FAQS
Where Science Illuminates Timeless Beauty
Frequently Asked Questions
常见问题
LUMIRA is a modern skincare brand built on science, thoughtful formulation, and refined daily care. We focus on creating quality skincare experiences that combine carefully selected ingredients, professional formulation principles, and elegant simplicity.
LUMIRA 是一个以现代护肤科学、精心配方与高品质日常护理为核心的护肤品牌。我们重视成分选择、配方理念、使用体验与整体品质,希望为顾客带来更精致、可靠且适合长期坚持的护肤体验。
Many LUMIRA products are designed for a wide range of skin types. However, every individual’s skin condition is different. We recommend reviewing the product description and full ingredient list before purchase.
大部分 LUMIRA 产品会以广泛肤质为设计方向,但每个人的肌肤状态都不同。购买前建议仔细查看产品说明、适用肤质及完整成分表。
Yes. We recommend applying a small amount of the product to a discreet area of skin and observing for 24 to 48 hours before regular use, especially if you have sensitive skin or a history of skin reactions.
建议进行局部测试。特别是敏感肌肤或曾有肌肤不适经验的顾客,可先将少量产品涂抹在耳后、手臂内侧或其他较小范围,并观察 24 至 48 小时后再正式使用。
Discontinue use immediately if you experience redness, itching, swelling, discomfort, or other unexpected reactions. Rinse the affected area gently and seek professional medical advice if symptoms are severe or persistent.
若使用后出现泛红、瘙痒、肿胀、不适或其他异常反应,请立即停止使用,并温和清洁相关部位。若症状严重或持续,请尽快咨询医生或专业医疗人员。
Store products in a cool, dry place away from direct sunlight, heat, and excessive moisture. Keep containers tightly closed when not in use and avoid storing them in high-temperature areas.
请将产品存放于阴凉、干燥并避免阳光直射的位置。使用后请盖紧瓶盖,并避免将产品长期放在高温、潮湿或温度变化较大的环境。
Please refer to the Period After Opening symbol or instructions printed on the product packaging. For the best experience, use the product within the recommended period and stop using it if the smell, colour, or texture changes noticeably.
请参考包装上的开封后使用期限标志或说明。建议在规定期限内使用完毕。若产品的气味、颜色或质地出现明显变化,请停止使用。
LUMIRA products are developed with attention to formulation quality, ingredient selection, and product consistency. Product-specific testing and information may vary, so please refer to the individual product page for details.
LUMIRA 重视配方品质、成分选择与产品稳定性。不同产品的检测资料可能有所不同,请以各产品详情页所列资料为准。
This should only be stated once the brand has verified its manufacturing and supplier practices. Until confirmed, avoid making an absolute cruelty-free claim.
这项内容建议在品牌正式确认制造商、供应商及相关测试流程后再公开说明。在未确认前,不建议直接使用“绝不进行动物测试”之类的绝对字眼。
Ingredient suitability can vary from person to person. If you are pregnant, breastfeeding, receiving medical treatment, or have a skin condition, consult your doctor before using any new skincare product.
怀孕、哺乳、接受治疗或有特殊肌肤状况期间,建议在使用任何新护肤产品前先咨询医生,并向医生提供完整成分表。
In most cases, yes. However, avoid introducing too many active ingredients at the same time. Start gradually and observe how your skin responds.
一般情况下可以,但不建议一次加入太多高活性成分。可先从少量和较低使用频率开始,并观察肌肤反应。
A general routine is:
Cleanser → Toner → Essence or Serum → Moisturiser → Sunscreen in the morning.
一般护肤顺序为:
洁面 → 化妆水 → 精华 → 乳液或面霜 → 早上最后使用防晒。
Specific product instructions should always take priority.
实际使用时,请优先参考每款产品页面或包装上的使用说明。
Usage frequency depends on the product. Some products may be suitable for morning and evening use, while others may be recommended only a few times per week.
使用频率取决于产品类型。部分产品可早晚使用,部分产品则可能建议每周使用数次。请按照产品页面或包装说明使用。
Orders & Payments
订单与付款
Select the product you would like to purchase, choose the quantity, click “Add to Cart,” and proceed to checkout. Complete your delivery and payment information to confirm the order.
选择所需产品及数量,点击 “Add to Cart”,再进入结账页面填写配送及付款资料。完成付款后,订单才正式确认。
Available payment methods will be displayed during checkout and may include online banking, credit or debit cards, and selected e-wallets.
可使用的付款方式会显示在结账页面,可能包括网上银行、信用卡、扣账卡及指定电子钱包。请以网站结账页面实际显示为准。
Payments are processed through the website’s authorised payment provider. LUMIRA does not directly store full card information unless specifically stated by the payment provider.
付款将通过网站授权的付款服务商处理。除付款服务商另有说明外,LUMIRA 不会直接储存完整银行卡资料。
Contact Customer Care as soon as possible. Changes or cancellations may only be possible before the order has been packed or dispatched.
请尽快联系客户服务。订单只有在尚未包装或发货前,才可能进行修改或取消。订单进入处理或配送阶段后,将无法保证能够更改。
Check your spam or junk email folder first. Also confirm that the email address entered during checkout was correct.
请先检查垃圾邮件或促销邮件文件夹,并确认下单时填写的电邮地址是否正确。若仍未收到,可向客户服务提供姓名、电话号码及付款记录,以便协助查询。
Shipping & Delivery
配送与运输
LUMIRA currently delivers to selected locations shown during checkout. Availability may vary depending on delivery address and courier coverage.
LUMIRA 会配送至结账页面所支持的地区。实际配送范围可能因地址及快递服务范围而有所不同。
Estimated delivery times will be stated on the Shipping & Delivery page or during checkout. Delivery may take longer during public holidays, major promotions, severe weather, or courier delays.
West Malaysa: 3-5 Working Days
East Malaysia: 5-7 Working Days
预计配送时间会显示在配送政策页面或结账页面。公共假期、大型促销、恶劣天气或快递延误期间,配送时间可能会延长。
西马:3- 5天工作日
东吗:5-7天工作日
Once your order has been dispatched, tracking information will be sent by email.
订单发货后,物流追踪号码会通过电邮
Check the courier tracking status first. If there has been no update for an extended period, contact Customer Care with your order number and tracking number.
请先查看快递追踪状态。若物流长时间没有更新,请将订单编号及追踪号码提供给客户服务协助查询。
Check with household members, building management, security, neighbours, or the courier first. Contact LUMIRA Customer Care as soon as possible if the parcel still cannot be located.
请先向家人、邻居、大楼管理处、保安或快递公司确认。若仍无法找到包裹,请尽快联系 LUMIRA 客户服务。
Returns & Refunds
退货与退款
Return requests may be accepted when the product is unused, unopened, in its original condition, and submitted within the return period stated in our Refund & Return Policy.
如商品未使用、未开封、保持原有状态,并在退款与退货政策规定的期限内提出申请,我们可能接受退货。
For hygiene and safety reasons, opened, tested, or used skincare products are generally non-returnable unless they arrived damaged, defective, or incorrect.
基于卫生及安全原因,已经开封、试用或使用过的护肤产品一般不接受退货,除非收到的商品损坏、有瑕疵或发错。
Contact Customer Care within 48 hours of delivery and provide your order number, photos of the parcel, product, shipping label, and the issue.
请在收货后的 48 小时内联系客户服务,并提供订单编号、外包装、商品、快递标签及问题部位的清晰照片或视频。
Approved refunds are generally processed within 7 to 14 business days to the original payment method. Actual bank processing times may vary.
批准后的退款一般会在 7 至 14 个工作日内退回原付款方式。实际入账时间可能因银行或付款服务商而有所不同。
Promotions & Accounts
优惠与账户
Unless otherwise stated, only one discount code may be used per order. Discount codes usually cannot be combined with other promotions.
除非活动另有说明,一张订单通常只能使用一个优惠码,并且不能与其他促销同时使用。
The code may have expired, reached its usage limit, require a minimum purchase, apply only to selected items, or be restricted to certain customers.
优惠码可能已经过期、达到使用次数限制、设有最低消费、只适用于指定产品,或仅限特定顾客使用。
Yes. It is compulsory.
是的,这是强制性的。
You may contact LUMIRA Customer Care through:
Email: lumiraworldsdnbhd@gmail.com
WhatsApp: +6019-341 3313
您可以通过以下方式联系 LUMIRA 客户服务:
电邮:lumiraworldsdnbhd@gmail.com
WhatsApp: +6019-341 3313