Shipping and returns
Delivery across Malaysia by J&T Express or Pos Laju, one flat fee per region, free over a threshold. Returns are 15 days for sealed products, and faulty items are always covered.
Delivery
We hand parcels to the courier on working days, and orders placed before 12 pm go that day. Sundays and public holidays do not count. Every parcel is tracked, and you can follow it on the tracking page.
| Where | Fee | Free over | Time after dispatch |
|---|---|---|---|
| Peninsular Malaysia | RM 7 | RM 100 | 1 to 4 working days |
| Sabah, Sarawak and Labuan | RM 18 | RM 150 | 3 to 7 working days |
Sabah, Sarawak and Labuan are treated as East Malaysia, as the couriers and the shops we checked do. The delivery region comes from the state you choose at checkout.
Paying
You can pay by FPX online banking or DuitNow QR through ToyyibPay, by Visa or Mastercard through Stripe, or by cash on delivery. Cash on delivery is for Peninsular Malaysia only and adds RM 5 for handling. We never see or store your card details: the payment page belongs to the gateway.
In this demo the gateway is a simulated page, so no money moves. Prices are in Malaysian ringgit and include any applicable taxes.
Returns and refunds
Changed your mind
Send back a sealed, unopened product within 15 days of delivery and we refund the price of the product. You pay the return postage. Opened skincare cannot be resold, so it is not accepted for a change of mind. Cash on delivery parcels that you accepted at the door follow the same rule.
Faulty, damaged or wrong
Tell us within 14 days of delivery with a photo of the product and the outer box, and we replace it or refund it, and pay the return. Under the Consumer Protection Act 1999, goods must be of acceptable quality and match their description. If they are not, you can ask for a repair, replacement or refund, and this policy does not take those rights away.
A reaction to a product
Stop using it, and see a pharmacist or doctor if it is more than mild. Email us the batch number from the pack and we will investigate and refund you. We recommend a patch test with every new product.
Cancelling an order
Write to us before it is packed and we cancel it in full. Once it has been handed to the courier, use the returns process above.
Email hello@lumiraskin.demo or use the contact page. Refunds go back to the way you paid, within 7 working days of us receiving the parcel.
Questions
Where do I start if I have never used actives?
Start with the three steps every dermatology source agrees on: a gentle cleanser, a moisturiser and a broad-spectrum sunscreen. Add one active at a time, a few weeks apart, and patch test each one.
Can I use vitamin C and retinol together?
Not in the same routine while you are new to them. Use vitamin C in the morning and retinol at night, which is also what Cleveland Clinic suggests for acids and retinol. Wear sunscreen every morning either way.
Are your products safe in pregnancy?
Our Retinol Night Serum is not for use in pregnancy or when trying to conceive, and you should ask your doctor before using it while breastfeeding. Ask your doctor before using the BHA Liquid too. This is general information, not medical advice.
How long until I see results?
Longer than most marketing says. Hydration and comfort are immediate. Studies on tone and texture ran 4 to 12 weeks, and retinol takes 12 weeks or more. Results vary from person to person.
Do you deliver to Sabah and Sarawak?
Yes. Delivery is RM 18 to Sabah, Sarawak and Labuan and takes 3 to 7 working days, and it is free over RM 150. Peninsular Malaysia is RM 7, 1 to 4 working days, and free over RM 100.
Is Lumira Skin halal?
A halal logo may only appear on a cosmetic that JAKIM or a JAKIM-recognised body has certified, product by product. Lumira Skin is a demo brand and holds no halal certificate, so none is shown. A real brand would put its certificate number here.
What does the NPRA notification number mean?
Cosmetics sold in Malaysia must be notified to the National Pharmaceutical Regulatory Agency before sale. A notified product gets a number in the form NOTyymmxxxxxK. You can look any product up on NPRA's Quest3+ search. The numbers shown on this site are demo placeholders and do not exist.
Can I return a product I have opened?
Sealed and unopened products can be returned within 15 days for a change of mind. Faulty, damaged or wrong items can be returned at any time within your rights under the Consumer Protection Act 1999, and we ask you to tell us within 14 days.
How we set these numbers
The fees, thresholds, delivery times and the return window are set from what Malaysian beauty shops and couriers publish, all read on 2026-09-29. They are a demo policy, not a promise from any of these businesses.
- Guardian Malaysia FAQ RM7 West and RM20 East up to 3 kg, free over RM100, 2 to 5 working days West and 5 to 7 East.
- Sephora Malaysia delivery policy 1 to 3 business days in the Klang Valley, 2 to 4 rest of West Malaysia, 2 to 6 East Malaysia.
- Skintific Malaysia shipping policy Free standard shipping from RM60, 1 to 3 business days, cash on delivery where offered.
- Skintific Malaysia refund policy Change-of-mind returns within 15 days, unopened and sealed, buyer pays return shipping.
- The Ordinary FAQ, Malaysia Damaged or incorrect items reported within 14 days.
- Pos Laju domestic Zones 1 to 5; Peninsular to Sabah and Sarawak is zone 4. Rates read via an EasyParcel article.
- Consumer Protection (Electronic Trade Transactions) Regulations 2012 What a web seller must display: name, registration number, contact, goods, full price, payment methods, terms, delivery time.
- Consumer Protection Act 1999 (Act 599) Guarantees of acceptable quality and match to description, and the remedies for faulty goods.
- Personal Data Protection Act 2010 (Act 709) Section 7: a written notice in Bahasa Malaysia and English.
- Postal codes in Malaysia Prefix to state mapping, cross-checked with a community dataset of 2,933 codes.