arrived damaged, defective, or incorrect, please contact us so we can review the issue.
What if my item arrives damaged or incorrect?
Please contact support@lumiqelle.com and include:
Your order number, a brief description of the issue, and clear photos of the product and packaging.
Our customer care team will review your request and help determine the appropriate next step.
How long does a refund take?
Once an approved refund has been processed, it will be returned to your original payment method.
Banks and payment providers may require additional processing time before the refund appears in your account.
Please refer to our Return & Refund Policy for complete details.
360° Contour Lip Liner
What is the 360° Contour Lip Liner designed for?
The 360° Contour Lip Liner is designed for controlled lip definition, shaping, and contouring.
Rather than focusing only on one part of the lip line, the technique allows you to work around the full contour and build definition where you want it.
Where should I start when lining my lips?
Start at the Cupid’s bow and the center of the lower lip.
Once these reference points are established, use short, controlled strokes and gradually work outward toward the corners.
How can I make my lip liner look more natural?
Use light pressure rather than drawing one heavy continuous line.
After defining the contour, gently soften the inner edge toward the center of the lips to create a more seamless-looking finish.
Can I use the liner for contouring?
Yes.
You can use strategic placement around selected parts of your natural lip shape to create additional visible definition and dimension.
You can keep the result subtle or gradually build a more sculpted look.
Can I wear the lip liner on its own?
Yes.
You can use it only around the lip contour, blend the color inward for a softer finish, or extend it further across the lips.
Can I apply lipstick or gloss over the liner?
Yes.
After creating your desired lip shape, you can layer your preferred lipstick, balm, or gloss over the liner.
How do I create a softer everyday look?
Stay close to your natural lip border and use short, light strokes.
Blend the liner slightly inward rather than leaving a sharply defined edge.
How do I create more visible definition?
Build the liner gradually around the areas where you want additional shape.
Start lightly and increase the definition until you reach your preferred finish rather than applying a heavy line immediately.
Payments
What payment methods do you accept?
Available payment methods are displayed securely during checkout.
The payment options shown may vary depending on your location, currency, device, and the payment services currently available through our store.
Is checkout secure?
Our online store is powered by Shopify, and payments are processed through the secure payment options made available during checkout.
Lumiqelle generally does not directly store your complete payment card information.
Why was my payment declined?
A payment may be declined for several reasons, including incorrect billing information, insufficient authorization, security checks, or restrictions from your card issuer or payment provider.
We recommend confirming your payment information or contacting your bank or payment provider if the issue continues.
Promotions
Can I use more than one discount code?
Unless a promotion specifically states otherwise, discount codes may not be combinable.
The discount applied at checkout will be governed by the terms of the relevant promotion.
I forgot to enter my discount code. Can it be added afterward?
Discount codes generally need to be entered before an order is completed.
We cannot guarantee that a promotional discount can be applied retroactively to an existing order.
Product Care & Use
How should I store my beauty products?
Store cosmetic products in a clean, dry place away from excessive heat, moisture, and direct sunlight.
Always make sure products are properly closed after use.
What should I do if I experience irritation?
Discontinue use if you experience irritation, discomfort, or an unexpected reaction.
If you have concerns regarding allergies, sensitivities, or a medical condition, consult an appropriate healthcare professional.
Need More Help?
We’re happy to help with questions about your order, delivery, returns, or Lumiqelle products.
Customer Care
support@lumiqelle.com
For order-related inquiries, please include your order number whenever possible so we can assist you more efficiently.
LUMIQELLE
Beauty, defined your way.