Shipping and delivery
We are proud to offer international shipping services that currently operate in over 200 countries and islands worldwide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says "no information available at the moment".
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you have specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
Refunds & returns policy
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- You do not receive them within the guaranteed time (45 days not including 2-5 day processing)
- You receive the wrong item
- You do not want the product you have received (but you must return the item at your expense and the item must be unused)
We do not issue the refund if:
- Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster)
- Other exceptional circumstances outside the control of thefluffypaws.shop
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on page.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
Love this product
Fantastic. Already clearing up my skin!!
One of the best cleansers I’ve ever used. Will leave your skin feeling and looking great.
Noticed a difference after first use. Be conservative when using.
Great product & fantastic customer service!
I was not expecting it to be that good. I really love it. A little pricey for me but an awesome cleanser over all.
Use this daily and I like it.
I’ve been using Lumin products for about 6 months, a great product!
Will buy again. Cleaned my face deep, leaving it to shine.
Noticeable difference after one night of use, no joke! This stuff is legit, noticing better looking skin as I use it every night.
A little pricey but good stuff. I love it. Anyway, totally worth every cent it costs.
Excellent face cleanser and container seals well so it’s shower safe. Love the whole Lumin line
Stuff works great. Takes about a week to see results starting. Love it, finally a solid face treatment.
I’ve been using this product for over a year, it cleanses your skin but does it leave it dry so remember to moisturize after using it
My boyfriend uses this face wash so I decided to as well. It cleared up my skin so quickly and it lasted a long time!
Bought this for my nephew. Definitely a change in skin glow. Pores reduced. He loves this line.
I’ve used many different products in my lifetime. And Lumin is one of the best I’ve ever come across. It is a little expensive but you get what you pay for. I’ve used the whole thing for about a month now and it’s night and day. I will continue to use Lumin. It is my official go to for all my skin care stuff.
My favorite moisturizer now hands down. Doesn’t leave my skin oily looking or dry after using it. It’s literally the perfect moisturizer!!
I have seen results literally within days I wish I had taken before and after pics but I was getting tired of doing that cuz nothing ever works but this seems to be working
I don’t know if charcoal really does anything, but I like this product a lot. It’s rich and it quickly cleans my face. The smell is pleasant and not overbearing. Recommended.
I bought this and I could tell a noticeable difference in 2 weeks! Will definitely keep buying
Awesome product, wish it was sold in larger quantities. Great value, and works well
This is another great product from Lumin. I began using this product and my facial skin felt amazing. I would definitely recommend this and all Lumin products to males of any age!
Wow, my skin has never felt cleaner. Being in the city there’s always pollution, dirt, and other grime getting on my face and skin. This charcoal cleanser makes me feel like I have a new face every time I use it! So clean and smooth after.
I use the charcoal cleaner in the shower in the morning and then balm after and balm right before bed. It has actually eliminated some wrinkles, and made the face smoother.
I have been taking this moisturizer for two weeks and really noticed a difference, my skin is less dry and irritable. Really liked it.
This was the perfect gift for my boyfriend who was looking for a high quality face cream. He loves it and already wants another! Highly recommend it.
Have been using this product for about a year and I will never use anything else! This has been the only product that hasn’t irritated my skin and makes me look fresh all the time!
The Lumin moisturizer balm has exceeded our expectations. It goes on with a clean finish and keeps skin feeling great all day. We will definitely be checking into the other products that Lumin has to offer.
This stuff is truly amazing! It helps keep my face from drying out overnight and soothes the skin on my neckline from breaking out with razor burn since it’s so sensitive. Highly recommend having this as part of your daily routine.
I’m 46 and no it’s not perfect skin, but this is a great light moisturizer I can wear everyday to help keep my skin as healthy and hydrated as possible. I mean 20 year olds can’t believe I’m in my 40s, so like, that’s something.