Everything you need to know about getting your Luminous order, and our hassle-free returns. Every order is backed by our 60-Day Satisfaction Guarantee.
We currently ship Australia-wide. All orders are dispatched to Australian addresses only.
Free shipping on every order. There are no hidden delivery fees at checkout.
Each order is prepared and quality-checked before it leaves us. Please allow up to 7 business days for your order to be processed and dispatched.
Once dispatched, orders typically arrive within up to 7 business days.
In total, please allow approximately 1 to 2 weeks from the time you order to delivery. Most orders arrive within this window, though occasionally delivery may take a little longer due to factors outside our control (see below).
Once your order is dispatched, we'll email you a tracking number so you can follow your delivery every step of the way. If you haven't received tracking details within 7 business days of ordering, please check your spam folder or contact us.
While we do everything we can to get your order to you quickly, some delays can occur due to circumstances beyond our control — such as carrier delays, customs processing, weather events, or peak periods. We appreciate your patience if this happens, and we're always here to help track down your order.
Please double-check your shipping address at checkout. We're not able to redirect orders once they've been dispatched, and orders returned to us due to an incorrect address may require additional shipping to resend.
We offer a full refund within 60 days of purchase, even if you've used the product. If Luminous isn't right for you, here's how it works:
This 60-day guarantee is a voluntary policy we offer on top of your legal rights — it does not affect or limit the rights described in Section 3 below.
If your item arrives damaged, faulty, not as described, or isn't what you ordered, we'll make it right quickly — and this is separate from the 60-day guarantee above.
Our first step is always a free replacement. In most cases, the fastest and easiest fix is for us to send you a brand-new replacement at no cost to you. Here's how it works:
A replacement is usually the quickest way to get you a working product, so it's the option we'll always offer first.
If you'd prefer a refund instead, you're entitled to one where the law provides for it. For a major failure, the choice of remedy is yours — you can ask for a replacement or a refund, and we'll honour your choice. For a minor failure, we may offer to repair or replace the item first. Either way, we'll work with you to reach a fair outcome.
Please don't send anything back before contacting us, so we can arrange your replacement (or refund) and cover the shipping properly.
Our filter subscription auto-ships a fresh Luminous Restoration Cartridge every 90 days, so your colour protection never runs out. You're in control — pause, skip, or cancel any time.
Email support@luminoushair.store with: - Your order number - The reason for your return (and a photo, if the item is faulty or damaged)
We'll reply with the return address and next steps. Refunds are issued to your original payment method once your return is received and inspected.
Questions? Contact us any time at support@luminoushair.store — we're here to help.