Frequently asked questions
Quick answers about shipping, returns and using LUMANCE products. Anything else: support@ngocsenviet.com.
Orders & shipping
Where do you ship?
We ship worldwide from the United States, except to destinations subject to U.S. sanctions or other restrictions. Only countries we can deliver to appear in the checkout country list. See the Shipping Policy for details.
How much is shipping?
U.S. orders of $75 or more ship free; U.S. orders under $75 pay $6.95; international orders pay a flat $19.95. The exact charge is shown at checkout before payment.
How long does delivery take?
Orders are processed within 1 to 3 business days. U.S. delivery takes 3 to 8 business days after dispatch; international delivery takes 7 to 15 business days.
Is there a limit on how much I can order?
Yes. Each order is limited to 5 units of any single product. The cart enforces this automatically.
Will I pay customs duties?
International orders may be charged import duties or taxes by the destination country. These are paid by the recipient and are not included in our prices.
Returns & refunds
Can I return a product?
Unopened, unused products in their original packaging can be returned within 30 days of delivery. Opened skincare cannot be returned unless it arrived damaged, defective or incorrect. See the Returns & Refunds Policy.
How do I start a return?
Email support@ngocsenviet.com with your order number and the item you want to return. We reply with instructions; please do not ship anything before you receive them.
When will I get my refund?
Refunds are issued to the original payment method within 5 to 10 business days after the return is approved.
My order arrived damaged. What now?
Email us within 7 days of delivery with photos of the product and packaging and we will replace or refund it.
Products & routine
What order should I apply the products in?
Cleanse first, then apply a serum to clean skin, then moisturize. Body products can be used at any time. Each product page lists the step it belongs to under “Where it fits”.
Are the products fragrance-free?
Most are. Where a product contains a scent, the product page says so under “Scent”.
Can I use several serums together?
Yes. Apply the thinner, water-based serum first and the richer one second. If you are new to an ingredient, introduce one product at a time and patch test.
Are your products tested on animals?
No. LUMANCE products are not tested on animals.
Do the products treat skin conditions?
No. Our products are cosmetics for cleansing, moisturizing and improving the look and feel of skin. They are not medical treatments. If you have a skin condition, please consult a qualified professional.