We aim to ship orders same day where possible, or else the next business day. Orders over $100 receive free standard shipping. Express shipping is available for an additional cost. All online orders are sent by Australia Post. Local pickup is also available from our Paddington store within an hour.

As we deliver using a third party carrier, we unfortunately cannot guarantee fragile items will be handled with perfect care. If you receive an item that is broken or severely damaged, please let us know within 48 hours and send us images of the package, along with a detailed description of its contents. Refunds, accommodations, or store credit will be considered on a case by case basis. We ask that you don't discard the packaging and please have patience as processing claims may take up to 7-10 business days.

We invite our customers to work with the Lume team to create an individualised self-care routine. 

We only accept returns on unopened and used products. For purchases made in store we welcome in-store returns within 7 days of purchase. For purchases made online we accept returns within 14 days of receiving your order. Return postage is at the expense of the buyer.

We understand that not every product might address your skin’s array of needs, and that reactions or irritations may occur. It is always our goal to help you find what’s best suited for you. We encourage you to reach out with any questions or concerns at hello@lumesydney.com.au and we will be in touch within 24 hours. 

For no-shows or cancellations within 24 hours of any booking at Lume, you will be charged the full value of your treatment. 

You can purchase a digital gift card online through our website or if you would prefer a bespoke present, physical gift cards are available at our Paddington store.

Gift cards are redeemable on products and services at Lume and require a unique identification number at checkout.

Gift cards are valid for three years from their date of purchase. Gift cards cannot be redeemed for cash unless required by law. However, you can use the remaining balance towards purchases until the card expires.

We love discovering new clean brands and products. We also care deeply for our environment and want to save on resources. Please only send samples when you have received a written request from Lume Sydney.

If you are interested in pursuing a partnership with us, or would like enquire about available roles at Lume, please send us an email at hello@lumesydney.com.au